Estela Marie Joy Beldad
Operations Manager
Marikina City
Summary
Seasoned Operations Manager and talented leader with 8 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
19
19
years of professional experience
Work History
Operations Manager II (Project Management – Community Hub)
Concentrix Daksh Services Philippines
07.2021 - 04.2024
- Ensures day-to-day operations of the Mobile Hub and Community Hubs
- Attend stakeholder meeting on a daily/weekly/Monthly or as needed basis to discuss Hub performance based on the key operational metrics.
- Monitor daily all areas of performance metrics to assure that standards are met across the board referring to a database, a program or reports.
- Interface with departments, do presentation regarding performance of the hub if need be and raise issues that are out of ordinary.
Associate Leader – Service Delivery
Concentrix Daksh Services Philippines
10.2017 - 07.2021
- Oversee daily operations to ensure consistent achievement of client KPIs, SLAs, and quality standards.
- Lead, coach, and develop team supervisors and agents to drive performance, engagement, and retention.
- Analyze operational data and metrics to identify trends, risks, and opportunities for process improvement.
- Partner with clients and internal stakeholders to align service delivery with business goals and expectations.
- Manage staffing, scheduling, and resource allocation to optimize productivity and service efficiency.
- Support implementation of new processes, technologies, and initiatives to enhance overall delivery excellence.
Operations Manager
Concentrix Daksh Services Philippines
12.2014 - 10.2017
- Lead overall site or program operations to ensure delivery of high-quality customer experience and compliance with financial regulations and client SLAs.
- Drive performance management by monitoring key metrics such as CSAT, AHT, accuracy, and compliance adherence.
- Collaborate with clients and internal stakeholders to design and execute strategies that support business growth and process optimization.
- Ensure operational compliance with data privacy, KYC, AML, and other financial service requirements.
- Mentor and develop team leaders and supervisors, fostering a culture of accountability, continuous improvement, and ethical service.
- Analyze business trends and financial data to forecast volume, optimize staffing, and improve operational efficiency and profitability.
Deputy Manager – Operations
Concentrix Daksh Services Philippines
10.2011 - 12.2014
Assistant Manager – Operations
Concentrix Daksh Services Philippines
04.2010 - 10.2011
Sr. Team Captain
TELUS International Philippines, Market Market, Taguig
Taguig
09.2007 - 10.2009
- Handles 15 – 22 Customer Care Representatives / Escalation Agents
- Perform Team Captain/Team Lead Tasks
- Assigned Special Tasks:
- Client Point of Contact for Special Projects
- Cluster OIC/POC
Team Captain
TELUS International Philippines, Market Market, Taguig
Taguig
03.2007 - 08.2007
- Handle 10-15 Customer Care Representative
- Perform Team Captain/Team Lead Tasks
Customer Service Representative
TELUS International Philippines, Market Market, Taguig
Taguig
01.2005 - 02.2007
- Handle customer bill inquiries and complaints.
- Process customer enrolment for new accounts and other service requests
Education
Engineering Graduate - Electronic Communications
Computer Arts and Technological College
04.2002
Skills
Excellent Communication Skills
Knowledgeable in MS Office Application
Team leadership
Operational efficiency
Excellent leadership skills
Process improvement
Performance monitoring
Customer service
Problem-solving
Operations management
Timeline
Operations Manager II (Project Management – Community Hub)
Concentrix Daksh Services Philippines
07.2021 - 04.2024
Associate Leader – Service Delivery
Concentrix Daksh Services Philippines
10.2017 - 07.2021
Operations Manager
Concentrix Daksh Services Philippines
12.2014 - 10.2017
Deputy Manager – Operations
Concentrix Daksh Services Philippines
10.2011 - 12.2014
Assistant Manager – Operations
Concentrix Daksh Services Philippines
04.2010 - 10.2011
Sr. Team Captain
TELUS International Philippines, Market Market, Taguig
09.2007 - 10.2009
Team Captain
TELUS International Philippines, Market Market, Taguig
03.2007 - 08.2007
Customer Service Representative
TELUS International Philippines, Market Market, Taguig
01.2005 - 02.2007
Engineering Graduate - Electronic Communications
Computer Arts and Technological College