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
1
1
Certification
8
8
years of professional experience
Work History
Operations Supervisor
Concentrix Daksh Philippines
Remote
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
Quezon City, Metro Manila, 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
Quezon City, Metro Manila, 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