JESSE VILLANUEVA
Senior Operations Manager
Talisay
Summary
People Oriented, Performance and Results Driven leader experienced with creating innovative and strategic solutions to complex situations. Successfully navigate diverse stakeholder relationships while consistently achieving financial and operational targets.
Overview
18
18
years of professional experience
Work History
Senior Operations Manager
CONCENTRIX
12.2016 - Current
- Six Sigma Certified (Green Belt)
- Quality Management Systems Certified.
- Lead the growth of the program launched in 2023 from 50 FTE to now at 400 FTE (Royal Caribbean Group).
- Grew the FedEx program from 50FTE to 250 FTE from 2023 to 2024
- Exceeded yearly revenue forecasts for the last eight years.
- Ranked first in employee engagement based on the Annual Employee Satisfaction Survey 2023 and fifth for 2024, this is out of more than 100 programs in the organization.
- Perfect 10 on the client VOC for the last 2 years
Operations Manager
CONCENTRIX
03.2013 - 11.2016
- Introduced workflow improvements that increased productivity by 15%.
- Rated Key Contributor in the Annual Performance Rating for 2 years.
- Concentrix Elite Circle Awardee which is only given to the top 10 most outstanding leaders in Company
Team Leader
CONCENTRIX
04.2007 - 02.2013
- Coordinated daily operations and scheduling for a team of 20+ staff.
- Top Team Leader for Sales Awaredee: Sent to the U.S. as an incentive.
- Recognized as an outstanding leader for the program for three consecutive years.
Education
Bachelor's - Business Administration
University of San Jose Recolletos
Associate's - Computer Science
University of San Carlos
Cebu CitySkills
- Sprint
- T-Mobile
- FedEx
- Royal Caribbean Group
Lines of Businesses
- Customer Service Voice
- Chat Support
- Technical Support
- Collections
- Back Office-Email Support
- Reservations
- Tracking
- Retention Program
- Telesales
Timeline
Senior Operations Manager
CONCENTRIX
12.2016 - Current
Operations Manager
CONCENTRIX
03.2013 - 11.2016
Team Leader
CONCENTRIX
04.2007 - 02.2013
Bachelor's - Business Administration
University of San Jose Recolletos
Associate's - Computer Science
University of San Carlos
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