Summary
Overview
Work History
Education
Skills
Timeline
Generic

Joey Manahan

Barotac Nuevo

Summary

Team Leader experienced in directing activities of workgroups. Develops strategies, provides training, sets goals and obtains team feedback. Excellent interpersonal and communication skills. Big picture focus with excellence in communicating goals and vision to succeed. Problem solver, networker, and consensus builder.

Overview

12
12
years of professional experience

Work History

Team Leader

Transcom Pasig
03.2023 - Current
  • Conducted training and mentored team members to promote productivity and commitment to friendly service.
  • Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
  • Established open and professional relationships with team members to achieve quick resolutions for various issues.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
  • Managed leave requests and absences and arranged covers to facilitate smooth flow of operations.
  • Held weekly team meetings to inform team members on company news and updates.
  • Mentored and guided employees to foster proper completion of assigned duties.

Service Delivery Manager

MicroSourcing Philippines
06.2022 - 02.2023
  • Maintained proper staffing levels to guarantee timely and accurate deliveries.
  • Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
  • Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
  • Interfaced effectively with key accounts, answering questions and delivering exceptional service.
  • Contributed to internal and external account reviews.
  • Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
  • Coordinated new hire recruitment, training and development.
  • Attended staff and client meetings and served as liaison to manage operations for account.
  • Evaluated personnel workloads to support capacity planning, adjusting service call scheduling according to available staff.
  • Coordinated and led internal and external site team meetings.

Operations Manager, Customer Experience

247.ai
07.2012 - 02.2022
  • Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
  • Performed duties and provided service in accordance with established operating procedures and company policies.
  • Collaborated with finance department on invoicing accuracy for applicable products and services.
  • Established performance and service goals and held associates accountable for individual performance.
  • Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Developed new employees and on-going performance assessment of current employees.
  • Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
  • Assisted in recruiting, hiring and training of team members.

Education

Bachelor of Science - Nursing

Our Lady of Fatima University
Valenzuela, Metro Manila, Philippines
03.2028

Skills

  • Work Planning
  • Quality Improvement
  • Client Service
  • Employee Evaluation
  • Overtime Management
  • Coaching
  • Shift Scheduling
  • Mentoring
  • Leading Team Meetings

Timeline

Team Leader

Transcom Pasig
03.2023 - Current

Service Delivery Manager

MicroSourcing Philippines
06.2022 - 02.2023

Operations Manager, Customer Experience

247.ai
07.2012 - 02.2022

Bachelor of Science - Nursing

Our Lady of Fatima University

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Joey Manahan