KENNETH Anderson CHEN
Iloilo City,Philippines
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
13
13
years of professional experience
Work History
Operations Manager
XtendOps
05.2021 - 09.2025
- Ensures the team achieves daily, weekly and monthly targets on goals and productivity set by the company and client
- Conducts performance evaluations for team members
- Monitored staff performance and developed improvement plans.
- Reviewed and revised operational policies, aligning procedures with best practices and regulatory requirements.
- Supported employee morale and well-being by developing positive practices centred on career development and individual job satisfaction.
Virtual Assistant
Fax Better
03.2016 - 06.2018
- Managed electronic and paper filing systems by updating paperwork, maintaining documents, and accurately recording information.
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Completed business correspondence, transcription, and data entry.
- Conferred with customers by telephone, chat or email to provide information.
- Answered and screened calls to provide information, schedule appointments and take detailed messages.
- Uploaded files for team use on Google Suite
IT and Operations Officer
Xilium Professional Services
03.2016 - 03.2018
- Manage a team of IT professionals for the company and its clients, onshore and offshore
- Acts as liaison between the company, employees and clients
- Lead a team of agents who provides tech support to clients across USA
- Conducts performance evaluations and coaching
- Ensures team productivity meets client and company standards
Technical Manager
PCE Support
06.2014 - 12.2015
- Mentored junior staff, providing guidance on best practices and encouraging professional development within the technical team.
- Established effective communication channels between technical and non-technical teams, enhancing collaboration and project outcomes.
Technical Support Representative
Transcom Iloilo
11.2012 - 05.2014
- Asked customers targeted questions throughout troubleshooting to determine smart solutions.
- Helped customers set up new systems, applications and software.
- Maintained a high level of product knowledge to offer expert advice on technical queries.
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
Education
BS - Information Technology
Our Lady of Fatima University
03.2010
Primary to Secondary Education -
Iloilo Central Commercial High School
03.2006
Skills
- Team Player
- Communication Skills
- Team Management
- Phone Handling
- Computer and Internet Literacy
- Performance monitoring
- Performance reporting
- Health and safety compliance
- Process improvement
- Client relations
- Process improvements
- Employee motivation
- KPI tracking
- Operations oversight
Timeline
Operations Manager
XtendOps
05.2021 - 09.2025
Virtual Assistant
Fax Better
03.2016 - 06.2018
IT and Operations Officer
Xilium Professional Services
03.2016 - 03.2018
Technical Manager
PCE Support
06.2014 - 12.2015
Technical Support Representative
Transcom Iloilo
11.2012 - 05.2014
BS - Information Technology
Our Lady of Fatima University
Primary to Secondary Education -
Iloilo Central Commercial High School