Jennie Lyn Manansala
Angeles City, Province of Pampanga,PAM
Summary
Accomplished Associate Director of Service Delivery at SupportNinja, adept in strategic leadership and project management. Excelled in fostering team collaboration, driving process improvements, and implementing cost-saving strategies, leading to significant operational efficiencies. Proven track record in coaching for peak performance and building strong industry partnerships, ensuring sustained business growth and robust compliance.
Overview
11
11
years of professional experience
Work History
Associate Director of Service Delivery
SupportNinja
05.2022 - 07.2024
- Led teams of up to 350 personnel, supervising daily performance as well as training and improvement plans.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
- Oversaw annual budget planning processes, ensuring financial goals were met while maintaining optimal resource allocation across departments.
- Assessed risks associated with team activities and implemented appropriate procedures to mitigate potential problems.
- Implemented data-driven decision-making strategies, leading to more informed business choices and positive outcomes.
- Reduced operational costs by identifying inefficiencies and implementing cost-saving measures in various departments.
- Supported continuous process and performance improvement for manufacturing issues, robustness and compliance.
- Fostered a culture of continuous improvement by encouraging staff to share innovative ideas and providing resources for professional development.
- Assisted senior leadership in managing all aspects of operations.
Service Delivery Manager
SupportNinja
12.2019 - 04.2022
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Improved service quality, addressing client concerns promptly and professionally.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
Team Manager
SupportNinja
07.2018 - 12.2018
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
Team Manager
Startek
08.2013 - 08.2017
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Reduced employee turnover rates with targeted retention initiatives, including competitive compensation packages and career advancement opportunities.
- Established team priorities, maintained schedules and monitored performance.
Education
Bachelor of Science - Nursing
Holy Angel University
Angeles City, Province Of Pampanga, Philippines03.2006
Skills
- Project Management
- Strategic leadership
- Analytical Thinking
- Coaching and Mentoring
- Relationship Building
- Team Collaboration and Leadership
- Process Improvement
- Decision-Making
- Operations Management
Timeline
Associate Director of Service Delivery
SupportNinja
05.2022 - 07.2024
Service Delivery Manager
SupportNinja
12.2019 - 04.2022
Team Manager
SupportNinja
07.2018 - 12.2018
Team Manager
Startek
08.2013 - 08.2017
Bachelor of Science - Nursing
Holy Angel University
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