Microsoft Office
Irish Ledres
Manager
CITY OF MAKATI
Summary
Dynamic Global Performance Operations Manager with a proven track record at Calay Business Consultancy Services, adept at enhancing customer satisfaction and driving operational excellence. Skilled in performance monitoring and problem-solving, I excel in developing actionable strategies that lead to significant improvements in team efficiency and compliance.
Overview
14
14
years of professional experience
Work History
Global Performance Operations Manager
Calay Business Consultancy Services, Inc.
05.2018 - Current
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Risk Operations Analyst
JP MORGAN CHASE BANK N.A.
02.2014 - 04.2018
- Analyzed emerging risks within the industry and provided recommendations on proactive measures to address them.
Sales Analyst
CONVERGYS PHILIPPINES SERVICES
08.2012 - 02.2014
Customer Care Analyst
LANAO BUSINESS LINK INC
04.2011 - 04.2012
- Conducted thorough research into complex queries or escalated issues before engaging with customers to provide accurate information or resolutions promptly.
- Supported fellow Customer Care Analysts by sharing best practices, offering guidance during challenging situations, or stepping in when additional help was needed on calls or cases.
Education
Bachelor of Science - Nursing
Liceo De Cagayan Univesity
Cagayan De Oro, Province Of Misamis Oriental, Philippines 05.2001 -
Associate of Science - Business Management
Ateneo De Cagayan
Cagayan De Oro, Province Of Misamis Oriental, Philippines 05.2001 -
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Accomplishments
Accomplishments
Software
Timeline
Global Performance Operations Manager
Calay Business Consultancy Services, Inc.
05.2018 - Current
Risk Operations Analyst
JP MORGAN CHASE BANK N.A.
02.2014 - 04.2018
Sales Analyst
CONVERGYS PHILIPPINES SERVICES
08.2012 - 02.2014
Customer Care Analyst
LANAO BUSINESS LINK INC
04.2011 - 04.2012
Bachelor of Science - Nursing
Liceo De Cagayan Univesity
05.2001 -
Associate of Science - Business Management
Ateneo De Cagayan
05.2001 -
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