Joseph Driggs Samar
Operations Manager
Davao City
Summary
I’m a results-driven professional experienced in managing CX/Care service operations. Skilled at boosting productivity and profitability by identifying weaknesses and implementing effective solutions. Adaptable in fast-paced environments, strong communicator, and collaborative team builder who fosters trusted relationships at all levels.
Overview
12
12
years of professional experience
2
2
Languages
Work History
Operations Manager
VXI Global Holdings
11.2023 - Current
- Lead day-to-day operations ensuring achievement of Sales & Revenue, KPIs, SLAs, and Client expectations.
- Monitored and analyzed performance metrics to identify areas for improvement and implement data-driven process enhancements.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
Operations Team Leader
VXI Global Holdings
01.2023 - 11.2023
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Real-Time Analyst
VXI Global Holdings B.V
01.2021 - 01.2023
- Maximized agent adherence to schedule by implementing real-time adjustments based on call volume fluctuations.
- Increased operational efficiency with thorough analysis of key performance indicators and implementation of best practices.
- Developed comprehensive reports to inform decision-making, highlighting trends and opportunities for improvement.
- Monitored real-time adherence rates, identifying potential risks to service delivery goals and taking corrective actions when needed.
- Managed intraday staffing levels to ensure optimal coverage during peak periods and unexpected events.
- Maintained service level agreements by closely monitoring performance metrics and adjusting staffing levels as necessary.
Sales and Service Associate
VXI Global Holdings B.V
08.2018 - 01.2021
- Enhanced customer satisfaction by providing timely and efficient assistance in various service tasks.
- Provided accurate answers and solutions to customer concerns, inquiries and complaints.
- Effective Sales Associate selling products and subscriptions
Quality Analyst
iQor (formerly Cybercity Teleservices)
01.2016 - 01.2018
- Monitored and evaluated inbound/outbound calls, and emails to ensure adherence to quality standards and compliance guidelines.
Sales & Customer Service Representative
iQor (formerly Cybercity Teleservices)
01.2014 - 01.2016
- Worked with 1800Flowers.com & Catalog Brands
- Provided personalized customer assistance and product recommendations to drive sales and satisfaction.
Education
Bachelor of Computer Technology -
USEP
Davao City01.2014
Skills
Strategic Operations Management
Client & Stakeholder Engagement
Customer service
Process improvement
MS office
Planning and implementation
Workflow optimization
Performance management
Sales background
Timeline
Operations Manager
VXI Global Holdings
11.2023 - Current
Operations Team Leader
VXI Global Holdings
01.2023 - 11.2023
Real-Time Analyst
VXI Global Holdings B.V
01.2021 - 01.2023
Sales and Service Associate
VXI Global Holdings B.V
08.2018 - 01.2021
Quality Analyst
iQor (formerly Cybercity Teleservices)
01.2016 - 01.2018
Sales & Customer Service Representative
iQor (formerly Cybercity Teleservices)
01.2014 - 01.2016
Bachelor of Computer Technology -
USEP
References
- Gordon Rex, Canoy, Operations Manager, gordon.canoy@vxi.com, +639-4604-90072
- Esmael, Dadtungan, Senior Team Leader (OP360), edadtungan@officepartners360.com, +639-1589-41751