Kenneth De Paz
Operations Manager
Cebu City, Province of Cebu,CEB
Summary
Seasoned Operations Manager and talented leader with 4 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
With almost 20 years in BPO industry starting from Advocate then promoted to Team Leader up to Operations Manager.
Overview
20
20
years of professional experience
Work History
Operations Manager
Concentrix
12.2020 - Current
- 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.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Team Leader
Concentrix
08.2007 - 12.2020
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Customer Service Representative
Concentrix
10.2004 - 08.2007
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Chemistry
Mindanao State University Iligan Institute of Tech
Iligan, Province Of Lanao Del Norte, Philippines 04.2001 -
Skills
- Operations Management
- Problem-Solving
- Customer Service
- Performance monitoring
Timeline
Operations Manager
Concentrix
12.2020 - Current
Team Leader
Concentrix
08.2007 - 12.2020
Customer Service Representative
Concentrix
10.2004 - 08.2007
Bachelor of Science - Chemistry
Mindanao State University Iligan Institute of Tech
04.2001 -
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