JHUN P BUTIONG
TEAM LEADER
Sta Rosa
Summary
Seasoned Operations Manager and talented leader with 6 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
Work History
Seasonal Operations Manager
Concentrix Philippines
Sta Rosa City
- Company Overview: US Based Retail Account (2020, 2021 & 2022)
- Handles Team Lead Trainees during seasonal ramp
- Handle 2 Micro-sites as additional site to support ramp
- Skip level for performance and attendance outliers and possible attrition
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
Team Leader
Concentrix Philippines
Sta Rosa City
08.2018 - 09.2024
- Company Overview: US Based Retail Account, Credit Card & Booking account
- Manage teams with span reaching 18-22 regular agents
- Manages specialty teams(Carebay,Escalation and Coaches)
- Drives daily performance with realtime feedback
- US Based Retail Account, Credit Card & Booking account
- Set performance expectations for team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Program POC for Site Engagement
Customer Service Associate/Subject Matter Expert
Concentrix Philippines
Sta Rosa City
06.2013 - 08.2018
- Handle a US based Telco account - started as Customer Service Associate then got promoted as Escalation/Lead line agent (June 2013-February 2016)
- Handle a US based account for Credit card - Collection and Billing - as SME/Lead line and eventually got promoted as Team Leader (July 2016-August 2018)
- Manage escalated inbound calls -Doing outbound call to highly escalated call as additional resolution
- Provided support to New-hires during Nesting and Production
- Member of the site Engagement Team
Education
BACHELOR OF SCIENCE - HUMAN RESOURCE MANAGEMENT
BUSINESS ADMINISTRATION
Batangas, Philippines 01.2009 - 01.2013
Skills
Process Optimization
Performance/Program Management
Employee Engagement
People Development
Capacity Planning
Data Analysis
Coaching and Triads
Operations Management
References
- Wella Montermoso, Tech Mahindra, Senior Operations Manager, +63-999-921-5454, montermoso@yahoo.com
- Jan Paolo Santiago, Concentrix, Operations Manager, +63-917-696-3001, paosantiago07@gmail.com
Timeline
Team Leader
Concentrix Philippines
08.2018 - 09.2024
Customer Service Associate/Subject Matter Expert
Concentrix Philippines
06.2013 - 08.2018
BACHELOR OF SCIENCE - HUMAN RESOURCE MANAGEMENT
BUSINESS ADMINISTRATION
01.2009 - 01.2013
Seasonal Operations Manager
Concentrix Philippines
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