Erica Laguitao
Manila, Metro Manila
Summary
Dynamic Operations Manager with a proven track record at Concentrix-CVG Philippines, excelling in team leadership and conflict resolution. Enhanced customer satisfaction through effective communication and empowered staff accountability, leading to improved performance outcomes. Skilled in KPI tracking and data analysis, fostering a collaborative environment that drives success.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Operations Manager
Concentrix-CVG Phillippines
03.2021 - 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.
Team Leader – Mobility Sales and Service
CONCENTRIX PHIL
03.2021 - 09.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
Project Coach – Verizon Telco Account
AFNI PHILS.
03.2017 - 03.2021
- Improved project outcomes by implementing effective coaching strategies and fostering a collaborative team environment.
- Developed customized coaching plans for individual team members based on their unique strengths, weaknesses, and growth opportunities.
- Enhanced team performance by conducting regular training sessions on key project management methodologies, tools, and best practices.
Team Leader
OMNIGLOBE INTERNATIONAL
08.2012 - 03.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Voice and Chat Support Agent
OMNIGLOBE INTERNATIONAL
01.2011 - 08.2012
- Delivered professional phone and chatsupport, maintaining a consistently positive tone throughout all communications.
- Escalated critical issues promptly to ensure rapid resolution for clients experiencing significant difficulties or potential business impact.
- Participated in regular training sessions to stay updated on the latest product developments and industry trends.
- Worked closely with account managers in handling unique or sensitive client situations requiring personalized attention and care during problem-solving activities.
Education
Bachelor of Arts - Business
Communication Management
Bulacan, Province Of Bulacan, Philippines04-2011
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service and Sales
- Operations monitoring
- Employee relations and conflict resolution
- Customer relationship management (CRM)
- KPI tracking
- Data analysis
- Cultural awareness
Accomplishments
- Promoted to Team Leader after a year with company years with the Omniglobe International.
- Promoted to Operations Manager after 8 months of being support team leader with Concentrix GVG Phillippines
Certification
- Leadership Academy, Concentrix GVG Phillippines - March 4 to 7 2023
- Coach 101 Training September 6 - 5 2017. Afni Phillippines
- SPC Coaching Effectiveness - From August 12-16 2025
- LEAP – Leadership Execution Accountability and Performance Training From June 12-15, 20223
Timeline
Operations Manager
Concentrix-CVG Phillippines
03.2021 - Current
Team Leader – Mobility Sales and Service
CONCENTRIX PHIL
03.2021 - 09.2023
Project Coach – Verizon Telco Account
AFNI PHILS.
03.2017 - 03.2021
Team Leader
OMNIGLOBE INTERNATIONAL
08.2012 - 03.2017
Voice and Chat Support Agent
OMNIGLOBE INTERNATIONAL
01.2011 - 08.2012
Bachelor of Arts - Business
Communication Management
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