Self-starting Operations Manager offering high-level experience in supervision of workover and completion operations. Adept at directing work of completion consultants and completion supervisors. Successful introducing lean manufacturing to increase productivity and cut costs of completion. Well organized, attentive to detail and vigilant in achieving safety and environmental impact reduction objectives.
Hi, I’m
Pia Bacanto
Operations Manager
Rizal, Philippines
Summary
Overview
9
years of professional experience
8
Certifications
Work History
TTEC
OPERATIONS MANAGER
03.2022 - Current
Job overview
- Started to handle our UK group for Escalation Phone Part of the launching team in Ahmedabad for Escalation Chat in October 2022 then transition this group to work in our Appeals Email in
- November 2022
- Handling second level of support or vSME to ensure consistency in performance (financial and KPI) Managing our Escalation Phone specific to our Work at Home teammates.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
TTEC
INTERN OPERATIONS MANAGER
01.2021 - 03.2022
Job overview
- Responsible for setting staff schedules, formulating workplace standards and policies, assigning work, and ensuring that projects are completed on time and on budget
- Monitor employee performance and identify ways to reduce costs and improve efficiency
- Handled CORE and PHD LOB (CTA, DMG and MBT Site) CORE - The service provided includes Medical maintenance,
- Account status check and Plan coverage review
- PHD - Supports Pharmacy and Providers for medication that is outside the normal refill process
- Override is the key item that dictates client star rating
TTEC
TEAM LEADER
11.2018 - 01.2021
Job overview
- Supervised 20-25 agents to deliver best customer experience through coaching and real-time support
- Motivates the team to drive performance and use their knowledge and skills to achieve the shared goals
- Delegates task when necessary to practice leadership skills to a high skill high will team member
- Listening and evaluating calls to check consistency of action plan that was took place
- Skill mastery and team member’s career development is also part of my bucket list
- Part of the launching team (Wave Zero) Been a hybrid trainer – Trained Waved 4 class which was also my first team after nesting
- 22 out of 22 advocates passed the deliberation OMNI Champion – successfully launched the OMNI System as the new softphone for PHD Override Champion – a go to person when handling critical overrides (override – used to allow medications to fill early when necessary)
TTEC
QUALITY ASSURANCE SPECIALIST
11.2016 - 11.2018
Job overview
- Listening and evaluating calls of representatives to ensure that they are addressing customers’ complaints as per protocols
- Identified strengths and weaknesses in employee communication and problem-resolution and reported violations when necessary
- Facilitating roll outs and calibrations to align goals with business needs
- Creating dashboards to help in reporting trends
- Managed four types of LOBs (Health and Welfare, Total Absence Management, Consumer
- Health Spending Account and Consolidated Omnibus Budget Reconciliation).
TTEC
LEAD AGENT
05.2016 - 10.2016
Job overview
- Act as a subject matter expert who answer agent questions regarding products and services
- Monitoring and evaluating agent performance, providing coaching opportunities
- Functions as a role model for staff
- Taking supervisor calls when needed.
TTEC
JOB TRAINER
12.2015 - 05.2016
Job overview
- (DISH NETWORK)
- TTEC, Coached, motivated and developed new hires
- Supervised 12-20 agents during nesting period
- Providing feedback to assigned team leader to help on onboarding of new agents in production
- Taking supervisor calls when needed.
- Led regular workshops focused on helping employees stay up to date on industry best practices.
TTEC
TECHNICAL SUPPORT REPRESENTATIVE
05.2014 - 11.2015
Job overview
- Responsible for assisting customers on a wide range of topics including payments, billing, product features and technical support
- Dedicated to resolving customers inquiries accurately and efficiently.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
Education
ABE INTERNATIONAL COLLEGE OF BUSINESS AND ACCOUNTANCY
DEGREE HOLDER BACHELOR OF INFORMATION SYSTEM
04.2013 - 04.2013
University Overview
- Awarded Magna Cum Laude
- Dean's List 1st year - 4th year
Skills
Strong data analysisundefined
Certification
Manager 101
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Fall seven times; stand up eight.
Timeline
OPERATIONS MANAGER
TTEC
03.2022 - Current
Manager 101
04-2021
INTERN OPERATIONS MANAGER
TTEC
01.2021 - 03.2022
GLD TLI 10 Habits of Effective Leaders
11-2019
TL 201 (Certified)
08-2019
TL 101 (Certified)
02-2019
TEAM LEADER
TTEC
11.2018 - 01.2021
Lean Six Sigma - White Belt Certified
08-2018
Assessing Your Own Leadership Performance
07-2018
Becoming an Inspirational Leader
07-2018
AIM: Quality Specialist Leadership Development Program
07-2017
QUALITY ASSURANCE SPECIALIST
TTEC
11.2016 - 11.2018
LEAD AGENT
TTEC
05.2016 - 10.2016
JOB TRAINER
TTEC
12.2015 - 05.2016
TECHNICAL SUPPORT REPRESENTATIVE
TTEC
05.2014 - 11.2015
ABE INTERNATIONAL COLLEGE OF BUSINESS AND ACCOUNTANCY
DEGREE HOLDER BACHELOR OF INFORMATION SYSTEM
04.2013 - 04.2013
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