Drixlyn Ortega

• Managed a team of 6 Sr. Trainers from India and Philippines
• Pioneered training framework for 2 new clients (Sales, and Logistics)
• Provided strong leadership to enhance team productivity and morale.
• Led cross-functional teams to achieve project milestones and deliver high-quality results.
• Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
• Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
• Reduced costs, optimized resource allocation, and improved efficiency in managing projects through AI, and content digitalization
• Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
• Led cross-functional teams to enhance operational efficiency and streamline processes.

As a Sr. Manager for Operations, I:

• Devote special emphasis to punctuality and worked to maintain outstanding attendance record.
• Collaborate with team members to achieve target results.
• Develop and implemented performance improvement strategies and plans to promote continuous improvement.
• Create spreadsheets using Microsoft Excel for daily, weekly and monthly reporting.
• Manage 5 accounts: Customer Service, Reverse Mortgage, Lead Generation
• Identify development needs, address people matters through coaching.
• Ensure that the call center is achieving maximum profitability and effectiveness.
• Supervise 1 operations manager, 3 assistant managers, 12 team leaders and 180 inbound and outbound telephony representatives.

• Created and executed learning strategies and programs
• Evaluated individual and organizational development needs
• Implemented various learning methods companywide (e.g. coaching, job-shadowing, online training)
• Helped design e-learning courses, workshops and other trainings
• Assessed the success of development plans and help employees make the most of learning opportunities
• Helped managers develop their team members through career pathing
• Hired and oversee training and L&D Specialists
• Supervised 13 onshore process trainers, 1 L&D coordinator, and 1 IT trainer for all US sites
• Ensured training improvement though weekly and end of training survey

• Participated in the definition of the business strategies along with clients and upper managers.
• Ensured that internal and external KPIs were consistently met.
• Lead innovation and efficiencies of business opportunities, applied process improvement and new systems
• Identified development needs, addressed people matters through coaching.
• Generated reports on performance
• Ensured that the call center is achieving maximum profitability and effectiveness.
• Conducted interviews for supervisory roles and potential new hires
• Supervised 6 team leaders and 100 inbound telephony representatives
• Built rapport and trust quickly with clients and colleagues.
• Was responsible for the successful implementation and execution of the business continuity plan (BCP)

• Participated in the definition of the business strategies along with clients and upper managers.
• Ensured that internal and external KPIs were consistently met.
• Lead innovation and efficiencies of business opportunities, applied process improvement and new systems
• Identified development needs, addressed people matters through coaching.
• Generated reports on performance
• Ensured that the call centre is achieving maximum profitability and effectiveness.
• Conducted interviews for supervisory roles and potential new hires
• Supervised 6 team leaders and 100 inbound telephony representatives
• Built rapport and trust quickly with clients and colleagues.
• Was responsible for the successful implementation and execution of the business continuity plan (BCP)

• Exceeded goals through effective task prioritization and great work ethic.
• Supervised 6 supervisors and 85 inbound telephony representatives
• Managed and directed all aspects of incoming call center operations.
• Developed new procedures and inducements to address individual attendance.
• Built rapport and trust quickly with clients and colleagues.
• Ensured that the call center is achieving maximum profitability and effectiveness.
• Conducted interviews for supervisory roles and potential new hires
• Successfully opened a new line of business with all metrics passing on the 1st month of service schedule

• Lead a team of 10 Quality Analysts
• Ensured all audits are completed timely each month as per SLA.
• Resolved appeals received from Business Units within 5 business days of receiving appeals.
• Analyzed trends from QA results and generates QA reports each month highlighting process performance to Senior Management.
• Ensured departmental standards for Quality, Variability and Efficiency are met or exceeded.
• Gave subordinates opportunities to develop their own expertise and delegates effectively to ensure shared responsibility for work output.
• Continually trained, motivated and developed QA staff.
• Analyzed data / reports and provides recommendations to improve business performance.
• Drove process improvement within the Business Units by implementing new ideas/ concepts.
• Ensured timely and accurate completion of QA reports that are published to Senior Management.

• Monitored phone calls to ensure compliance to set standards and regulations for customer service and program-specific requirements
• Partnered with Operations to assist Associates to use the most efficient and effective means for handling customers while achieving program goals
• Provided training, coaching and feedback to associates to ensure that understand and meet policies for quality
• Analyzed and sent reports tp Operations regarding quality to ensure that each impact gets coached and to track increase or decrease in quality scores.

• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Provided primary customer support to internal and external customers.
• Informed customers about special promotions and provided detailed information for various products.
• Ensure all client and internal targets are met