Gerardo Tiongson
Cainta
Summary
Dynamic Operations Team Manager with extensive experience at Cognizant Technologies Solutions, adept at developing operational strategies that enhance efficiency and drive KPI achievement. Proven track record in cross-functional collaboration and client engagement, successfully launching new programs and improving performance standards to exceed business objectives. Strong leadership and workflow management skills.
Overview
27
27
years of professional experience
Work History
Operations Team Manager
Cognizant Technologies Solutions
Quezon City
03.2022 - Current
- Reporting to the Deputy General Manager.
- Managing multiple workflows from Operations and Quality for a web search company.
- Managed day-to-day operations of team members in multiple workflows.
- Developed and implemented operational strategies to enhance efficiency and productivity.
- Created policies and procedures for improved workflow processes.
- Provided leadership and guidance to subordinate managers and supervisors.
- Coordinated cross-functional teams to streamline communication among global teams.
- Managed day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
Operations Manager (Project)
Sterling Global Call Center
Pasig City
09.2021 - Current
- Reports directly to the Vice President of Operations
- Have handled teams, projects and tasks from Operations, Workforce, Training Quality, Reports and Business Development
- Ensures that all programs/lines of business process and procedures are adhered to and that metric expectations are met.
- Provided development and directions to Program Managers and Leaders on improving performance, quality of service to clients and improved revenue.
- Responsible for managing call center operations activities including day-to-day operations, training and quality for multiple programs and lines of business that contribute to the acquisition, satisfaction and retention of clients.
- Ensures achievement of KPIs, Service levels, business objectives and financial targets.
- Helped with business development, acquisition of new programs/clients thru bidding and commercial presentations and discussions.
Assistant Call Center Manager
Conduit Global Philippines/kgb Philippines, Inc.
Sta. Rosa, Laguna/Pasig City
08.2015 - 05.2021
- Reports directly to the Call Center Director.
- Experienced managing multiple lines of business from a US Telco voice and novice program/s providing Customer Service, Technical and Sales
- Experienced managing up to 150 agent, 9 Lead CSR and 10 Team Managers.
- Provided development and work directions to Team Managers and Lead CSRs on enhancing organizational performance and career progression.
- Successful in driving revenue thru profit and loss and spear heading action plans to meet internal financial targets and client contractual obligations thru performance standards in the areas of quality, efficiency, productivity and understanding service level agreements to avoid penalties and earn additional revenue for the program.
- Manages daily operations and process improvements in meeting set targets.
- Experienced with planning and helped successfully launched 3 new lines of business from multiple sites.
- Comfortable preparing spread sheets and conducting client business presentations.
Operations Manager
iQor Philippines, Inc.
Dasmarinas, Cavite
01.2014 - 07.2015
- Reported directly to the Call Center Director
- Experienced managing 2 lines of business from a US Telco voice accounts focusing on Customer Service and Technical.
- Responsible for leadership and development of external and internal Team Managers joining the program.
- Lead and facilitate Human Resource functions as needed.
- Successfully launched and established a new line of business and improved site ranking from bottom to the top within 3 months.
Assistant Call Center Manager/Team Manager
Teleperformance
Pasig City
07.2007 - 01.2014
- Reported directly to the Call Center Managers
- Recognized for quality performance through career advancement after 5 years of being a Team Manager.
- Handled accounts from US Financial, IT and Telco voice programs focusing on Customer Service, Technical and Sales.
- Experience earned from launching and building teams from start-up programs.
- Oversees daily operations and its various components to meet client and company standards in meeting set goals and compliance process.
Channel Manager
Standard Chartered Bank
Makati City
09.2006 - 07.2007
- Managed 4 outsourced service providers/vendors with a total of over 500 seats/agents.
- Help drive and manage daily productivity of service partners, conduct business reviews and formulate and recommend strategies to improve business profits.
- Assist in providing training and development of service partners.
- Responsible for geographical business development, assessing business potential for the area and accredit additional service providers as needed.
- Ensure compliance with the group standards and regulatory requirements set by the Risk Management and Control Unit, implementing fraud control systems and ensure escalation mechanism are followed and appropriate disciplinary process and/or penalties are implemented.
Channel Manager
Citibank NA.
Quezon City
08.2002 - 09.2006
- Managed 6 in housed and outsourced service providers/vendors with a total of over 300 seats/agents.
- Help drive and manage daily productivity of service partners, conduct business reviews and formulate and recommend strategies to improve business profits.
- Assist in providing training and development of service partners.
- Responsible for geographical business development, assessing business potential for the area and accredit additional service providers as needed.
- Ensure compliance with the group standards and regulatory requirements set by the Risk Management and Control Unit, implementing fraud control systems and ensure escalation mechanism are followed and appropriate disciplinary process and/or penalties are implemented.
Senior Team Leader
Parlance Systems, Inc. (ePLDT)
Makati City
10.2000 - 07.2002
- Reported directly to the Call Center Manager
- Handled an account for a US Satellite TV Provider
- Provided training and development for top 20% of agents to be future leaders for the program.
- Closely coordinates with the training teams to utilize senior reps for new hire development.
Team Leader
AIG Credit Cards Philippines, Inc
Pasig City
10.1998 - 09.2000
- Coordinates with concerned departments regarding sales related activities
- Monitor and provide recommendations regarding implemented directives on promotions and selling products and services.
- Responsible for staff development and performance evaluations
Education
Bachelor of Science - Business Management majored in Management
International Academy of Management and Economics
Makati City10.1998
Skills
- Operational strategy and policy development
- Workflow management and operational efficiency
- KPI achievement and performance tracking
- Cross-functional coordination and collaboration
Training And Development
- Lean Six Sigma Black Belt (in training), Process Doctors Academy, in progress
- Generative AI Accelerator Program II, 05/24
- Generative AI Foundations Training, 09/23
- ChatGPT: Complete Chat GPT course for work 2023, 09/23
- Executive briefing: Artificial Intelligence (AI) and ChatGPT, 09/23
- Master Cognitive Biases and Improve your Critical Thinking, 09/23
- Lean Six Sigma Green Belt, Process Doctors Academy, 08/21
- 1% Better Every day, Process Doctors Academy, 08/21
- Power of Positive Thinking, Process Doctors Academy, 08/21
- Wired for Greatness, Process Doctors Academy, 08/21
- Relentless Drive (Trained), Process Doctors Academy, 08/21
- Work from Home Productivity, Process Doctors Academy, 08/21
- Passion to Purpose: The Journey to Authentic Leadership (Certified), Ateneo de Manila Graduate School of Business - Center for Continuing Education, 01/20
- Bankable Leadership: Happy People, Bottom-Line Results, and the Power to Deliver Both, iQor Philippines, 06/15
- ACCM TOPS Building, Teleperformance, 01/12
- Supervisory Development Program, Guthrie Jensen, 11/02
- Service Mileage, Guthrie Jensen, 02/02
References
References available upon request.
Timeline
Operations Team Manager
Cognizant Technologies Solutions
03.2022 - Current
Operations Manager (Project)
Sterling Global Call Center
09.2021 - Current
Assistant Call Center Manager
Conduit Global Philippines/kgb Philippines, Inc.
08.2015 - 05.2021
Operations Manager
iQor Philippines, Inc.
01.2014 - 07.2015
Assistant Call Center Manager/Team Manager
Teleperformance
07.2007 - 01.2014
Channel Manager
Standard Chartered Bank
09.2006 - 07.2007
Channel Manager
Citibank NA.
08.2002 - 09.2006
Senior Team Leader
Parlance Systems, Inc. (ePLDT)
10.2000 - 07.2002
Team Leader
AIG Credit Cards Philippines, Inc
10.1998 - 09.2000
Bachelor of Science - Business Management majored in Management
International Academy of Management and Economics
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