Operations Manager
EMMANUEL A. LORENZO
Sagility
Tondo,manila
Summary
Results-driven leader with 15 years of experience in contact center operations across diverse sectors including technical, sales, healthcare, and customer support. Expertise in account maintenance and problem-solving, implementing systems to prevent issues proactively. Proven ability to transform underperforming agents into high performers and consistently exceed program targets, ready to leverage strategic planning and client management skills to enhance service quality at a senior level.
8
Years of experience
1
Language
Work History
Operations Manager
- Managed scheduling and resource allocation to balance workload and maintain coverage.
- 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.
- 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.
- Developed and implemented strategies to maximize customer satisfaction.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
Coach
- Coached team members on customer experience standards, strengthening consistency and service quality.
- Mentored associates through performance feedback, improving confidence and daily execution.
- Refined coaching methods using performance data, increasing accountability and follow-through.
- Supported frontline staff with difficult customer issues, promoting effective resolution and retention.
- Enhanced team performance by developing and implementing effective coaching strategies.
Mentor
- To provide coaching sessions to the mini cluster composed of 4 customer representatives
- To deliver proficiency in terms of transferring knowledge - Product wise
- To do role play / mock calls to consultants
- To deliver proficiency in terms of transfering knowledge - Product wise
Fraud Specialist
- Managed program performance and activity, ensuring alignment with client expectations.
- Coaching and Mentoring 16 representatives to ensure excellent performance
- Identified and pursued business development opportunities to expand service offerings.
- Created weekly/monthly business reviews for client, presenting program metrics and discussing highlights and lowlights.
- Worked at Convergys in Glorietta 5, Makati City, providing customer service support.
Fraud Specialist
- Consulted on inbound calls, ensuring customer accounts were thoroughly protected.
- Conducted investigations into unauthorized transactions, including PII and identity theft.
- Process disputes and claims for resolved cases.
- Updated customer account information and replaced credit cards, ensuring timely delivery to respective addresses.
- Worked at Telus on the 4th floor of Market Market in Taguig City.
Team Leader
- Managed program performance and activity.
- Responsible in creating Weekly/Monthly business reviews for the client and discussing program metrics, highlights and lowlights of the program
- Identified and pursued business development opportunities to enhance service offerings.
- Responsible for creating Weekly/Monthly business reviews for the client and discussing program metrics, highlights and lowlights of the program
- Worked at Reliance Global Services in Ortigas Center.
Operations Manager
5 Months- Directed daily operations, aligning staffing, workflows, and service priorities to support customer experience goals.
- Analyzed performance reports to identify process gaps and improve operational efficiency.
- Implemented workflow improvements that strengthened accuracy, compliance, and turnaround times.
- Coordinated cross-functional teams to resolve escalations and maintain service consistency.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Monitored KPIs and operational trends to support informed planning and decision-making.
- Coached team members on operational procedures, service standards, and productivity expectations.
- Standardized reporting and communication routines to improve visibility across business operations.
Senior Operations Manager
8 Years 4 Months- Establish and maintain communication with clients and/or team members; understand needs, resolve issues and meet expectations.
- Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations.
- Recommended enhancements to processes, improving ease and efficiency.
- Oversee and manage performance and service quality to guarantee customer satisfaction.
- Assessed training needs to equip staff with essential skills and knowledge.
- Act as a primary person to contact for client, executives of both Sutherland and T-Mobile.
- Knowledgeable in terms of P&L - Financials
- July 2018 – Present
Education
BSN - Nursing
College Graduate
Skills
Verbal communication
Customer engagement
Analytical problem-solving
Operational software
Comprehensive understanding of products
Performance management
Digital tools
Clear verbal and written communication
Product knowledge
Project management
TRAININGS
- GROW Coaching Approach
- AMU: Financial 101 for Non-Finance Leaders
- AMU: Sutherland Profit and Loss Overview
- AMU: Latest Estimate Process Overview
- AMU: A Week in the Life of an Account Manager
- AMU: Driving Performance
- AMU: Mastering Dialogue
- AMU: Captivating your Audience
- AMU: Delivering Impactful Business Reviews
- AMU: Building Operational Efficiencies
- AMU: Team-Mate Retention
- AMU: The Art of Stay Interviews
- AMU: Coaching Triads
- AMU: Managing Change on a Day-to-Day Basis
- AMU: Hiring Only The Best
Languages
English
Work History
01-2019
Languages
5
Timeline
Operations Manager
Sagility
06.2026 - Current
Senior Operations Manager
Sutherland Global Services
07.2018 - Current
St. Rita Hospital College of Nursing
BSN from Nursing
Operations Manager
T-Mobile, USA
Coach
T-Mobile, USA
Mentor
T-Mobile, USA
Fraud Specialist
American Express
Fraud Specialist
Greendot
Team Leader
California Medical