Jade Irish Fuentes
Cebu
Summary
A Collaborative & Customer-focused leader accomplished in Operations Management, Client Interface and Training & Quality. Builds and maintains relationships with diverse range of stakeholders in dynamic, fast-paced settings. Expert in Training & Development and Client Relations significantly improved Organizational performance and stakeholder partnerships. With the demonstrated excellence in Communication and Business analysis, worked with the Sales and Transitions team to pitch to prospective clients the Organizational strategy to win businesses.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Sr. Manager, Account Operations
Foundever (Formerly Sykes/Sitel)
04.2022 - Current
- Provided strong leadership to enhance team productivity and Accountable for managing Four Customer Service/Emerging Brands programs with a total agent HC of 350
- Achieved operational excellence by streamlining Onboarding and Recruitment processes; Implemented best practices to clients new to the Outsourcing Industry
- Established strong relationships with clients and stakeholders ensuring long-term partnerships
- Collaborated closely with peers from other departments and locations to drive Organizational success jointly as one cohesive company
Sr. Manager, Training and Quality
Foundever Phils. (Formerly Sykes/Sitel)
04.2020 - 04.2022
- Oversees Over-all Training & Quality Assurance deliverables on all 7 Emerging Brands campaigns
- Enhanced employee performance by developing and implementing comprehensive Training programs such as Soft Skills Training, Process & Resolution workshops
- Collaborated with Cross-functional teams such as Human Resource & Recruitment to identify skill gaps and create targeted training solutions.
- Streamlined Onboarding procedures for new hires, resulting in reduced training time and increased productivity.
- Optimized Site performance through regular evaluations, feedback, and collaboration on continuous improvement initiatives
Manager - Training and Quality
Concentrix Philippines (Previously Convergys)
05.2017 - 04.2020
- Acts as Primary Point of Contact for all Training & Quality functions for 1 US Financial Account with 5 Lines of Businesses and 2 US Healthcare Programs with a total of 6 Lines of Businesses
- Created training methods targeting knowledge gaps and common Quality markdowns strengthen learning opportunities, and ensure program success.
- Monitored and evaluated training performance of 12 Trainers to determine quality and cohesiveness
- Managed Root Cause Analysis investigations, determining underlying issues in product failures and implementing corrective actions as necessary.
- Managed new Employee Orientation Training process for more than 200 employees each year.
Product and Communications Trainer
Concentrix (Previously Convergys)
01.2013 - 04.2017
- Collaborated with team members and clients to design effective training programs that addressed specific communication challenges
- Provided personalized recommendations for continued learning resources based on individual needs assessments conducted during the program.
- Delivered an average of 7 Product training classes a year at 50 days long to New Hires within the organization
- Trained and Certified by the clients to run Training Materials to agents, leaders and peers
Education
Bachelor of Arts - Education
University of San Jose Recoletos
Cebu City04.2012
Bachelor of Arts - Political Science And Government
University of San Carlos
Cebu City03.2006
Skills
- Strategic Operations Management Planning
- Training and Development
- Business Analysis and Reporting
- Excellent Communication
- Client Interface and Relationship Management
- Operations Management
Certification
- Certified Account Manager - Sykes Phils. - July 2020
- Certified Lean Six Sigma Yellow Belt - February 2020
- COPC Training - August 2019
- Licensed Professional Teacher- April 2012
Timeline
Sr. Manager, Account Operations
Foundever (Formerly Sykes/Sitel)
04.2022 - Current
Sr. Manager, Training and Quality
Foundever Phils. (Formerly Sykes/Sitel)
04.2020 - 04.2022
Manager - Training and Quality
Concentrix Philippines (Previously Convergys)
05.2017 - 04.2020
Product and Communications Trainer
Concentrix (Previously Convergys)
01.2013 - 04.2017
Bachelor of Arts - Education
University of San Jose Recoletos
Bachelor of Arts - Political Science And Government
University of San Carlos
- Certified Account Manager - Sykes Phils. - July 2020
- Certified Lean Six Sigma Yellow Belt - February 2020
- COPC Training - August 2019
- Licensed Professional Teacher- April 2012
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