Karen Sermeno
Marikina City
Summary
Knowledgeable Operations Director with proven track record in optimizing operational efficiency and streamlining processes. Successfully managed large teams and implemented strategic initiatives that improved productivity and reduced costs. Demonstrated leadership and problem-solving skills to drive continuous improvement and achieve organizational goals.
Overview
22
22
years of professional experience
Work History
Director of Operations
Collective Solution
Quezon City, Metro Manila, Philippines
06.2023 - Current
- Oversees daily operations across 7 logos & multiple departments, ensuring seamless coordination and efficient execution of tasks.
- Monitors budget and utilized operational resources.
- Conducts regular performance reviews to assess team progress, providing constructive feedback and guidance for continuous improvement.
- Collaborates with senior management to develop and execute long-term corporate goals and objectives.
- Defines, implements and revises operational policies and guidelines.
- Developed and executed strategic plans to achieve organizational goals and drive sustainable growth.
- Identified opportunities for cost reduction and process improvement, implementing changes that resulted in significant savings.
- Works collaboratively with functional leaders to implement new procedures and corrective actions to improve quality.
- Improved operational efficiency by streamlining processes and implementing innovative solutions.
- Launched successful initiative to automate repetitive tasks, freeing up staff to focus on strategic projects and value-added activities.
Director of Operations
Afni Inc.
02.2020 - 05.2023
- Led two programs with a total peak headcount of 600 FTEs
- Launched first offshore chat operations for US Telco client and expanded scope with their voice line of business
- Deployed sales framework for voice and chat programs
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs
- Managed and monitored operations financials by maintaining contractual ratios and delivering above target performance
- Achieved highest operating income in PH Operations for 2022
- Provides strategies and tactics on how to achieve overall FY goals of the client and by Afni
Operations Manager
IFive Global
Quezon City, Metro Manila, Philippines
04.2019 - 01.2020
Operations Manager
Afni Inc.
03.2018 - 04.2019
Operations Manager
Sitel Philippines
05.2014 - 03.2018
Operations Manager
Startek International
12.2012 - 05.2014
Team Manager
Stream Global Services
03.2005 - 11.2012
Customer Service Representative
Stream Global Services/eTelecare
09.2002 - 02.2005
Education
Bachelor of Science - Hotel & Restaurant Management
Universtity of Santo Tomas
04-2002
Skills
- Operations Management
- Data Analytics
- Process & Continuous Improvement
- Operations monitoring
- Influencing skills
- Operational efficiency
- Strategic planning
- Problem-solving
- Cost control
- Client relationships
- Employee coaching and mentoring
- Financial planning
Training
- Six Sigma Yellow Belt
- Project Management
- 7 Habits of Highly Effective People
- Gallup Strengths Finder 2.0
Impact
- Program & Business Growth
- Increased Client Trust and Penalty Avoidance
- Cost Savings Through Efficiency Improvement
- Employee Engagement
Timeline
Director of Operations
Collective Solution
06.2023 - Current
Director of Operations
Afni Inc.
02.2020 - 05.2023
Operations Manager
IFive Global
04.2019 - 01.2020
Operations Manager
Afni Inc.
03.2018 - 04.2019
Operations Manager
Sitel Philippines
05.2014 - 03.2018
Operations Manager
Startek International
12.2012 - 05.2014
Team Manager
Stream Global Services
03.2005 - 11.2012
Customer Service Representative
Stream Global Services/eTelecare
09.2002 - 02.2005
Bachelor of Science - Hotel & Restaurant Management
Universtity of Santo Tomas