Equity Investment, Travel, Family
Juvi Camunias
Group General Manager Of Operations And People
Taguig,Metro Manila
Summary
Experienced Leader with over 18 years of successful experience in People Experience and Strategic Operations Management. Recognized consistently for performance excellence and contributions to success in the BPO industry. Strengths in Coaching and Problem Solving backed by training in Industrial Engineering. Passionate about developing leaders that share an enthusiastic commitment to excellence as a key driver of company goal attainment.
Overview
19
19
years of professional experience
15
15
years of post-secondary education
8
8
Certifications
Work History
Vice President of Operations
ProbeCx Philippines, Inc. (Acquired Stellar Philippines)
Quezon City, Metro Manila
01.2021 - Current
- Coordinates all 9 Operational sites in the Philippines, with 4500 FTE
- Operationally responsible for Airline, Logistics Technology, Health Insurance, Telco, Apparel, Consumer Goods, Fintech, and Wellness programs for Inbound/Outbound Voice, Chat, Email, Social Media, Complaints Management, and Back Office Work types across Australia, New Zealand, Singapore, Hong Kong, and Philippines.
- 100% Client Retention and 100% conversion of Proof of Concept programs through achievement of Customer Experience metrics, Operational efficiencies, and reduction in Cost to Serve ratios.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans; 90% of programs exceeding financial target.
- Coordinated Entwinement/Company Integration Initiatives between Probe and Stellar.
- Leads problem-solving and solution execution to client concerns.
- Mentored, coached, and developed Senior Leaders for continuous improvement, career growth, and succession planning.
Group General Manager of Operations and People
Stellar Philippines
Quezon City, Metro Manila
06.2018 - 12.2021
- Awarded as one of Philippines Best HR Strategy 2019, Asia Outsourcing Congress.
- 91%+ eSAT results with 90%+ participation for 3 years in a row
- Strategically leads Operations, Workforce Management, Quality, Training, Leadership Development, and Human Resources for 2000 FTE across 2 Metro and 3 Regional Sites.
- Client Industry experience includes Travel (Airlines, Cruises, Hotels), Utilities (Gas & Energy), Logistics, and Telco for Inbound, Outbound, Chat, Social Media, Complaints Management, and Back Office Work types across Australia, New Zealand, Singapore, Hong Kong, Philippines, and US.
- 100% Client and Project Renewals through achievement of Customer Experience metrics, Operational efficiencies, and Cost to Serve ratios.
- Developed effective business plans to align activities with long-term objectives, operational quality, and team efficiency.
- Organized budgets, oversaw P&Ls and achieved margin targets consistently to stay on track with growth plans.
- Mentored, coached, and developed Senior Leaders for continuous improvement, career growth, and succession planning.
Group General Manager of Operations
Stellar Philippines
Quezon City, Metro Manila
03.2016 - 05.2018
- Lead Operations and Client Management for 1000 FTE Travel (Airlines, Cruises, Hotels), Utilities (Gas & Energy), and Telco Accounts with Inbound, Outbound, Chat, Social Media, Complaints Management, and Back Office Work types across ANZ and Singapore.
- Drove Client and Business growth through achievement of contractual KPIs and Operational efficiencies
- Organized budgets, managed P&Ls and achieved margin targets
General Manager of Operations Support
Stellar Philippines
Quezon City, Metro Manila
09.2015 - 03.2016
- Lead Workforce Management, Leadership & Training Development, Centre of Excellence, and Quality for all Stellar sites (1 Metro and 2 Regional locations)
- Increased customer satisfaction by partnering with Operations in improving support systems to achieve client KPIs and objectives
- Enhanced Operating Rhythm by establishing, standardizing, and health-checking COE processes
Senior Customer Experience Manager
Convergys
Quezon City, Metro Manila
01.2015 - 08.2015
- Lead Customer Experience initiatives for Australian Telco Tech Department
- Identified issues and provided solutions to problems through data and NPS analysis
Operations Director
Stellar Philippines
Quezon City, Metro Manila
06.2011 - 12.2014
- Lead and transformed Operations for Travel portfolios
- Significantly improved under-performing operation and regained client confidence
- Spearheaded contractual negotiations with partners and clients to ensure margins while accommodating changing needs of the client
Senior Operations Manager
Stellar Philippines
Quezon City, Metro Manila
09.2009 - 05.2011
Client & Customer Service Delivery Manager
Civicom, Inc
Muntinlupa, Metro Manila
07.2008 - 09.2009
Call Centre Manager
Teleperformance Philippines
Pasig, Metro Manila
01.2008 - 05.2008
Assistant Call Centre Manager
Telperformance Philippines
Pasig, Metro Manila
10.2006 - 12.2007
Supervisor
Teleperformance Philippines
Pasig, Metro Manila
10.2004 - 09.2006
Customer Service Representative
Teleperformance Philippines
Pasig, Metro Manila
04.2004 - 09.2004
Education
Bachelor of Science - Industrial Engineering
University Of The Philippines
Diliman, Quezon City 06.1998 - 03.2009
High School Diploma -
San Beda College
Alabang, Muntinlupa 06.1994 - 03.1998
Skills
Customer & Employee Experience
Certification
Behaviours for Leaders (DISC Assessment)
Interests
Timeline
Behaviours for Leaders (DISC Assessment)
06-2022
Vice President of Operations
ProbeCx Philippines, Inc. (Acquired Stellar Philippines)
01.2021 - Current
Transformational Coaching Program, Innov8
06-2020
Personal Leadership Trilogy, Innov8
03-2020
Leadership Assessment and Development, Challis & Company
11-2019
Group General Manager of Operations and People
Stellar Philippines
06.2018 - 12.2021
Group General Manager of Operations
Stellar Philippines
03.2016 - 05.2018
General Manager of Operations Support
Stellar Philippines
09.2015 - 03.2016
Senior Customer Experience Manager
Convergys
01.2015 - 08.2015
Winning WFM Techniques, WFM Philippines
03-2014
Operations Director
Stellar Philippines
06.2011 - 12.2014
Six Sigma Green Belt Training Program, Ateneo Center for Continuing Education
06-2011
CPI Leadership Assessment
07-2010
Franklin Covey Excellence by Design Program
12-2009
Senior Operations Manager
Stellar Philippines
09.2009 - 05.2011
Client & Customer Service Delivery Manager
Civicom, Inc
07.2008 - 09.2009
Call Centre Manager
Teleperformance Philippines
01.2008 - 05.2008
Assistant Call Centre Manager
Telperformance Philippines
10.2006 - 12.2007
Supervisor
Teleperformance Philippines
10.2004 - 09.2006
Customer Service Representative
Teleperformance Philippines
04.2004 - 09.2004
Bachelor of Science - Industrial Engineering
University Of The Philippines
06.1998 - 03.2009
High School Diploma -
San Beda College
06.1994 - 03.1998
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