Harold Sanguyo
Operations Manager
Candaba
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. Exceptional Operations Manager focused on successful team building, cost-cutting and operational improvements. Determined to cut costs without impacting quality of products and services. Reliable team player committed to building high-performing teams.
Overview
15
15
years of professional experience
Work History
OPERATIONS MANAGER
TELETECH - T-MOBILE USA, IN C
09.2022 - 12.2023
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Devised processes to boost long-term business success and increase profit levels.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize customer satisfaction.
- Analyzed and reported on key performance metrics to senior management.
- Developed and maintained relationships with external vendors and suppliers.
- Developed systems and procedures to improve operational quality and team efficiency.
- Improve operational management systems, processes and best practices
CUSTOMER CARE SUPERVISOR
TELETECH-T-MOBILE USA, IN C
02.2019 - 09.2022
- Monitor compliance risks while adhering to safety protocols.
- Evaluate interactions between associates and customers to assess personnel performance.
- Supervise daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Establish performance and service goals and held associates accountable for individual performance.
- Partner with business leaders to deliver services that support company objectives and consistent with corporate values.
- Handle complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Conduct training and mentored team members to promote productivity and commitment to friendly service.
- Monitor metrics and developed actionable insights to improve efficiency and performance.
- Applu best practices in customer service, sales, and employee management to exceed organizational goals.
CUSTOMER CARE ASSISTANT SUPERVISOR
TELETECH-T-MOBI LE USA, IN C
06.2017 - 02.2019
- Assisted call-in customers with questions and orders.
- Logged call information and solutions provided into internal database.
- Resolved concerns with products or services to help with retention and drive sales.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
- Trained new employees on best practices and customer care procedures to eliminate inefficiencies.
CUSTOMER SERVICE REPRESENTATIVE II
TELETECH-T-MOBILE USA, INC
12.2015 - 06.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Processed customer service orders promptly to increase customer satisfaction.
- Handled customer inquiries and suggestions courteously and professionally.
- Utilized customer service software to manage interactions and track customer satisfaction.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
TECHNICAL SUPPORT REPRESENTATIVE
TELETECH - CLEARWIRE
07.2011 - 12.2015
- Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services
- Gather customer's information and determine the issue by evaluating and analyzing the symptoms
- Diagnose and resolve technical hardware and software issues involving internet connectivity, email clients, IPTV, VOIP and more
- Research required information using available resources
- Identify and escalate priority issues per Client specifications.
TEACHER
ST MARYS ANGELS COLLEGE OF PAMPANGA
05.2009 - 05.2011
- Developing and issuing educational content including notes, tests, and assignments
- Supervising classes to ensure all students are learning in a safe and productive environment
- Organizing supplies and resources for lectures and presentations
- Planning and implementing educational activities and events
- Preparing and distributing periodic progress reports and semester report cards.
- Communicated frequently with parents, students, and faculty to provide feedback and discuss instructional strategies.
- Graded and evaluated student assignments, papers, and course work.
- Kept students on-task with proactive behavior modification and positive reinforcement strategies.
- Planned and implemented integrated lessons to meet national standards.
- Incorporated exciting and engaging activities to achieve student participation and hands-on learning.
- Incorporated multiple types of teaching strategies into classroom.
Education
Bachelor of Science - Information Technology
Don Honorio Ventura State University
Bacolor, Province Of Pampanga, Philippines 04.2001 -
Skills
Mentoring and Coachingundefined
Timeline
OPERATIONS MANAGER
TELETECH - T-MOBILE USA, IN C
09.2022 - 12.2023
CUSTOMER CARE SUPERVISOR
TELETECH-T-MOBILE USA, IN C
02.2019 - 09.2022
CUSTOMER CARE ASSISTANT SUPERVISOR
TELETECH-T-MOBI LE USA, IN C
06.2017 - 02.2019
CUSTOMER SERVICE REPRESENTATIVE II
TELETECH-T-MOBILE USA, INC
12.2015 - 06.2017
TECHNICAL SUPPORT REPRESENTATIVE
TELETECH - CLEARWIRE
07.2011 - 12.2015
TEACHER
ST MARYS ANGELS COLLEGE OF PAMPANGA
05.2009 - 05.2011
Bachelor of Science - Information Technology
Don Honorio Ventura State University
04.2001 -
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