Jovencita Lampac
Pasig City, NCR
Summary
Proactive and a passionate Operations Manager with 3 years experience and a proven track record at Concentrix, enhancing operational efficiency and customer satisfaction through strategic planning and talent development. Skilled in data analysis and proficient in MS Office & Google Workspace, I've led teams to exceed performance targets, demonstrating exceptional leadership and operational management capabilities.
Overview
16
16
years of professional experience
Work History
Operations Manager
Concentrix
07.2022 - Current
- Managed daily operational activities, led teams in implementing projects to address performance gaps
- Launched new line of business on February 2021, met performance targets consistently
- Developed and implemented projects which improved efficiency in transaction handling by 11% and reduced customer dissatisfaction by 19%
- Analyzed and reported on key performance metrics and provided recommendations for process improvement during weekly/monthly business reviews
- Facilitated development training which led to skills and competencies improvement for leadership and support staff - SME Summit & TL Competencies Upskilling
Team Leader/Sr. Team Leader, Operations
Concentrix
11.2016 - 07.2022
- Developed and implemented action items to meet performance targets, motivated team members to meet organizational goals
- Conducted training/upskilling for team members to improve confidence, product expertise, and communication & interpersonal skill
- Provided data analysis and reporting to support of operational decision-making of LOB leads
Subject Matter Expert
Concentrix
09.2015 - 11.2016
- Provided support, shared expertise, and facilitated smooth knowledge transfer in support of and for front-line agents
- Collaborated with leaders for root cause analysis, creation and execution of action plans to address performance gaps
- Provided recommendations for process improvement to leadership team
Customer Service Representative
Concentrix
10.2008 - 09.2015
- Provided support to customer requests for products & services
- Proactively worked with Team Leader and SME to exceed KPI targets and meet guidelines for excellent transaction handling
Education
Bachelor of Science - Environmental Science
Benguet State University
La Trinidad, Benguet04-2008
Skills
- Excellent leaderships, performance and operational management skills
- Data analysis & management
- Strategic planning
- Talent development
- Proficiency in MS Office and Google Workspace
Timeline
Operations Manager
Concentrix
07.2022 - Current
Team Leader/Sr. Team Leader, Operations
Concentrix
11.2016 - 07.2022
Subject Matter Expert
Concentrix
09.2015 - 11.2016
Customer Service Representative
Concentrix
10.2008 - 09.2015
Bachelor of Science - Environmental Science
Benguet State University
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