Summary
Overview
Work History
Education
Skills
Trainings Workshops Summits
Recognition And Citations
Character Reference
Timeline
Generic
Jomari P. Mangampo

Jomari P. Mangampo

Lucban

Summary

Professional with strong background in operations management. Skilled in optimizing workflows, improving efficiency, and leading high-performing teams. Known for effective problem-solving and adaptability in dynamic environments. Strong focus on team collaboration and achieving measurable results.

Demonstrated leadership in managing cross-functional teams and implementing strategic improvements.

Overview

11
11
years of professional experience

Work History

Operations Supervisor

Inspiro Relia Inc.
05.2021 - Current
  • Company Overview: Inspiro Relia formerly SPi CRM, Inc
  • Started managing HD account in April 2024
  • Joins and present to internal and external client meetings
  • Client communication and regular correspondences on RTO and email
  • Experienced WAH set up for 2 years
  • Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
  • Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
  • Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
  • Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
  • Ensured compliance with company policies, industry regulations, safety standards, and local laws during daily operations.
  • Reduced employee turnover by fostering a positive work environment and addressing employee concerns promptly.
  • Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.

Team Leader

Inspiro Relia Inc.
04.2019 - 04.2021
  • Company Overview: Inspiro Relia formerly SPi CRM, Inc
  • Main – Ops, RTO and Client Management POC
  • Monitors staffing and break adherence; ABA% & AHT; Productivity and Direct of Workload
  • Optimized workflows for increased productivity, resulting in better overall team performance.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.

Seasonal Team Lead

Inspiro Relia Inc.
01.2014 - 12.2018
  • Company Overview: Inspiro relia formerly SPi CRM, Inc
  • Handled a team of New Hire Agents
  • Created and Consolidated Time Reports, Updates and Other Client Requirements
  • Handled Roll outs and Team huddles for both Internal and Client Updates
  • Managed the break and lunch adherence of the agents both for Manila and Dumaguete Sites
  • Answered and addressed the concerns of the Clients both via email or phone call
  • Monitored the staffing requirement per interval
  • Formerly SPi CRM, Inc

Seasonal Learning Specialist

Inspiro Relia Inc.
02.2015 - 03.2019
  • Company Overview: Inspiro relia formerly SPi CRM, Inc
  • Part of the Training, Learning and Development Team
  • Acted as Senior Lead during ramp weeks
  • Handled classes of New Hires for Product Training
  • Created and Consolidated Time Reports, Updates and Other Client Requirements
  • Handled Roll outs and Team huddles for both Internal and Client Updates
  • Trained the class for both VOICE (Sales and Customer Service) and Deferred (MON and Email) Skills


Seasonal Quality Assurance Specialist

Inspiro Relia Inc.
02.2015 - 03.2018
  • Company Overview: Inspiro formerly SPi CRM, Inc
  • Part of the Quality Team for Christmas, Valentine’s and CDay Ramp
  • Conducted QA Roll Outs
  • Handled Mock Calls and Nestings
  • Live Barging/Side by side evaluation of agents and real time coaching
  • Utilized root cause analysis techniques to identify underlying issues contributing to customer complaints.
  • Evaluated calls and transactions during the ramp peak week
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.

Sales and Service Specialist

Inspiro Relia Inc.
12.2013 - 07.2014
  • Company Overview: Inspiro formerly SPi CRM, Inc
  • Developed strong rapport with customers, fostering loyalty and trust for sustained business growth.
  • Handled and Addressed Sales and Service concerns from customers, shippers, fulfillers and more in different channels
  • Worked closely with customers throughout the entire sales and service cycle, providing ongoing support, addressing concerns, and ensuring overall satisfaction with their experience.
  • Provided expert product knowledge, demonstrating the value proposition of offered services or products to prospective clients.
  • Utilized persuasive communication skills to successfully negotiate deals and close contracts.

Education

Middle School - Business Process Outsourcing

University Of Makati
Makati, Metro Manila
04-2014

Skills

  • Operations management
  • Performance monitoring
  • Task delegation
  • Employee development
  • Customer relations
  • Workflow optimization
  • Multitasking and organization
  • Team leadership
  • Decision-making
  • Customer service

Trainings Workshops Summits

  • Bronze Leadership Training, SPi Global, 2014-2015
  • 1800flowers Training & Operations Summit (Marco Polo), Meralco Avenue and Sapphire Street, Ortigas Centre, San Antonio, Pasig, 1600 Metro Manila, Philippines
  • Maulik’s Talk- Leadership Summit, General Aguinaldo Ave, Araneta City, Quezon City, Metro Manila, Philippines, 05/01/19 - 11/01/19

Recognition And Citations

  • Commended by HD clients for taking over HD LOB
  • Client choice Elite awards nominee 2024
  • SM Award! (We Got it All For You Award)
  • CSAT Platinum Achiever 11/01/16 & 12/01/16
  • Ranked 3rd Overall agent scorecard 10/01/16

Character Reference

Jerwin Lamboon

Senior Manager, International Operations

Inspiro

632 884 6222 loc 50546

0918 926 2194

jerwin.lamboon@inspiro.com

Timeline

Operations Supervisor

Inspiro Relia Inc.
05.2021 - Current

Team Leader

Inspiro Relia Inc.
04.2019 - 04.2021

Seasonal Learning Specialist

Inspiro Relia Inc.
02.2015 - 03.2019

Seasonal Quality Assurance Specialist

Inspiro Relia Inc.
02.2015 - 03.2018

Seasonal Team Lead

Inspiro Relia Inc.
01.2014 - 12.2018

Sales and Service Specialist

Inspiro Relia Inc.
12.2013 - 07.2014

Middle School - Business Process Outsourcing

University Of Makati

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Jomari P. Mangampo