Glennmark Dejesus
Quezon City, Metro Manila
Summary
Dynamic Operations Manager with a proven track record at Alorica, excelling in team leadership and operational efficiency. Spearheaded initiatives that enhanced customer satisfaction and streamlined workflows. Skilled in strategic planning and performance management, fostering collaboration and driving results through effective communication and employee motivation.
Overview
11
11
years of professional experience
Work History
Operations Manager
Alorica
04.2022 - 11.2025
- Led cross-functional teams to streamline operational workflows and enhance efficiency.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Facilitated smooth collaboration between departments through clear communication channels.
- Developed and implemented strategies to maximize customer satisfaction.
- Developed training programs for new hires, increasing team productivity and performance standards.
- Analyzed performance metrics to identify trends and inform strategic decision-making initiatives.
- Facilitated regular meetings to ensure alignment on goals and foster collaboration among departments.
- Supervised operations staff and kept employees compliant with company policies and procedures.
Team Manager
Alorica
04.2018 - 10.2022
- Led team to enhance customer service delivery and improve client satisfaction scores.
- Developed training programs to elevate staff performance and ensure adherence to company standards.
- Implemented process improvements that streamlined operations and reduced response times.
- Coordinated cross-functional teams to drive project initiatives and achieve organizational goals.
- Analyzed performance metrics to identify trends and inform strategic decision-making processes.
- Facilitated regular team meetings to communicate objectives, share feedback, and celebrate successes.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
Customer Service Representative and Mentor
Alorica
07.2016 - 03.2018
- Delivered exceptional customer service by resolving inquiries and issues efficiently.
- Managed high-volume calls while maintaining a positive rapport with customers.
- Documented customer interactions accurately in CRM systems for improved data management.
- Trained new team members on call handling procedures and best practices.
- Resolved customer inquiries, ensuring prompt and accurate responses to enhance satisfaction.
Service Crew Member
McDonald's
01.2015 - 07.2016
- Delivered exceptional customer service by promptly addressing customer inquiries and concerns.
- Operated point-of-sale systems efficiently, ensuring accurate order processing and cash handling.
- Collaborated with team members to maintain cleanliness and organization of dining and kitchen areas.
- Assisted in training new crew members on operational procedures and customer service standards.
- Streamlined food preparation processes, improving overall service speed during peak hours.
Education
Bachelor of Science in Entrepreneurship - Marketing Management
Quezon City Polytechnic University
Quezon City, Metro Manila, Philippines05-2016
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Operational efficiency
- Decision-making
- Planning and implementation
- Employee motivation
- Customer relationship management
- MS office
- Goal setting
- Maintaining compliance
- Strategic planning
- Performance management
Accomplishments
Awarded as Top Operations Manager for the month of July and August, 2025
Awarded as Top Operations Manager for the month of April, July and August 2024
Awarded as Top Operations Manager for Quarter 3, 2024
Awarded as Top Team Manager for Quarter 2, 2021
Awarded as Top Team Manager for the month of February, May and July 2021
Timeline
Operations Manager
Alorica
04.2022 - 11.2025
Team Manager
Alorica
04.2018 - 10.2022
Customer Service Representative and Mentor
Alorica
07.2016 - 03.2018
Service Crew Member
McDonald's
01.2015 - 07.2016
Bachelor of Science in Entrepreneurship - Marketing Management
Quezon City Polytechnic University