HAMLET G. PATERNO

18 years of working experience in the BPO Operations, Shared Services, Leadership and Quality Excellence 15 years of Business Operations, Client Services, Project Management and Leadership / Managerial Experience 5 years of experience as Senior Manager handling Walmart Canada which is both a Retail E-commerce and Financial program. Grew this business from Wave 1 with 20 FTEs to almost 800 during peak season every Q4.

3 years as Director of Operations and Transitions with proven history of leading high-performing teams and executing strategic initiatives that drive organizational growth. Successfully directed cross-functional projects that resulted in significant process improvements and operational efficiencies. Recently planned and implemented AI integrations with a Healthcare programe utilizing a call minter system, Noise Cancellation and Accent Neutralization Technologies. Demonstrated leadership and communication skills in fostering collaborative environments and delivering impactful results.

• Facilitated and implemented a 30-60-90 day plan including multiple process improvements for Bath and Body Works Peak preparedness resulting to 20% improvement in Training throughput, an average of 4% improvement in overall retention and 12 consecutive weeks of consistently exceeding Quality target
• Launched and implemented change process management for Shared Services recruitment strategy increasing candidate pool by 30% throughout 2022
• Launched and implemented Shared Services tracking and reporting mechanism allowing the team to track project completion 100% through 2022 resulting to productivity increase by 30% for the year
• Conceptualized, planned and trained CSAT Awareness, SMART Coaching Objectives, Speech lab and Knowledge Base supplemental materials for Bath and Body Works in 2023
• Authored and implemented the Transitions Checklist which serves as a bible for Transitions Accounts and measures readiness of handover to BAU programs
• Headed Peak Operating Standards and 222 Audits measuring program alignment, measurement and successful implementation of Global Operating Standards for programs I supported in 2023
• Facilitated Quality Process Optimization for Bath and Body Works aligned with Global organization targets and goals allowing proof of concept and implementing and cascading these guidelines into exceeding Quality targets for the organization for 12 consecutive months
• Created, maintained and carried out key learnings from the 30-60-90 day plan for Bath and Body Works through actively maintaining key actions, progress and take-aways up to and including project fruition through a Project Management and Delivery Approach
• Functioned as both Operations Director and Project Manager for Kroll and launched program successfully and simultaneously across 3 different sites in Manila, Baguio and Tarlac
• Increased productivity by 20% for Shared Services in terms of projects completed compared to previous year
• Exceeded and met ROI targets for Shared Services for 2022 and improved previous year ROI by 20%
• Implemented a performance review and performance appraisal process for Shared Services increasing employee morale and retention
• Successfully launched Walmart Canada Ecommerce with 20 HC in May of 2016
• Effectively grew Walmart Canada Ecommerce servicing 4 major voice lines, Email Back Office and Escalations to a maximum of 200 HC from 2016 to date
• Launched and grew Walmart Canada Store Support by 300%. Starting from 20 HC, expanded the operations to 60 HC
• Successfully launched Walmart Bank of Canada starting with 10 HC in 2015
• Successfully grew Walmart Bank of Canada to 60 HC to date and has partnered with clients to fruition for 3 years
• Successfully grew Walmart Canada business and presence in Alorica with 200% growth from 2015
• Successfully passed and exceeded 95% of client metrics and goals all across the Walmart Canada Business
• Successfully surpassed client expectations throughout Golden Quarter and Shopping Season (Q3) for 3 years
• Successfully met Gross Profit and Revenue Margins of 24% for Walmart Canada to date
• Successfully met Bill to Pay and Efficiency Goals for 2017 (85%) for all Walmart Canada Businesses
• Successfully exceeded Annualized Attrition and Employee Retention Goals (45% versus 64%) for 2017