EDUARDO VALDERAMA FLORES
NORTH CALOOCAN CITY
Summary
Experienced call center professional prepared to lead operations and drive success. Strong focus on fostering team collaboration and achieving results. Skilled in managing staff, optimizing processes, and ensuring customer satisfaction. Dependable, adaptable, and ready to meet changing needs.
Overview
13
13
years of professional experience
Work History
Operations Manager
IQOR Philippines
10.2023 - Current
- 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.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
Operations Supervisor
IQOR Philippines
08.2019 - 10.2023
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
- Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
- Developed and implemented standard operating procedures to ensure consistency in service delivery across all shifts.
Operations Supervisor
Teleperformance Philippines
06.2018 - 08.2019
Senior Quality Assurance Analyst
IBEX Global Solutions Philippines Inc.
09.2014 - 06.2018
- Established strong relationships with cross-functional teams, promoting effective communication and collaboration throughout the organization.
- Improved customer satisfaction with software products by conducting thorough usability tests.
- Optimized test cases to maximize success of manual software testing.
- Reduced defects in production releases by implementing rigorous testing procedures.
- Served as a subject matter expert on regulatory standards and compliance requirements for various industries served by our software solutions.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Mentored junior QA analysts, fostering a culture of continuous improvement and knowledge sharing within the team.
Quality Assurance Analyst
Sycore Business Solutions
01.2012 - 09.2014
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Education
Bachelor of Arts - Psychology, Industrial Psychology
University of Southern Mindanao
Kabacan, CotabatoHigh school -
Notre Dame of Surala
Surallah, South CotabatoElementary -
Lamian Central Elementary School
Lamian, SurallahSkills
- Excellent organizational skills
- Good conflict resolution
- Proven leadership skills
- Great decision-making skills
- Strong attention to detail
- Adept at budgeting and forecasting
- Ability to transform data into actionable, strategic decisions
Special Trainings
- Walmart Managers Summit, Davao City, 05/01/24
- On Deq Program for Managers, Bacolod City, 2022
- Certificate of Completion in Peak Performance Coaching Leadership Training Program, Bacolod City, 03/01/21
- Certificate of Completion in TOPS (Teleperformance Operational Processes and Standards), Cagayan de Oro City, 11/01/18
- Certificate of Recognition for being the Top Performer of 1-800 Flowers – IBEX, Boracay Island, Aklan, 08/01/15
- Certificate of Participation-ADMINISTRATIVE Level in the PSALM Leadership Training Institute, Davao City, 03/31/10 - 04/07/10
- Certificate of Participation-SPECIALIZED Level in the PSALM Leadership Training Institute, Malaybalay City, Bukidnon, 10/26/09 - 11/02/09
- Certificate of Participation- Teaching Staff in the PSALM District Leadership Training Institute, Kabacan, Cotabato, 02/01/09
- Certificate of Participation in the University Faculty and Staff Evaluation, Kabacan, Cotabato, 02/01/09
- Certificate of Participation- ExeCom Chairman in the PSALM District Leadership Training Institute, Kabacan, Cotabato, 02/01/09
- Certificate of Participation in the True Love Waits Campaign, Kabacan, Cotabato, 02/01/09
- Certificate of Participation-Support Chairman in the PSALM District Leadership Training Institute, Kabacan, Cotabato, 02/01/08
- Certificate of participation in the Grow Growth Program by the University of Mindanao, Kabacan, Cotabato, 2008
- Certificate of Participation- ADVANCE Level Trainee in the PSALM District Leadership Training Institute, Kabacan, Cotabato, 02/01/08
- Certificate of Participation-BASIC Level Trainee in the PSALM District Leadership Training Institute, Kabacan, Cotabato, 02/01/07
Personal Information
- Age: 37
- Height: 5'8"
- Weight: 110 kg
- Father's Name: Rodolfo A. Flores
- Mother's Name: Elisa V. Flores
- Date of Birth: 08/03/87
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Protestant (CAMACOP)
Special Skills
- Communication (Oral and Written)
- Good Social Skill
- Team Player/ Leader
- Emceeing
- Computer and Internet Literate
Timeline
Operations Manager
IQOR Philippines
10.2023 - Current
Operations Supervisor
IQOR Philippines
08.2019 - 10.2023
Operations Supervisor
Teleperformance Philippines
06.2018 - 08.2019
Senior Quality Assurance Analyst
IBEX Global Solutions Philippines Inc.
09.2014 - 06.2018
Quality Assurance Analyst
Sycore Business Solutions
01.2012 - 09.2014
High school -
Notre Dame of Surala
Elementary -
Lamian Central Elementary School
Bachelor of Arts - Psychology, Industrial Psychology
University of Southern Mindanao
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