John Ross Torres
Quezon City
Summary
Operations professional with comprehensive background in streamlining processes and driving operational excellence. Known for fostering collaborative team environment and consistently achieving organizational objectives. Reliable and adaptable, bringing strong analytical and problem-solving skills to table.
Demonstrates strong analytical, communication, and teamwork skills, with proven ability to quickly adapt to new environments. Eager to contribute to team success and further develop professional skills. Brings positive attitude and commitment to continuous learning and growth.
Overview
10
10
years of professional experience
Work History
Senior Operations Manager
Concentrix
2019.06 - Current
- Responsible for profitability including revenue, margins, billing, seat utilization and retention
- Ensures program has proficient training, staff development, and effective employee relation/recognition programs
- Provide leadership and guidance to direct reports to ensure consistent administration of company policies and standards; define and implement any corrective actions needed to meet operational performance
- Analyze and maintain all Client Service Level Agreements; implement improvement plans as needed
- Oversee client relationships; facilitate open communications, understand client perspectives/expectations, and monitor client satisfaction
- Create a positive work environment through employee engagement; resolve employee relation issues in a professional and timely manner
- Lead cross functional meetings to review inputs from operational support functions - Training, HR, Quality, WFM, and TA to drive action plans that resolve issues and continuous improvement
Operations Manager
Convergys
2015.08 - 2019.06
- Responsible for coaching and supervising a group of Team Leaders for ensuring Client Service Level Agreement and financial expectations are achieved
- Manage and review operational reports (Attendance and Productivity, Client Performance and Quality Compliance)
- Participate in cross functional meetings to review information received from operational support functions - Training, HR, Quality, WFM, TA.- and partner to define action plans that resolve issues and drive continuous improvement
- Implement best practices and over-deliver for clients, drive consistent performance, evaluate staffing needs, with input from BD and Client and make adjustments to meet changing requirements
Education
Bachelor of Arts - Journalism And Mass Communication
University of The Philippines
Baguio City, Province Of Benguet, PhilippinesSkills
- Operational efficiency
- Planning and implementation
- Management
- Staff development
- Stakeholder management
Accomplishments
- Cluster Operations Leaders of the Year for FY23 and FY24
- Current program recognized as Accounts of the Year and VOC Excellence for FY24
Timeline
Senior Operations Manager
Concentrix
2019.06 - Current
Operations Manager
Convergys
2015.08 - 2019.06
Bachelor of Arts - Journalism And Mass Communication
University of The Philippines