Jenifer S. Ganuhay
Silang
Summary
Dynamic leader with a proven track record at AFNI Philippines Inc., specializing in driving operational excellence and fostering client relationships. With strong skills in financial management and team engagement, I've successfully overseen 3,000+ FTEs, consistently surpassing performance targets. Proficient in cross-functional collaboration and quality assurance, my strategic approach has significantly enhanced business growth and efficiency.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Senior Director of Operations
AFNI Philippines Inc.
Quezon City
02.2019 - 09.2024
- Managed service delivery operations for seven programs/accounts, overseeing more than 3,000 FTEs, and ensuring the achievement of performance targets within the Telco and Sales verticals.
- Conducted regular performance reviews of staff members to promote professional development and career advancement opportunities.
- Provided strategic direction to cross-functional teams to ensure successful execution of projects.
- Analyzed current operational processes and identified areas for improvement in order to maximize efficiency and cost savings.
- Directed the development of long-term plans for business growth opportunities and new program launches.
- Managed the daily operations of a multi-site organization, ensuring compliance with company standards.
Director of Operations II
AFNI Philippines Inc.
Quezon City
07.2022 - 08.2023
- Developed and implemented operational strategies to maximize efficiency, reduce costs, and improve customer satisfaction.
- Oversaw multiple client accounts, consistently surpassing client KPIs for service delivery.
- Coordinated activities between different departments to ensure successful completion of projects.
Director of Operations
AFNI Philippines Inc.
Quezon City
03.2020 - 07.2022
- Directed day-to-day operations for various business units, ensuring operational excellence and service level agreements (SLAs) were met.
- Worked closely with senior leadership and clients to ensure the successful delivery of services and performance metrics.
Associate Director
AFNI Philippines Inc.
Quezon City
01.2020 - 03.2020
- Supported Senior Directors in overseeing operations and led continuous improvement initiatives within the organization.
Operations Manager
AFNI Philippines Inc.
Quezon City
02.2019 - 01.2020
- Managed operations for service delivery, ensuring that team targets and client needs were consistently met.
- Focused on operational improvements, client satisfaction, and the professional development of team members.
Account Manager / Operations Manager
Sutherland Global Services
Carmona
05.2014 - 02.2019
- Oversaw daily operations, ensuring the achievement of both client and internal KPIs.
- Led a team of 6 team managers and 133 FTEs in a chat support environment, ensuring efficient operations.
- Created comprehensive reports on account performance and presented them to senior management.
- Developed and maintained relationships with key accounts to ensure customer satisfaction.
- Facilitated weekly meetings with team managers to ensure alignment with client objectives, and maintain consistent service quality.
Assistant Team Lead
APAC Customer Services, Inc.
Quezon City
02.2007 - 08.2013
- Supervised three Subject Matter Experts, ensuring professional handling of escalated calls.
- Oversaw both voice and email support, ensuring high-quality service delivery.
- Organized daily tasks for team members and provided feedback on their performance.
- Monitored team members to ensure they followed safety protocols and procedures.
- Assisted in training new employees on company policies and procedures.
Education
Bachelor of Science - Office Administration
Colegio de Dagupan
Dagupan, PangasinanSkills
- Leadership and Team Management
- Client Relationship Management
- Operational excellence
- Financial Management and Budgeting
- Resource allocation
- Employee engagement and retention
- Cross-functional collaboration
- Quality Assurance and Compliance
Certification
- Situational Leadership, AFNI Philippines, Commonwealth, Quezon City
- AT&T Leadership Academy Training, Sutherland Global Philippines, Carmona, Cavite
- AT&T Integrity Operations Training, Sutherland Global Philippines, Carmona, Cavite
Accomplishments
- Senior Director of the Year – AFNI Philippines, 2023
- Top Director – AFNI Philippines, 3 consecutive years (2020 - 2022)
- Top Account Manager – Sutherland Global Services
References
References available upon request.
Timeline
Director of Operations II
AFNI Philippines Inc.
07.2022 - 08.2023
Director of Operations
AFNI Philippines Inc.
03.2020 - 07.2022
Associate Director
AFNI Philippines Inc.
01.2020 - 03.2020
Senior Director of Operations
AFNI Philippines Inc.
02.2019 - 09.2024
Operations Manager
AFNI Philippines Inc.
02.2019 - 01.2020
Account Manager / Operations Manager
Sutherland Global Services
05.2014 - 02.2019
Assistant Team Lead
APAC Customer Services, Inc.
02.2007 - 08.2013
Bachelor of Science - Office Administration
Colegio de Dagupan
Similar Profiles
JAIME CRUZ GUADARRAMA IIIJAIME CRUZ GUADARRAMA III
Technical Support Representative at AFNI PhilippinesTechnical Support Representative at AFNI Philippines
Julius RoallosJulius Roallos
Customer Service Representative at Afni Philippines IncCustomer Service Representative at Afni Philippines Inc
PHILIP CAPANZANAPHILIP CAPANZANA
Team Leader at Afni PhilippinesTeam Leader at Afni Philippines
PSALMUEL FABROSPSALMUEL FABROS
Focused Improvement Engineer at Unilever PhilippinesFocused Improvement Engineer at Unilever Philippines
Elvira Rosemarie MesionaElvira Rosemarie Mesiona
Senior Executive Assistant to the CEO at KMC Solutions -Assigned to Clean Energy AssociatesSenior Executive Assistant to the CEO at KMC Solutions -Assigned to Clean Energy Associates