Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Quote
Timeline
Hi, I’m

Pia Bacanto

Operations Manager
Rizal, Philippines
Pia Bacanto

Summary

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.

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
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Quote

Fall seven times; stand up eight.
Japanese proverb

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
Pia BacantoOperations Manager