Jerome Abuda
Marilao,Bulacan
Summary
Dynamic operations leader with a proven track record of excelling in company productivity improvement and client key performance drive. Skilled in strategic planning and performance management, I foster cross-functional teamwork and empower staff, driving continuous improvement initiatives that enhance operational excellence and achieve organizational goals.
Experienced with training and operational management, delivering streamlined processes, and improving organizational efficiency. Utilizes 12+ years of BPO experience and resource allocation to drive performance and achieve program goals through different strategies and collaborative efforts across all stakeholders. Track record of effective team leadership and project execution.
I am a dedicated BPO professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
15
15
years of professional experience
Work History
Associate Director of Operations
Afni
11.2023 - Current
- Supporting Verizon Tech with 500+ headcount, 8 operations managers, and over 38 operations supervisors.
- Recognized for outstanding service in support of Tech Fairview for 2024.
- Enhanced communication between departments by developing clear channels for information sharing and collaboration.
- Cultivated a culture of continuous improvement by encouraging feedback from staff at all levels within the organization.
- Established performance metrics to track progress against organizational goals, providing valuable insights for continuous improvement efforts.
- Developed strong relationships with key partners, suppliers, and vendors, resulting in improved collaboration and cost savings.
- Empowered team members by delegating responsibilities effectively while still offering support when needed.
- Led cross-functional teams for various initiatives, fostering a collaborative work environment that drove project success.
- Streamlined operations by implementing efficient processes and procedures, leading to increased productivity and reduced operational costs.
- Managed complex projects with tight deadlines, ensuring timely completion and seamless execution.
Operations Manager
Afni
04.2021 - 11.2023
- Started as a transition manager in OFC and pioneered a voice program in the SM Fairview site for Verizon Mobile Care.
- Afni Champion Employee for 2021 in delivering exemplary performance and expectations on Afni GOE.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Directed initiatives to improve the work environment, company culture, or overall business strategy.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Learning and Development Manager
TTEC
12.2018 - 04.2021
- Supported 3 lines of businesses, such as Verizon Sales and Service Voice, Verizon Fios Voice, and Verizon Sales and Service Digital, with a total headcount of 800+.
- Supported multi-site: Alabang DC, Novaliches DC, and Ahmedabad India DC.
- Pioneered 7 launches: Sales and Service Alabang, Sales and Service Temple Texas, Fios Tech Oakridge Cebu, Fios Tech Novaliches, Fios Tech eBloc Cebu, Sales and Service Digital Novaliches, and Sales and Service Digital Ahmedabad India.
- Collaborated with department heads to identify skill gaps and develop targeted training solutions.
- Conducted thorough needs assessments for individual departments to tailor training solutions accordingly.
- Optimized existing e-learning courses by incorporating interactive multimedia elements to enhance user experience.
- Managed annual training budgets, ensuring cost-effective allocation of resources for maximum impact on employee development.
- Evaluated the effectiveness of training programs using key performance indicators and adjusted content as needed.
- Streamlined onboarding processes for new hires, resulting in reduced time to productivity.
- Developed strong partnerships with external vendors to provide diverse learning opportunities for employees.
Training Supervisor
TTEC
08.2016 - 12.2018
- Supported multi-site: Novaliches and Oakridge in the Philippines, and Temple in Texas, USA.
- Supported two lines of businesses: Verizon Voice in the Philippines and Temple, Texas, and Verizon Chat in Novaliches.
- Received Extra Mile Awards for all quarters in 2017.
- Established a culture of continuous learning by implementing regular feedback loops and performance evaluations.
- Mentored new hires during their onboarding process, accelerating their integration into the company culture and work environment.
- Created engaging training content that catered to diverse learning styles, improving overall knowledge acquisition among employees.
- Updated employees with latest policies, procedures and compliance standards.
Senior Trainer
TTEC
11.2015 - 07.2016
- Supported Verizon Sales & Service and Fios Service Center in Araneta QC, Novaliches QC, and Oakridge Cebu.
- Cross-skilled to 3 lines of business (High Speed, Fiber Optics, and Sales and Service)
- Streamlined onboarding processes for new hires, accelerating their integration into job roles.
- Analyzed training, student outcomes, and course delivery metrics to produce reports for senior management.
- Evaluated training needs to improve training quality.
- Oversaw day-to-day functions of the training department.
Trainer
TTEC
04.2015 - 11.2015
- Supported two lines of businesses, such as Verizon Fios Service Center and high-speed internet in Oakridge Cebu and Novaliches, QC.
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
Technical Support Representative
TTEC
11.2014 - 04.2015
- Supported Verizon High Speed Internet.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
Media Editor
ABS CBN Broadcasting Corporation
06.2012 - 04.2015
- Host: Dreamer and The Worker (Event Organizing Company)
- Actor: Mga Artista ng Teatro Pilipinas Incorporated - Matpil, INC.
- Writer: Writes/Translates Scripts for Popular Media
- Stayed up-to-date on industry trends, incorporating new methods into daily work processes when applicable.
- Mentored junior editors, sharing expertise in media editing tools and best practices.
- Coordinated with producers to ensure smooth workflow during post-production stages of projects.
- Collaborated with creative teams to develop engaging multimedia projects.
Team Leader
Convergys
04.2010 - 05.2012
- Supported AT&T Mobility and AT&T U-verse.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- 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.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
Education
Bachelor of Arts - Philosophy
University of Santo Tomas
Manila, Metro Manila, Philippines05-2012
Computer Applications Development - Computer Applications Development
AMA Computer Learning Center
San Jose Del Monte, Province Of Bulacan, Philippines12-2008
ROTC And Philosophical Studies. - Philosophy
Ateneo De Manila University
Quezon City, Metro Manila, Philippines10-2008
Bachelor of Arts - Philosophy
St. Anthony Mary Claret College-Seminary
Quezon City, Metro Manila, Philippines10-2007
Skills
- Operational excellence
- Productivity improvement
- Cost reduction
- Planning and execution
- Executive leadership
- Operations management
- Strategic planning
- Organizational development
- Operations oversight
- Performance management
- Delegation
- Cross-functional teamwork
Timeline
Associate Director of Operations
Afni
11.2023 - Current
Operations Manager
Afni
04.2021 - 11.2023
Learning and Development Manager
TTEC
12.2018 - 04.2021
Training Supervisor
TTEC
08.2016 - 12.2018
Senior Trainer
TTEC
11.2015 - 07.2016
Trainer
TTEC
04.2015 - 11.2015
Technical Support Representative
TTEC
11.2014 - 04.2015
Media Editor
ABS CBN Broadcasting Corporation
06.2012 - 04.2015
Team Leader
Convergys
04.2010 - 05.2012
Bachelor of Arts - Philosophy
University of Santo Tomas
Computer Applications Development - Computer Applications Development
AMA Computer Learning Center
ROTC And Philosophical Studies. - Philosophy
Ateneo De Manila University
Bachelor of Arts - Philosophy
St. Anthony Mary Claret College-Seminary
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