Summary
Overview
Work History
Education
Skills
Certification
Software
Timeline
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Joseph C. Thelmo

Joseph C. Thelmo

Mandaue City

Summary

Customer-focused operations leader with 20 years of experience in the outsourcing sector. Skilled in communication, customer service, sales, IT, and people development, with a strong background in process improvement, technical support, and team supervision. Proven ability to lead and motivate teams, resolve issues efficiently, and boost overall performance. Recognized for building strong relationships, promoting collaboration, and driving operational excellence in dynamic, fast-paced environments.

Overview

27
27
years of professional experience
1
1
Certification

Work History

Administrative Officer

Persona Desktop Publishing
09.2000 - 11.2000
  • Assist the management of the company’s staff.
  • Has the general function of an office supervisor.
  • Assists directly to the Managing Associate of the company.
  • Handles company payroll and employee benefits (SSS, PhilHealth, Pag-ibig).
  • Monitors the timekeeping of company’s staff.
  • Handles payments for office expenditures.
  • Updates and handles all personnel files.
  • Organizes and maintains files and pertinent documents.
  • Monitors interoffice and external memoranda.

Administrative Clerk

National Reinsurance Corp. of the Phils.
06.1998 - 11.2000
  • Assist the management of the company’s staff.
  • Does data encoding for the company’s database.
  • Assists directly to the HR Manager of the company.
  • Monitors the timekeeping of company’s staff.
  • Organizes and maintains files and pertinent documents.
  • Monitors interoffice and external memoranda.

Client Partnership Manager

Athena
10.2024 - Current
  • Built and maintained strong client relationships to ensure long-term satisfaction and strategic alignment with business goals.
  • Resolved client issues and managed crises with professionalism to maintain service continuity and trust.
  • Oversaw performance management by setting goals, tracking KPIs, and ensuring accountability among team members.
  • Streamlined operations and optimized internal processes to enhance efficiency and client experience.
  • Supported and developed Executive Assistants by providing training, tools, and guidance to maintain high service standards.
  • Navigated negotiations and complex challenges, balancing client needs with company priorities.
  • Communicated effectively with stakeholders, promoting collaboration and proactively resolving conflicts.

Senior Operations Manager

Alorica
05.2024 - 10.2024
  • Has the general function of a Senior Operations Manager.
  • Oversees the whole operations for a Financial Business process – leading a team of 500++ FTEs for both Cebu and Davao sites.
  • Handles and oversees the transition of the business/account to Alorica. Ensuring that all requirements are met and processes are followed.
  • In-charge of account’s employee-relation events.
  • Does day-to-day interaction with the client and report on account’s performance.
  • Frequently provides updates and action plans to relevant stakeholders with regard to account performance and related issues.
  • Works closely with the client to ensure all needs are addressed.
  • Directly and Indirectly works with the Client to meet the business needs.
  • Leads and manages client visits, internal and external audits and business delivery reviews.
  • Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Does regular discussion with both client and onshore counterparts on account’s progress and updates through business reviews and daily touch-base.
  • Directly reports to the Senior Director.
  • Initiates action plans and root cause analysis for the account and collaborates with other departments for continuous improvement (i.e. quality, IT, etc).
  • Collaborates with training, quality, and other departments to ensure company/account processes are calibrated.
  • Mentor and develop future leaders in the business.
  • Handles client escalations/complaints and provides feedback promptly.
  • Ensure all escalations/complaints are tracked and addressed within a given time.
  • Works with Human Resources for hiring and screening of both external and internal applicants.
  • Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met (such as NPS/CSAT, AHT, Quality, Compliance, Attrition).
  • Initiates employee engagement activities for the company to keep employee morale high.
  • Works closely with Work Force to ensure that staffing is met daily.
  • Handles the invoices and P&L of the account.

Senior Operations Manager

Wipro Limited
12.2022 - 03.2024
  • Has the general function of Senior Operations Manager.
  • Oversees the whole operations for a leading Healthcare Insurance process – leading a team of 200 FTEs.
  • Handles and oversees the transition of the business/account to Wipro. Ensuring that all requirements are met and processes are followed.
  • In-charge of account’s employee-relation events.
  • Does day-to-day interaction with the client and report on account’s performance.
  • Works closely with the client to ensure all needs are addressed.
  • Directly and Indirectly works with the Client to meet the business needs.
  • Leads and manages client visits, internal and external audits and business delivery reviews.
  • Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Does regular discussion with both client and onshore counterparts on account’s progress and updates.
  • Directly reports to the Assistant Vice President.
  • Initiates action plans and root cause analysis for the account and collaborates with other departments for continuous improvement (i.e. process excellence, quality, IT, etc).
  • Collaborates with training, quality and other departments to ensure company/account processes are calibrated.
  • Mentor and develop future leaders in the business.
  • Handles client escalations/complaints and provides feedback in a timely manner.
  • Ensure all escalations/complaints are tracked and addressed within a given time period.
  • Works with Human Resources for hiring and screening of both external and internal applicants.
  • Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met (such as NPS/CSAT, AHT, Quality, Attrition).
  • Initiates employee engagement activities for the company to keep employee morale high.
  • Handles the invoices and P&L of the account.

Senior Operations Manager

Genpact LLC
06.2022 - 12.2022
  • Has the general function of Senior Operations Manager.
  • Oversees the whole operations for the Retail Life insurance process – leading a virtual team of 60 associates for both the Cebu and Manila site.
  • Handles one of the Lines of Businesses of the Company’s Insurance Vertical (Insurance – Retail).
  • In-charge of LOB’s employee-relation events.
  • Does day-to-day interaction with the client and report on LOB’s performance.
  • Works closely with the client to ensure all needs are addressed.
  • Directly and Indirectly works with the Client to meet the business needs.
  • Leads and manages client visits and business delivery reviews.
  • Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Does regular discussion with both client and onshore counterparts on LOB’s progress and updates.
  • Ensures a fluid transition of business from the US to the local site.
  • Directly reports to the Deputy General Manager.
  • Initiates action plans and root cause analysis for the LOB and collaborates with other departments for continuous improvement.
  • Develops initiatives and action plans in order to meet and exceed key client metrics.
  • Collaborates with training, quality and other departments to ensure company/account processes are calibrated.
  • Continually maintains balance scorecard for both the team and individual.
  • Handles client escalations/complaints and provides feedback in a timely manner.
  • Ensure all escalations/complaints are tracked and addressed within a given time period.
  • Works with Human Resources for hiring and screening of both external and internal applicants.
  • Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met.
  • Initiates employee engagement activities for the company to keep employee morale high.

Service Delivery Manager

Cognizant Technology Solutions
04.2013 - 05.2022
  • Has the general function of Senior Operations Manager.
  • Oversees the whole operations for the Retail Life insurance process – leading a team of 60-150 associates for both the Cebu and Manila site.
  • Handles one of the Lines of Businesses of the Company’s Insurance Vertical (Insurance – Retail).
  • In-charge of LOB’s employee-relation events.
  • Does day-to-day interaction with the client and report on LOB’s performance.
  • Has built a strong relation with the client by providing top-of-the-line performance and initiatives.
  • Works closely with the client to ensure all needs are addressed.
  • Directly and Indirectly works with the Client to meet the business needs.
  • Leads and manages client visits and business delivery reviews.
  • Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff.
  • Does regular discussion with both client and onshore counterparts on LOB’s progress and updates.
  • Ensures a fluid transition of business from the US to the local site.
  • Directly reports to the Deputy General Manager.
  • Initiates action plans and root cause analysis for the LOB and collaborates with other departments for continuous improvement.
  • Develops initiatives and action plans in order to meet and exceed key client metrics.
  • Collaborates with training, quality and other departments to ensure company/account processes are calibrated.
  • Continually maintains balance scorecard for both the team and individual.
  • Maintained account performance during COVID-19 lockdown, transitioning to a virtual team environment.
  • Handles client escalations/complaints and provides feedback in a timely manner.
  • Ensure all escalations/complaints are tracked and addressed within a given time period.
  • Works with Human Resources for hiring and screening of both external and internal applicants.
  • Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met.
  • Initiates employee engagement activities for the company to keep employee morale high.

Team Leader II / OIC

Convergys Philippines
07.2003 - 03.2013
  • Has the general function of a Senior Supervisor.
  • OIC for the Operations Team.
  • POC for the English Only Policy in Operations.
  • Certified to train and deploy for several applications in the company (such as EWS and Cybershift).
  • Directly and Indirectly works with the Client to meet the business needs.
  • Directly reports to the Operations Manager.
  • Does focused coaching and mentoring for both agents and Team Leaders.
  • Manages the Sales Force Team for Operations.
  • Manages all ongoing Sales projects initiated by the team and client.
  • Provide support to the day-to-day management of the sales team.
  • Do action plans and root cause analysis for both my direct subordinates and the account for continuous improvement.
  • Develops initiatives and action plans in order to meet and exceed key client metrics.
  • Collaborates with training, quality and other departments to ensure company/account processes are calibrated.
  • Continually maintains balance scorecard for both the team and individual.
  • Continually develop subordinates and keeps team morale high.
  • Monitors and maintains agent performance and morale.
  • Provides post-training updates and information to newly certified agents.
  • Does regular Focused Group Discussions to check on associates morale.
  • Maintains minimal attrition for the team handled.
  • Conducts certification and skills verification for new hired agents/team leaders.
  • Ensure all escalations/complaints are tracked and addressed within a given time period.
  • Works with Human Resources for hiring and screening of both external and internal applicants.

Assistant Team Leader – Customer Service

ePacific Global
03.2001 - 06.2003
  • Has the general function of an assistant supervisor.
  • Handles inbound client-based calls in aspects of customers service and in inbound sales.
  • Handles customer service to various products/services of the Company.
  • Works with both local and international clients (based in the United States and in Canada).
  • Reports directly to the Customer Service Team Leader and also to the Operations Manager.
  • Delegate tasks to different Customer Service Representatives.
  • Trained in the different aspects of Customer Service and in Sales.
  • Well-versed in the product sold by the company.

Education

Bachelor of Law -

San Sebastian-Recolletos
06-2000

Bachelor of Law -

University of Sto. Tomas
06-1999

Bachelor of Arts - Political Science

Centro Escolar University
03.1998

Skills

  • Written English
  • Verbal English
  • Office applications
  • Word
  • Excel
  • PowerPoint
  • Technical troubleshooting
  • Windows-based Operating Systems
  • Training skills
  • Facilitation skills
  • Customer Service
  • Technical Support
  • Employee coaching
  • KPI tracking
  • Standard operating procedures
  • Operations management
  • Cross-functional coordination
  • Productivity improvement
  • Key performance indicators
  • Stakeholder management
  • Forecasting
  • Operational excellence
  • Strategic planning
  • Cost reduction
  • Technology integration

Certification

  • Certified Green Belt Six Sigma
  • LOMA 280 - 2014
  • LOMA 291 - 2016

Software

Microsoft Office

Google Suite

Zoom

HubSpot

Slack

Glue

ChatGPT

Timeline

Client Partnership Manager

Athena
10.2024 - Current

Senior Operations Manager

Alorica
05.2024 - 10.2024

Senior Operations Manager

Wipro Limited
12.2022 - 03.2024

Senior Operations Manager

Genpact LLC
06.2022 - 12.2022

Service Delivery Manager

Cognizant Technology Solutions
04.2013 - 05.2022

Team Leader II / OIC

Convergys Philippines
07.2003 - 03.2013

Assistant Team Leader – Customer Service

ePacific Global
03.2001 - 06.2003

Administrative Officer

Persona Desktop Publishing
09.2000 - 11.2000

Administrative Clerk

National Reinsurance Corp. of the Phils.
06.1998 - 11.2000

Bachelor of Arts - Political Science

Centro Escolar University

Bachelor of Law -

San Sebastian-Recolletos

Bachelor of Law -

University of Sto. Tomas

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Joseph C. Thelmo