Travelling
JOHN BRYAN CADWAN
Sr. Manager, Operations
LAPU-LAPU (OPON)
Summary
Seasoned Operations Manager and talented leader with 18 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
14
14
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Sr. Manager, Operations
ResultsCX
LAPU-LAPU (OPON)
11.2013 - Current
- Increased profit by streamlining operations.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Evaluated hiring, firing, and promotions requests.
- Devised processes to boost long-term business success and increase profit levels.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Consolidated vendors and renegotiated contracts to optimize costs.
- Developed proposals and presentations for internal and external audiences.
- Provided strong leadership to enhance team productivity and morale.
- Ordered new equipment and inventory and scheduled repairs for damaged equipment.
- Carried out and developed social media, e-blast and public relations campaigns.
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Examined quarterly financials to determine business operating capacity.
- Developed systems and procedures to improve operational quality and team efficiency.
- Implemented and developed operational standards, policies and procedures.
- Modified inventory control programs to maintain and enhance annual business plan.
- Executed appropriate staffing and budgetary plans to align with business forecasts.
- Produced staffing matrix to provide adequate coverage of department.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Identified cost improvement changes and cost savings plans to increase company savings.
- Analyzed revenue distribution, bank reconciliations and account analysis documents to execute month-end closing.
- Developed and implemented new filing systems to improve organizational efficiency and productivity.
- Developed and maintained relationships with external vendors and suppliers.
- Negotiated contracts with vendors and suppliers to obtain best pricing and terms.
- Held monthly meetings to create business plans and workshops to drive successful business.
- Analyzed and reported on key performance metrics to senior management.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Developed and implemented strategies to maximize customer satisfaction.
- Recommended and implemented successful strategies to maximize revenue.
- Brainstormed and developed sales strategies to achieve short and long term sales revenue objectives.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
HR Business Partner
Motif Limited (now Teletech)
PASIG CITY
05.2009 - 11.2012
- Identified HR training needs and conducted training for employees and leadership while recommending approaches to effect continual improvements in business objectives, productivity, and within company to reach business goals.
- Investigated and liaised with legal department to respond to complaints of harassment, discrimination, employee grievances, and other sensitive issues and prepared position statements for EEOC.
- Collaborated with leadership to assess and improve policies across board.
- Managed full cycle of recruiting, hiring, and onboarding new employees.
- Advised executives on best practices for employee growth and productivity goals, consistently helping companies improve retention.
- Resolved understaffing issues, disputes, employee terminations, and disciplinary procedures.
- Maintained confidential nature of employee and company proprietary and privileged information used or observed in course of performing job duties.
- Conducted exit interviews with employees leaving company to gauge areas of success and opportunities for improvement.
- Promoted and enabled necessary changes to align operations with strategic plans.
- Collaborated closely with internal teams to develop and implement successful human resources systems and processes.
- Facilitated team-building activities and initiatives, improving collaboration and engagement.
- Integrated talent management process to include detailed analysis of potential talent gaps and development of career plans to identify and retain current talent and attract outside talent to business.
- Conducted employee surveys and interviews to evaluate employee engagement and job satisfaction levels.
- Developed and delivered special events for company employees.
- Advised senior management on organizational development and change management initiatives.
- Developed and maintained relationships with recruitment agencies, industry professionals and government agencies for successful recruitment efforts.
- Utilized compliance tools, corrective actions and identification of deficiencies to mitigate audit risks.
- Structured compensation and benefits according to market conditions and budget demands.
- Instructed senior leaders on appropriate employee corrective steps.
- Enhanced team workflows and employee job satisfaction by coordinating communication between managers and employees.
- Collaborated with legal and compliance teams to review paperwork, obtain feedback, and procure available information for new training processes.
- Updated training processes by reviewing existing documentation, leveraging feedback from associates and working with legal and compliance teams.
- Distributed employee engagement surveys to identify areas of improvement.
- Identified and implemented appropriate strategies to increase employee satisfaction and retention.
- Maintained current knowledge of industry regulations and legislation to amend policies and promote compliance.
- Liaised between multiple business divisions to improve communications.
- Worked with managers to achieve compliance with organizational policies, providing clarifying information and recommending necessary changes.
- Facilitated successful policy implementation and enforcement to maintain legal and operational compliance.
- Reduced process gaps while supervising employees to achieve optimal productivity.
- Recruited top talent to maximize profitability.
- Coordinated technical training and personal development classes for staff members.
- Developed comprehensive process for new hires and reviewed new hire productivity, optimizing onboarding effectiveness.
- Discovered and resolved complex employee issues that affected management and business decisions.
- Fostered positive work environment through comprehensive employee relations program.
- Created and implemented forward-thinking initiatives to improve employee engagement.
- Devised hiring and recruitment policies for 1200-employee company.
Senior Support Representative
Sitel
PASIG CITY
11.2007 - 02.2009
- Tracked KPIs and created continuous improvement plans.
- Analyzed and developed service goals for in-bound call center.
- Increased customer satisfaction ratings to 95%.
- Educated customers about billing, payment processing and support policies and procedures.
- Promptly responded to inquiries and requests from prospective customers.
- Sought ways to improve processes and services provided.
- Met customer call guidelines for service levels, handle time and productivity.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Increased efficiency and performance by monitoring team member productivity and providing feedback.
- Bolstered customer retention by creating and offering unique discount options and inspiring interest in new product lines.
- Exhibited high energy and professionalism when dealing with clients and staff.
- Promoted available products and services to customers during service, account management, and order calls.
- Reached out to customers after completed sales to suggest additional service or product purchases.
- Investigated and resolved accounting, service and delivery concerns.
- Collaborated with sales team members to stay current on inventory levels, complete accurate orders, and resolve item issues.
- Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
- Investigated and resolved customer inquiries and complaints quickly.
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Responded proactively and positively to rapid change.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Cross-trained and provided backup support for organizational leadership.
- Developed and updated databases to handle customer data.
- Promoted superior experience by addressing customer concerns, demonstrating empathy, and resolving problems swiftly.
- Delivered prompt service to prioritize customer needs.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded to customer requests, offering excellent support and tailored recommendations to address needs.
- Resolved associate, tool and service delivery issues revealed by statistical reports.
- Increased efficiency and team productivity by promoting operational best practices.
- Calculated correct order totals, updated accounts, and maintained detailed records for inventory management.
- Trained staff on operating procedures and company services.
- Maintained up-to-date knowledge of product and service changes.
- Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
- Reduced process inconsistencies and effectively trained team members on best practices and protocols.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Education
Bachelor Of Science In Education - English
Cor Jesu College
Digos City, Davao Del Sur 06.2002 - 04.2006
Skills
Operations
undefinedCertification
Certified Lean Six Sigma Yellow Belt
Interests
Watching Documentaries
Movies
Series
Timeline
Uplifting Service Leader Certified
03-2020
Certified Lean Six Sigma Yellow Belt
02-2020
Sr. Manager, Operations
ResultsCX
11.2013 - Current
HR Business Partner
Motif Limited (now Teletech)
05.2009 - 11.2012
Senior Support Representative
Sitel
11.2007 - 02.2009
Bachelor Of Science In Education - English
Cor Jesu College
06.2002 - 04.2006
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