Iris Antolo
Operations Supervisor
Taguig City,NCR
Summary
Versatile Operations Supervisor successful at taking on routine and complex business challenges with resourceful and creative approach. Recognized as driven, dedicated and hardworking leader with history of streamlining operations and increasing results.
Overview
4
4
years of post-secondary education
12
12
years of professional experience
Work History
Operations Supervisor
Parcelpoint
Sydney, Australia
02.2018 - Current
- Logistics- Manage Doorstep - Local deliveries by ensuring runners are fully aware and prepared for their jobs
- Create runs and supervises runners/drivers making sure any issues/problems are attended and fixed right away
- Do agent performance monitoring and conducted root cause analysis on issues encountered and provide solutions
- Process EOI's, Training and do Onboarding of new Agents
- Respond to escalation enquiries and do supervisory calls when needed
- Process returns/ pickup/doorstep exceptions
- Do reports daily and send to retailers ensuring customers are fully informed on issues about possible late deliveries
- Developed and deepened relationships with customers, retailers and drop off agents.
- Encouraged and promoted ideas aligned to business needs and benefits.
- Processed inbound and outbound calls with high accuracy and suggested spiels effective for customer satisfaction
- Join management meetings to obtain suggestions, address concerns or issues and foster positive relations among team members and management.
- Trained new employees on proper protocols and customer service standards.
Online ESL Teacher
J-P English
Taguig, Metro Manila
12.2017 - 05.2021
- Teach English to Japanese students (Professionals and Children)
- Increased ESL students' reading levels by integrating online word games and altering lesson plans for students needing extra guidance.
- Provided instruction using textbooks, worksheets, games and visuals to help improve reading, writing, speaking and listening skills.
- Communicated with students using Zoom and Skype online learning platforms, webcams and headphones.
- Assess students’ performance, give recommendations and monitor development
- Documented student attendance and progress against goals.
Assistant Manager
Citibank Australia
Taguig, Metro Manila
07.2012 - 03.2017
- Handled a team of 20 multi-skilled officers that caters to various Citibank Australia line of businesses such as Mortgages/Home Loans, Savings and Multi-currency accounts, Credit cards and Consumer lending/Personal loan accounts
- Directed the group to achieve service initiative objective and maximize customer satisfaction
- Clearly communicated performance and behavioral outlooks to individual team members and provided ongoing feedback against performance expectations, including regular performance reviews
- Influenced and gained commitment from service team to understand issues surrounding performance of the business and subsequently achieving performance goals on CSAT/NPS, AHT, Quality, Sales, where applicable, compliance and Adherence
- Strengthened relationships with key internal staff across funds transfer unit, change team, quality assurance departments to optimize customer service processes and procedures.
- Joined daily management meetings to discuss team and site performance. Reported issues, developed action plans, rewarding of performing teams
- Coached, trained and developed team members to effectively align team capabilities with current and future business needs
- Review and approved urgent letter requests and timesheets.
- Completed quarterly perfect attendance bonus and do performance appraisal annually.
- Take escalations call
Education
Bachelor Of Science - Accountancy
Diaz College
Tanjay City, Negros Oriental 06.2001 - 03.2005
Skills
Customer Relations
Financial administration
Client account management
Staff training/development
Employee scheduling
Product development
Coaching and mentoring
Delegation
Employee reviews
Scheduling
Leadership
Relationship building
Business Development
Customer service
Compassion
Timeline
Operations Supervisor
Parcelpoint
02.2018 - Current
Online ESL Teacher
J-P English
12.2017 - 05.2021
Assistant Manager
Citibank Australia
07.2012 - 03.2017
Bachelor Of Science - Accountancy
Diaz College
06.2001 - 03.2005