Summary
Overview
Work History
Education
Skills
Timeline
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Jose Azer Zafe

Jose Azer Zafe

Greater Lagro, Novaliches Quezon City

Summary

Skilled Operations Manager talented at improving team performance through innovative management techniques. Offers thoughtful, comprehensive and constructive feedback to staff members to promote productivity and company loyalty.

Overview

17
17
years of professional experience

Work History

Operations Manager Disney

Concentrix
10.2024 - 12.2024
  • Handled 100 FTEs with 6 team leaders and 6 SMEs that supported Inbound Phone & Chat customer service.
  • Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.


Operations Manager Roku

Concentrix
08.2023 - 09.2024


  • Supported Inbound, Chat and Email support for streaming services.
  • Handled 90 FTEs with 4 team leads and 3 SMEs.
  • Maintained 100% CVA scores month on month and perfect rating for Voice of the client survey.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.


Operation Manager

Concentrix Philippines, Iron Mountain
11.2022 - 08.2023
  • Support different line of business accounts which focus on Customer Services, Sales, Collections, Technical Support and Email/Chat Back office.
  • Developed and shared best practices across company to align with objectives and quality standards.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Streamlined operations to consistently deliver on targets.
  • Provided leadership to develop business plans and promote organizational vision.
  • Coached and trained 190 team members.
  • Elevated customer satisfaction ratings by providing speedy resolutions.

Operations Manager Real Defense

Concentrix
04.2022 - 11.2022
  • Support mainly Inbound Sales line of business for security software products.
  • Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
  • Streamlined operations to consistently deliver on targets.
  • Handled 100 FTE with 4 team leaders.
  • Elevated sales metric performance with improved customer satisfaction rating.

Operations Manager Origin Energy

Concentrix
05.2019 - 03.2021
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Certified with the CONNECT Coaching Model facilitated by our clients.
  • Handled 120 FTEs which focused on Inbound Sales and Customer service support for energy consumers.
  • Established a successful Green Belt Six Sigma Project called Penalty Reduction which focused on achieving 100% CVA and improvement on overall NPS score of the program.

Deputy Manager Pomeroy

Concentrix
10.2016 - 04.2019
  • Developed strong relationships with stakeholders especially with our clients to facilitate smooth communication and project completion.
  • Handled multiple line of business ( Collections, Call Coordinator, Service Dispatch & Parts, Technical Support & Order Entry) which supported IT infrastructure hardware, software and service desk.
  • Created and maintained a strong team culture that promoted high levels of collaboration, employee satisfaction, and overall performance.
  • Spearhead different innovation projects which improved overall productivity of service desk agents.


Tier 1 Team Leader

AT&T Prepaid
04.2011 - 09.2016
  • AT&T IRU Mobility and Prepaid Services
  • Inspired teams to achieve or exceed goals through regular motivation, implementing loyalty incentives and facilitating team-building activities.
  • Closely monitored team performance by conducting observations and tracking key metrics, identifying and managing underachievers appropriately.
  • Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff.

Floor Assistant OIC

ATT IRU Mobility
11.2012 - 03.2013
  • Focus on real-time/intraday agent productivity, performance exceptions and schedule adherence in collaboration with the command center.

Transition Coach/SME

ATT IRU Mobility
03.2012 - 11.2012
  • Support and coach new hire agents with their product and call concerns of their customers.

Technical Support Representative

Call Center Inc
02.2008 - 11.2011
  • Supported Dial up and Printer Hardware Technical support level 2.

Education

Bachelor of Science - Mechanical Engineering

Mapua Institute of Technology ( Muralla
2007

High School -

Marisyl School
2003

Elementary -

Pio Valenzuela Elementary School
1999

Skills

  • COPC Certified
  • Continuous improvements
  • Workforce training and development
  • Outstanding customer service
  • Problem-solving
  • Client relationship management
  • Microsoft Office Suite expert
  • Program Management
  • Schedule Management
  • Six Sigma Green Belt Certified
  • COPC Certified

Timeline

Operations Manager Disney

Concentrix
10.2024 - 12.2024

Operations Manager Roku

Concentrix
08.2023 - 09.2024

Operation Manager

Concentrix Philippines, Iron Mountain
11.2022 - 08.2023

Operations Manager Real Defense

Concentrix
04.2022 - 11.2022

Operations Manager Origin Energy

Concentrix
05.2019 - 03.2021

Deputy Manager Pomeroy

Concentrix
10.2016 - 04.2019

Floor Assistant OIC

ATT IRU Mobility
11.2012 - 03.2013

Transition Coach/SME

ATT IRU Mobility
03.2012 - 11.2012

Tier 1 Team Leader

AT&T Prepaid
04.2011 - 09.2016

Technical Support Representative

Call Center Inc
02.2008 - 11.2011

High School -

Marisyl School

Elementary -

Pio Valenzuela Elementary School

Bachelor of Science - Mechanical Engineering

Mapua Institute of Technology ( Muralla

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Jose Azer Zafe