Dennis Tongol
Mabalacat
Summary
Strategic Operations Manager with solid expertise in streamlining processes and driving operational efficiency. Proven track record in optimizing resources, managing cross-functional teams, and implementing innovative solutions to improve productivity. Adept at fostering strong relationships with stakeholders and spearheading projects that align with organizational goals. Committed to delivering impactful results and enhancing overall business performance.
Experienced in optimizing operations and streamlining processes to boost efficiency and productivity. Highly focused on team collaboration to drive projects forward and deliver results. Well-versed in managing budgets and resources, ensuring optimal use for maximum output.
Developed robust skills in process improvement and team leadership within dynamic and fast-paced environment. Seeking to transition into new field where exceptional organizational abilities and focus on efficiency can drive success. Proven track record in fostering productivity and enhancing operational workflows.
Offering strategic, mindset and ability to quickly learn and adapt to new operational environments. Brings, strong, understanding of organizational processes and eye for detail. Ready to use and develop problem-solving and analytical skills in [Desired Position] role. Knowledgeable in Project and Team Management with a solid foundation in optimizing operational processes and driving efficiency improvements. Proven track record of managing cross-functional teams to achieve project milestones and streamline workflows. Demonstrated proficiency in strategic planning and problem-solving, ensuring continuous improvement and operational excellence.
Overview
12
12
years of professional experience
Work History
Operations Manager
PureWay Compliance
11.2021 - Current
- Established the company's in-house customer support team.
- Facilitated and streamlined the day-to-day customer support processes.
- Directed the team's call handling and customer support standards to ensure that the team provides, an easy, efficient, and outstanding customer service experience.
- Managed our daily client and distributor communications, purchase order requests, and accounts receivable notifications.
- Established performance metrics, driving accountability and recognizing outstanding achievements.
- Collaborated with sales and marketing teams to align operational capabilities with customer demands.
- Managed budgets and financial planning, achieving cost savings without compromising on quality.
- Directed staff recruitment and training, building a highly skilled and motivated operations team.
- Facilitated continuous improvement initiatives, encouraging innovation and excellence in operations.
- Orchestrated the launch of new product lines, managing all aspects from conception to market entry.
- Analyses performance data to identify trends, making strategic decisions to boost operational success.
- Cultivated work environment focused on personal responsibility, continuous improvement and delivering high-quality results.
- Supported employee morale and well-being by developing positive practices centered on career development and individual job satisfaction.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Sr Team Lead /Supervisor
MedPro
03.2019 - 11.2021
- Assisted management in the hiring process and new team member training.
- Generated and shared comprehensive and detailed reports about team performance, mission-related objectives, and deadlines.
- Monitored team performance and reported on metrics.
- Conducted regular performance reviews, offering constructive feedback and personalized development plans for team members.
- Led a diverse team of 15 members, fostering a collaborative and high-performing environment through effective coaching and mentoring.
- Tailored communication styles to effectively engage with stakeholders at all levels, from team members to senior executives.
- Set up and calibrated machinery to meet specific production requirements.
- Monitored operating machinery to assess progress, adjust settings, and maintain production speeds.
Team Lead Supervisor
Concentrix
08.2017 - 02.2019
- Promoted a culture of continuous improvement, encouraging team innovation and the adoption of best practices.
- Facilitated knowledge - sharing sessions, increasing team expertise and efficiency in key project areas.
- Conducted regular performance reviews, providing constructive feedback and personal development plans for team members.
- Analyzed team performance data to identify areas for improvement and implemented targeted training program's.
- Led a team of 15, fostering a collaborative environment to meet and exceed project objectives.
- Organized team-building activities to enhance collaboration and trust among team members.
- Trained new team members by relaying information on company procedures and safety requirements.
- Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives.
- Coached team members in techniques necessary to complete job tasks.
Escalation Specialist
Concentrix
12.2016 - 08.2017
- Implemented customer satisfaction surveys post-resolution to gather insights and measure effectiveness.
- Utilised CRM systems to track and manage escalation cases efficiently.
- Coordinated with cross-functional teams to address and resolve customer escalations effectively.
- Managed complex customer complaints, providing prompt solutions to enhance satisfaction levels.
- Delivered training to new staff on escalation procedures and customer service best practices.
- Offered expert advice and guidance to customers, enhancing their understanding and trust.
- Monitored escalated issues, ensuring timely updates were provided to customers.
- Facilitated communication between customers and technical support teams to expedite resolution times.
- Analyses escalation patterns to identify root causes and implemented preventative strategies.
- Improved customer satisfaction ratings by providing prompt, empathetic support to clients facing issues.
- Resolved customer complaints by effectively managing escalations and addressing concerns in a timely manner.
- Coordinated with other departments to gather necessary information and resources for the successful resolution of escalated cases.
Technical Support Representative
Concentrix
07.2016 - 12.2016
- I helped customers set up their new devices and assisted with technical concerns.
- Responded to customer calls regarding technical malfunctions and issues to fix remotely.
- Diagnosed system and software malfunctions, guiding users through step-by-step solutions.
- Provided clear and concise step-by-step technical support to guide clients.
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Logged detailed records of customer interactions, issues, and resolutions in a database.
- Analyze customer feedback to recommend product improvements to development teams.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
- Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
Subject Matter Expert
Sutherland Global
07.2014 - 06.2016
- Trained, coached and mentored consultants to increase team productivity.
- Facilitated training sessions for junior staff, improving their understanding and skills.
- Collaborated with cross-functional teams to integrate subject matter expertise into projects.
- Provided expert advice on subject-specific issues to enhance organizational efficiency.
- Developed bespoke solutions to complex challenges, enhancing client satisfaction and outcomes.
- Reviewed and critiqued peer work to uphold high standards of accuracy and relevance.
- Conducted in-depth research and analysis to inform senior management decisions on strategic direction.
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
Customer Support Representative
Sutherland Global
08.2013 - 06.2014
- Resolved customer queries over phone and by email.
- Established warm and friendly rapport whilst interacting with customers by phone, email and on live chat.
- Tailored communication style to suit diverse customer needs and preferences, ensuring clarity and understanding.
- Conducted outbound calls to gather feedback and improve service delivery based on customer insights.
- Processed customer returns and exchanges, adhering to company policies and maintaining high customer satisfaction levels.
- Escalated complex customer issues to senior management, facilitating quick and effective resolutions.
- Resolved customer complaints by distinguishing, prioritizing and reporting technical issues.
- Managed escalated calls with professionalism, ultimately resolving complex issues to the satisfaction of both the client and company.
- Balanced multiple priorities while maintaining a focus on excellent communication skills and attention to detail.
Education
Business Administration
Far Eastern University
2002
Mechanical Engeneering
Technological University of the Philippines
2000
Skills
- Forecasting
- Logistics coordination
- Customer relationship management
- Process mapping
- Quality assurance
- Production scheduling
- Process improvement
- Performance monitoring
- Project coordination
- Decision making
- Administrative procedures
- E-Commerce platforms
- Team leadership
- Operations management
- Customer service
- Decision-making
- Planning and implementation
- Staff training
- Project management
Education
other,other
Timeline
Operations Manager
PureWay Compliance
11.2021 - Current
Sr Team Lead /Supervisor
MedPro
03.2019 - 11.2021
Team Lead Supervisor
Concentrix
08.2017 - 02.2019
Escalation Specialist
Concentrix
12.2016 - 08.2017
Technical Support Representative
Concentrix
07.2016 - 12.2016
Subject Matter Expert
Sutherland Global
07.2014 - 06.2016
Customer Support Representative
Sutherland Global
08.2013 - 06.2014
Mechanical Engeneering
Technological University of the Philippines
Business Administration
Far Eastern University
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