Georgette Ong
Operations, Supervisor
Caloocan City
Summary
Dynamic Operations Supervisor with a proven track record of addressing routine and complex business challenges through innovative strategies. Recognized for unwavering dedication and a strong work ethic, consistently driving teams toward operational excellence. Expertise in streamlining processes and enhancing productivity has resulted in significant improvements in overall performance. Committed to fostering a collaborative environment that empowers team members to reach their full potential.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Operations Supervisor
Concentrix Daksh Philippines
08.2022 - Current
- Managed 15-18 agents
- Responsible for the attainment of client set goals, efficiency targets and overall team performance
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- 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.
- Managed difficult conversations with compassion and professionalism, helping deescalate tense situations while maintaining a focus on finding resolutions.
- Maintained confidential patient, employee and company information in compliance with company policies and regulatory requirements.
- Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.
- Expanded knowledge on medical terminology and insurance policies through continuous learning initiatives, enhancing accuracy in communication with clients.
Operations Supervisor
Teleperformance Philippines
01.2020 - 06.2022
- Managed 15-18 agents
- Responsible for the attainment of client set goals, efficiency targets and overall team performance
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- 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.
Flex Operations Manager
Teleperformance Philippines
11.2021 - 05.2022
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
Customer Service Representative
Teleperformance Philippines
11.2018 - 12.2019
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Exceeded performance metrics consistently, earning recognition as a top performer within the team.
- Managed over 30-50 calls per day
Education
Bachelor of Science - Pharmacy
01-2024
S.Y 2014-2024
- Community Pharmacy, Mercury Drug Corporation, Completed 200 Hours of Minor Community Internship in Year 2016.
- Manufacturing Pharmacy, Delex Pharma International Inc., Completed 200 Hours of Minor Manufacturing Internship in Year 2019.
- Hospital Pharmacy, Valenzuela Citicare Medical Center, Completed 200 Hours of Minor Hospital Internship and 360 Hours of Major Hospital Internship in Year 2018.
High School Diploma -
04.2001 -
S.Y. 2010-2014
Skills
Six Sigma White Belt certified
Certified mental wellness partner
Proficient in sales
Process optimization management
Customer service expertise
Monitoring performance metrics
Team leadership
Problem-solving analysis
Staff skill enhancement
Facilitating employee engagement
Detail-oriented analysis
Proficient in Microsoft Office
Certification
Mental Wellness Partner
Timeline
Mental Wellness Partner
07-2024
Operations Supervisor - Concentrix Daksh Philippines
08.2022 - Current
Flex Operations Manager - Teleperformance Philippines
11.2021 - 05.2022
Operations Supervisor - Teleperformance Philippines
01.2020 - 06.2022
Customer Service Representative - Teleperformance Philippines
11.2018 - 12.2019
Corinthian School of Valenzuela City - High School Diploma,
04.2001 -
Our Lady of Fatima University (OLFU) - Bachelor of Science, Pharmacy