Summary
Overview
Work History
Education
Skills
Websites
Industries
Accomplishments
Timeline
Generic
Jed Ceballos Chiong

Jed Ceballos Chiong

Operations Manager/ DevOps Platform Engineer-Manager
Mandaluyong City

Summary

Results-driven operations manager with over 14 years of expertise in customer service and technical support, specializing in SaaS and enhancing customer collaboration and relations. Proficient in overseeing and coordinating teams of up to 200 contact center delivery employees, both in-house and outsourced, while managing third-party vendors to improve inbound, outbound, and social multichannel delivery processes. Demonstrated ability to collaborate effectively with APAC, EMEA, and US leadership teams, ensuring alignment with local HR and operations leaders to drive seamless operational efficiency. Committed to optimizing performance and cultivating a culture of continuous improvement within fast-paced environments.

Overview

21
21
years of professional experience

Work History

Operations Manager/ DevOps Platform Engineering Manager

Trend Micro Inc.
CITY OF PASIG
05.2013 - 02.2025
  • Oversees a team of 200 contact center delivery employees – in-house and outsourced, including management of 2 third-party vendors focusing on inbound, outbound, and social multichannel delivery.
  • Performs daily monitoring of operations and decision-making on operational issues
  • Monitors groups’ productivity and ensures customer service performance is within SLA
  • Prepares daily forecast of workforce requirements and allocation of resources to ensure the availability of adequate staffing, especially during peak periods
  • Collaborates with other regional support business units (APAC/EMEA/US) in the identification, review, and resolution of support issues
  • Develops short and medium-term plans geared toward improving the consumer service delivery operations
  • Teams up with the support readiness, training, and QA teams in onboarding, training, and assessing newly hired support engineers and technical leads, as well as evaluating the soft skills and technical training needs of the existing service delivery workforce
  • Works together with the support readiness team in identifying and facilitating process improvements and monitoring their implementation
  • Reviews the quality procedures designed by the support readiness, training, and QA teams, ensuring its adherence to the quality metrics
  • Conducts hiring, coaching, performance monitoring & development planning, employee appraisals, and succession planning
  • Ensures workforce compliance with company operational policies and plans
  • Reviews and provides feedback and approval on technical support content drafted by the team members and for publishing in the company’s self-service knowledge resource
  • Serves as the vendor manager of our third-party outsourced team, collaborating with the outsourced management team on training, knowledge transfer, performance monitoring, escalations, and operational issues, and ensuring meeting of the service level agreement
  • Assists in the budget preparation and monitoring of expense items
  • Initiates employee engagement activities and spearheads company events
  • Defines and leads agile projects to improve operations
  • Operations | Client Services | Customer Relationship | Vendor Management
  • 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.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Facilitated smooth collaboration between departments through clear communication channels.
  • Increased profit by streamlining operations.
  • Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Implemented quality control systems to boost overall product consistency and reliability.
  • Analyzed and reported on key performance metrics to senior management.
  • Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
  • Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
  • Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
  • Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
  • Reduced turnaround time for project completion through effective resource allocation and team management.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Assisted in recruiting, hiring and training of team members.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Implemented business strategies, increasing revenue, and effectively targeting new markets.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Implemented innovative programs to increase employee loyalty and reduce turnover.
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.

Team Leader

TrendMicro Inc
CITY OF PASIG
10.2011 - 04.2013
  • Handles 15 to 20 Cloud Security engineers, providing customer service and technical support to home and home-office users of the product.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Create and develop professional goals together with engineers to achieve growth and career advancement within desired timelines.
  • Promoted culture of continuous improvement by encouraging feedback from all organizational levels and implementing actionable changes.
  • Create operational efficiency initiatives that helped improve productivity.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Motivated team members to surpass their targets, recognizing and rewarding their achievements.
  • Improved operational workflows, enabling team to handle increased workloads without compromising quality.
  • Optimized resource allocation, ensuring projects were delivered within budget and scope.

Senior Team Lead

Transcom Worldwide Asia
CITY OF PASIG
12.2008 - 09.2011
  • Facilitated a 4-month campaign launching at our Bacolod site as part of our account expansion
  • Oversees a team of 60 contact center delivery employees focusing on inbound call support
  • Leads a group of team leaders (TL) in ensuring the group’s performance is within service level agreements (SLA) and key performance indicators (KPI) are met
  • Conducts hiring, coaching, performance monitoring & development planning, employee appraisals, and succession planning
  • Prepares courses & training plans for assistant TLs as part of their developmental plan
  • Organizes team meetings and calls calibration sessions
  • Manages the group’s service level by monitoring and controlling the teams’ campaign queue and identifying inbound call drivers for review and improvement recommendation
  • Analyzes performance drivers and provides recommendations for performance improvement
  • Initiates and executes projects to improve operations
  • Assists the operations manager in overseeing the overall performance of the team and plans courses of action to improve productivity and performance
  • Technical | Customer Service | Escalations Tier 2
  • Identified skill gaps within the team and developed comprehensive training plans to address these deficiencies effectively.
  • Established clear performance metrics for individual team members, driving accountability towards meeting organizational goals.

Territory Manager

Wyeth Phils Inc.
CITY OF MAKATI
12.2007 - 07.2008
  • Achieved 125% increase in sales of Tazocin product within 6 months
  • Maintained increasing sales for 3 consecutive months
  • Handles 3 products to increase recommendations to healthcare practitioners
  • Performs research and identifies potential customers and incoming sales
  • Generates new business through regular and complete coverage to existing HCPs, and to other HCPs with the potential of an incoming sales lead
  • Develops and implements sales strategy and marketing programs as agreed with the AM
  • Provides direct marketing and sales support to field/distribution sales organization
  • Initiates ideas to improve and streamline the processes for the account
  • Maintains customer, prospects, and competitor databases
  • Manages all aspects of assigned responsibilities and administrative functions inherent in the operation of the assigned territory.
  • Implemented promotions and marketing campaigns to increase territory sales and brand awareness.

Team Supervisor

People Support Phils Inc.
CITY OF MAKATI
11.2006 - 12.2007
  • Awarded as Top Performer for 3 consecutive months for performing beyond expectation and for the excellent management of the customer support team
  • Oversees a team of 15 contact center delivery employees focusing on inbound, outbound and back-office support
  • Monitors and evaluates direct report performance making sure targets and metrics are met
  • Generates reports to the clients to track agent performance on an hourly, weekly, and monthly basis
  • Provides coaching and feedback on agent performance on a weekly and monthly basis
  • Implements the staffing plan by ensuring agent adherence to set schedules and providing adequate coverage for the set production date
  • Reviews and evaluates the effectiveness of the schedule of the team
  • Oversees real-time performance (queues, response times, abandoned sessions, handling time, etc.) of the whole team
  • Makes real-time decisions to optimize resources and address service issues and demands
  • Resolves escalated customer and client issues, and provides daily operations updates and feedback to manager and program director
  • Ensures effective implementation of the QA process by identifying QA issues and developing & implementing action plans
  • Monitors agent sales and conversion rates daily
  • Initiates ideas to improve and streamline the processes for the account
  • Monitors and coaches’ agents, assistant team leaders, QA analysts, and associate trainers in an ongoing development process
  • Drafts & implements performance improvement and career development plans for the team
  • Implements proper disciplinary actions for direct reports as needed
  • Support the Manager or Director in providing leadership and guidance to the team on day-to-day floor operation
  • Collaborates with workforce management in developing training schedules for existing eReps and ensuring adequate coverage for existing service support
  • Works with the training department in the development of pre-training materials
  • Serves as client’s primary point of contact for daily operations issues and updates
  • Identifies critical customer handling issues and escalates to Manager, Director, or Client with recommended solutions.
  • Documents and escalates internal and external IT issues in real-time
  • Provides daily operations updates and feedback to Program Manager and Director
  • Customer Service | Back – Office | Verification | Soft Collection | Financial Account
  • Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.

Marketing Associate

EPerformax Contact Centers & BPO
CITY OF MAKATI
11.2003 - 02.2005
  • Verifies information from U.S.-based businesses.
  • Conducts a survey of business information from U.S.-based businesses.
  • Provide direct marketing and sales support to the field/distribution sales organization.
  • Help generate and qualify, as well as process sales leads. Also responsible for maintaining customer, prospects, and competitor databases, and assessing, devising, and implementing marketing promotions.
  • Generate new business through outbound calls, and follow up on incoming sales leads.
  • Maintains the data integrity of business information for businesses in the U.S.
  • Achieved the expected goal of completing the survey per hour in less than one month.
  • Member of the elite team (platinum), which consists of top-performing agents in the account.
  • Awarded as a Call Star Agent, a recognition of passion and dedication for agents with high performance and a 98.4% quality call rate.

Education

Bachelor of Science - Biology

Ateneo De Zamboanga University (ADZU)
Zamboanga City
03.2003

Skills

  • Operations and Workforce Management

  • Customer relationship management

  • People & Performance Management, Leadership Development and Succession Planning

  • Vendor Management and Global Operations Collaboration

  • Client & Account Management and Customer Service

  • Events Management and Employee Engagement

  • Project Management and Strategic Planning

  • Problem Analysis and Planning

  • Administrative: Call handling, document preparation, calendar and email management

  • Business Continuity Planning and Risk Management Compliance

  • Microsoft Office, Google Suite/Workspace, Salesforce, MD365, Siebel, 8x8, Citrix

Industries

SaaS – Cybersecurity, Pharmaceuticals, Business Process Outsourcing (BPO) – Media and Technology, Online Travel Booking, Mortgage and Lending

Accomplishments

  • Promoted to Operations Manager after 1 and half years with the company.
  • Earned the “Ferrari Award of the year” in 2012 for being the highest team in Sales thru support rate with high quality score for the entire year
  • Developed an employee engagement program called #LikeAPro resulting in improvement in employee engagement
  • Led the TrendMicro Community Outreach Club with the objective of embodying the "Engineered to do good" mantra of the company thru community engagement activities

Timeline

Operations Manager/ DevOps Platform Engineering Manager

Trend Micro Inc.
05.2013 - 02.2025

Team Leader

TrendMicro Inc
10.2011 - 04.2013

Senior Team Lead

Transcom Worldwide Asia
12.2008 - 09.2011

Territory Manager

Wyeth Phils Inc.
12.2007 - 07.2008

Team Supervisor

People Support Phils Inc.
11.2006 - 12.2007

Marketing Associate

EPerformax Contact Centers & BPO
11.2003 - 02.2005

Bachelor of Science - Biology

Ateneo De Zamboanga University (ADZU)

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Jed Ceballos ChiongOperations Manager/ DevOps Platform Engineer-Manager