Kristian De Guzman
Operations Team Leader
Caloocan
Summary
Seasoned Team Leader with some knowledge and experience of being an Operations Manager. Results-driven and accustomed to overseeing operations with strong attention to detail. History of meeting demanding group objectives through employee training, motivation and performance management. Inspires trust and confidence to build rapport with team members and promotes positivity and camaraderie to motivate as well.
Overview
14
14
years of professional experience
5
5
Certificates
Work History
Operations Manager - OIC
Telus International Philippines, Inc.
Taguig City
05.2021 - 08.2021
- Drives the attainment of our KPIs helping to ensure the profitability of the account
- Ensures that company and client updates are cascaded on time to the team
- Work with Work Force Management regarding staffing requirements
- Drives to upholds different company policies
- Ensures proper actions are taken for non-performing team members and provides coaching and mentoring to associate and team leaders as needed
- Drives for the recognition and reward of top performing team members
- Builds good and effective working relationship with our team members and partners or clients.
- Managed team of employees, overseeing hiring, training and professional growth of employees.
- Used Google Workspace and other software tools to create documents and other communications.
Operations Team Leader
Telus International Philippines, Inc.
Taguig City
01.2017 - 04.2021
- Increased overall efficiency and productivity of team by revamping jobs, schedules and daily assignments.
- Motivated and trained employees to maximize team productivity.
- Monitors the performance of each team member against specified account / program metrics, and provides the necessary support and assistance in order for metrics to be improved on, attained, or exceeded.
- Regularly performs tasks related to team management (i.e. coaching and mentoring, performance feedback-giving), as well as data reporting on the team’s performance.
- Performs administrative duties for the team (i.e. payroll, consequence management)
Operations Analyst II
Telus International Philippines, Inc.
Taguig City
02.2011 - 12.2016
- Prepare and send out reports and adhoc request from clients
- Manages Queue and take escalation emails or messages that needs a higher level of support
- Ensure resources and related processes for bundles/team are updated and cascaded accordingly to team members
- Attends sync up/calibration calls with clients
- Perform floor support duties and provide assistance to team members if they are having difficulty handling their player/customer issues
Operations CSR
TELUS International Philippines, INC
Taguig City
08.2010 - 01.2011
- Responsible in handling and resolving customer/player's concerns via e-mail
Customer Care Specialist
IBM Daksh Business Process Services Philippines Inc.
Mandaluyong City
08.2007 - 11.2009
- Responsible in handling customer concerns mainly in Chat
Education
Bachelor of Secondary Education - Undergraduate - Major in Special Education Minor in Social Studies
University of The Philippines
Quezon City 04.2001 -
High School Diploma -
Manaoag National High School
Manaoag, Pangasinan 04.2001 -
Skills
Leadership experience
Organizational know-how
Computer proficiency
People skills
Critical thinking and problem solving
Professionalism and strong work ethic
Proficient in Google Workspace and MS Office
Collaboration talent
Accomplishments
- Process and Guideline creation for different handled games
- Created several handbooks/resources for different handled games
- Proposed and executed a process to better manage the queue
- Collaborated in creating several reports
- Collaborated and helped in different engagement project and activities
- Mentored team members
- Spearheaded Chat Pilot in Q2 2020
- Recipient of several awards (TELUS McKinley West Awards, TL of the Year, Top TL for several Quarters and months and TL Excellence Award)
Certification
Completed Lean Six Sigma White Belt