Jose Azer Zafe
Quezon City Metro Manila
Summary
Dynamic Operations Manager with a proven track record at Convergys and Concentrix, excelling in process improvement and workforce development. Spearheaded projects that significantly enhanced productivity and maintained 100% CVA scores, demonstrating exceptional performance management and client relationship skills.
Overview
17
17
years of professional experience
Work History
Operations Manager
Concentrix
Quezon City, Metro Manila
04.2019 - 12.2024
- Support different lines of business accounts that focus on Customer Services, Sales, Collections, Technical Support, and Email/Chat Back Office.
- Conducted regular performance reviews, identifying areas for improvement, and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Maintained 100% CVA scores month on month, and a perfect rating for the Voice of the Client survey.
- Developed and shared best practices across the company to align with objectives and quality standards.
Deputy Manager of Operations
Concentrix
Quezon City, Metro Manila
10.2016 - 04.2019
- Developed strong relationships with stakeholders, especially with our clients, to facilitate smooth communication and project completion.
- Handled multiple lines of business (Collections, Call Coordinator, Service Dispatch & Parts, Technical Support, and Order Entry), which supported IT infrastructure hardware, software, and service desk.
- Spearhead different innovation projects that improved the overall productivity of service desk agents.
Team Leader
Convergys
Quezon City, Metro Manila
04.2012 - 08.2016
- Served as customer service team lead, enforcing company policies, answering co-workers' questions, and training new staff.
- Closely monitored team performance by conducting observations and tracking key metrics, identifying, and managing underachievers appropriately.
- Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives, and facilitating team-building activities.
Transition Coach
Convergys
Quezon City, Metro Manila
11.2011 - 04.2012
- Established and supervised peer-counseling and peer-tutoring programs.
Workforce Real Time Analyst
Convergys
Quezon City, Metro Manila
03.2010 - 11.2011
- Determined appropriate schedules and made proactive adjustments to meet coverage and service objectives.
Technical Support Advisor
Convergys
02.2008 - 03.2010
- Served as first point of contact for incoming technical service calls and emails.
Education
Bachelor of Science - Mechanical Engineering
Mapua Institute of Technology
Manila Philippines07-2007
High School Diploma -
Marisyl School
Malanday Valenzuela City04-2003
Skills
- Process improvement strategies
- Continuous improvements
- Workforce training and development
- Performance management
- Client relationship management
- Operations management
- Customer relationship management
References
References available upon request.
Timeline
Operations Manager
Concentrix
04.2019 - 12.2024
Deputy Manager of Operations
Concentrix
10.2016 - 04.2019
Team Leader
Convergys
04.2012 - 08.2016
Transition Coach
Convergys
11.2011 - 04.2012
Workforce Real Time Analyst
Convergys
03.2010 - 11.2011
Technical Support Advisor
Convergys
02.2008 - 03.2010
Bachelor of Science - Mechanical Engineering
Mapua Institute of Technology
High School Diploma -
Marisyl School
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