Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic
Lawrence Dwight Savior

Lawrence Dwight Savior

Cebu City

Summary

Results-driven Operations Manager with 10+ years of leadership experience and a solid track record in the BPO industry spanning 20+ years. Passionate about enhancing customer experience and optimizing operational processes. Thrives in dynamic environments that foster continuous learning and growth. Equipped with a strong foundation in customer service principles and process optimization. Possesses a knack for quickly grasping new concepts and technologies. Aspires to leverage problem-solving and communication skills to excel in a Managerial role, contributing to the success of the organization.

Overview

21
21
years of professional experience
1
1
Certification

Work History

Assistant Operations Manager

Bookedby Incorporated
06.2023 - Current
  • Manage and motivate the support department to provide first class telephone, e-mail and Live Chat support to Bookedby’s growing customer base
  • Set clear objectives, evaluate progress and instill a high-performance culture with a focus on teamwork, service excellence and ownership for resolving customer issues
  • Set-up, manage and improve standards and procedures within the team
  • Ensure working practices are well defined and operational with minimal disruption using technology to improve efficiency as appropriate
  • Manage the team and individual performance, technical and skills development
  • Encourage open communication between team members, suggesting and driving forward ideas about how the team can work more effectively together
  • Cascade business objectives and targets to the team and develop a culture of continual improvement
  • Evaluates direct reports and provides formal counselling and mentoring to staff

Operations Manager

Alorica Philippines
05.2020 - 06.2023
  • Your mission (should you choose to accept it) is to offer advanced support through phone, email, online chat or social media to customers who have questions, concerns or confusion around a particular product or service
  • You will also be called on to assist when a customer wants to escalate a call past the front-line representative – so be ready to tag in!
  • You’re literally the voice of the brand, and a strong relationship between our clients and their customers starts with you
  • Manage the team’s program specific Key Performance Indicators (KPIs), but are not limited to Average Handle Time (AHT), Quality Scores, and the like
  • Coach Team Managers and review performance, provide directions, and set goals, while providing constant feedback when necessary
  • Participate in client-related activities to include client calibration sessions and project planning
  • Participate in the recruitment and selection process of new hires and other company-initiated activities
  • Defines and manages group/team structures and resource levels to support business needs
  • Maintain discipline of team(s) and staff ethics
  • Maintain up-to-date CSA records, disciplinary action documentation, and personal improvement plan (PIP) records
  • Assist and work directly with top management
  • Evaluates direct reports and provides formal counselling and mentoring to staff
  • Develop individual & team goals and implement plans to carry out objectives
  • Lead Teams of 150+ FTEs and 9 Team Managers

Operations Manager - Virtual Assistant

TasksEveryday
05.2018 - 05.2020
  • Manages individual company accounts and analyzes program performance to determine program needs
  • Manages and provides assistance in managing and maintaining accounts of strategic clients
  • Tracks client issues and maintains client correspondence and issue resolution
  • Ensure compliance with all established policies and procedures
  • Assist and work directly with top management
  • Evaluates direct reports and provides formal counselling and mentoring to staff
  • Develop individual & team goals and implement plans to carry out objectives
  • Maximizes potential of subordinates through coaching, development and effective performance management methods
  • Responsible for all aspects of operations which include but not limited to monitoring operations staffing, provide temporary coverage & training, provision of excellent clientele service
  • Oversee and direct the activities of a number of processes & campaigns along with team lead & staff assigned to the campaign
  • Defines and manages group/team structures and resource levels to support business needs
  • Proactive in delivering work, track client issues and maintains all correspondence and issue resolution
  • Maintain discipline of team(s) and staff ethics
  • Lead Teams of 100-150 FTEs for single or multiple accounts and multiple LOB for the same account

Customer Service – Team Manager

Alorica Philippines
01.2016 - 04.2017
  • Plan, lead, organize, and coordinate the team performance to ensure customer’s needs are met and deliver the client’s and company’s goals based on agreed service levels
  • Manage the team’s program specific Key Performance Indicators (KPIs), but are not limited to Average Handle Time (AHT), Quality Scores, and the like
  • Handle call escalations through identifying customer needs, providing resolutions, and diffusing conflicts
  • Coach Customer Service Associates to review performance, provide directions, and set goals, while providing constant feedback when necessary
  • Conduct pre-shift and/or post shift meetings to keep the team updated with the current trends in the program and/or the company
  • Assist the Customer Service Associate’s concerns regarding employment concerns or grievances and observe proper escalation procedures
  • Manage financial implications of attrition and attendance issues by maintaining program-specific goals; manage staffing in accordance with program specific workflow (i.e
  • Downstaffing, upstaffing)
  • Attend regular touch point meetings with Shift Manager and/or Program Manager or Director for Operations
  • Complete weekly Operations Supervisor Scorecard for review to the Shift Manager or the Program Manager
  • Participate in client-related activities to include client calibration sessions and project planning
  • Maintain up-to-date CSA records, disciplinary action documentation, and personal improvement plan (PIP) records
  • Participate in the recruitment and selection process of new hires and other company-initiated activities

IT Helpdesk – Supervisor / POC Operations Manager

Xerox Philippines
03.2014 - 01.2016
  • Coordinates and oversees the activities and personnel associated with providing technical services to internal customers
  • Oversees the process of identifying, prioritizing and confirming resolution of reported problems with systems, hardware/software and/or network problems
  • May be asked to interface with customers and management on the status of current resolution efforts and lead daily/weekly meetings
  • Oversees the delivery of day-today technical helpdesk support efforts including receipt, prioritization, documentation, and resolution and customer support of software, hardware, operating systems and configuration issues
  • Coordinates and oversees the process of maintaining daily logs, turnovers, reruns and equipment malfunction reports consistent with established service levels; takes corrective action if service levels are not maintained
  • Ensures adherence to department policies/procedures as well as generate requested or required reports for customers and management
  • Keeps apprised of developments in field of expertise to ensure currency of knowledge
  • Provides task leadership to assigned staff and assists in the implementation of training priorities to ensure departmental staff maintains current technical/customer service skill set

Customer Service Associate – Billing (Team Leader)

Teleperformance Philippines
08.2012 - 03.2014
  • Ensure to provide excellent customer service
  • Can work with less supervision
  • Ensure efficiency when handling billing issues
  • Able to work under pressure
  • Good communication skills

Customer Account Executive – Billing and Video Repair

Convergys
06.2011 - 04.2012
  • Ensures to provide customers correct and honest information
  • Able to answer General Billing information
  • Able to provide resolution for Billing inquiry
  • Able to troubleshoot video issues
  • Provide excellent customer service

Level 2 Technical Support Engineer

Lexmark Philippines Incorporated
12.2009 - 02.2011
  • Company Overview: Lexmark Cebu Shared Services Center (CSSC)
  • Ensures a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required
  • Provides technical assistance to tenured and newly hired agents
  • Make suggestions to stream line the processes with the account
  • Knowledgeable of all reporting aspects, communications terminology and technology, and organizational procedures
  • Motivating and inspiring the team to surpass their potential
  • Creating sense of ownership within the employees and resolving employee issues, if any
  • Encouraging, supporting, and motivating actively one’s peer team
  • Monitoring, organizing, and coaching team on a day-to-day basis
  • Handling escalated calls, complaints, questions, and queries as necessary
  • Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets

Senior Technical Support Representative/ POC Team Lead

SYKES Asia Inc.
07.2004 - 09.2008
  • Provides technical assistance to tenured and newly hired agents
  • Makes sure that agents are updated technically
  • Performs mentoring
  • Make suggestions to stream line the processes of the account
  • Ensures a service-oriented and professional working environment by supervising the performance of team members and executing necessary actions for their motivation when required
  • Knowledgeable of all reporting aspects, communications terminology and technology, and organizational procedures
  • Motivating and inspiring the team to surpass their potential
  • Molds potential team members to become Senior Technical Support Representatives and high potential Team Leaders
  • Improving the team and facilitating the communication among the members of team
  • Exceeding and meeting departmental objectives, including conversion targets, and lead generation
  • Creating sense of ownership within the employees and resolving employee issues, if any
  • Encouraging, supporting, and motivating actively one’s peer team
  • Looking constantly for development as well as continuous improvement for the entire team
  • Monitoring, organizing, and coaching team on a day-to-day basis
  • Communicating the company’s purpose, core values, vision to the front employees
  • Ensuring that the employees follow their schedules properly as designed
  • Handling escalated calls, complaints, questions, and queries as necessary
  • Documenting general reports on each team member’s performance and targets as well as ensuring that they exceed the targets

Education

Bachelor of Science - Electrical, Electronics And Communications Engineering

University of San Carlos
Cebu City, Province Of Cebu, Philippines
03-2023

Skills

  • Strategic operational planning
  • Operational efficiency enhancement
  • Operational efficiency management
  • Process optimization

Certification

  • Lean Six Sigma Certified (Yellow Belt)
  • Operations Manager Coaching Tactics (OMCT)
  • Accelerating Service Promise Performance (ASPP)
  • Teleperformance Operational Processes and Standards (TOPS)
  • 7 Habits of Highly Effective People
  • ITIL Certified
  • HIPAA Certified

Languages

English
Bilingual or Proficient (C2)

Timeline

Assistant Operations Manager

Bookedby Incorporated
06.2023 - Current

Operations Manager

Alorica Philippines
05.2020 - 06.2023

Operations Manager - Virtual Assistant

TasksEveryday
05.2018 - 05.2020

Customer Service – Team Manager

Alorica Philippines
01.2016 - 04.2017

IT Helpdesk – Supervisor / POC Operations Manager

Xerox Philippines
03.2014 - 01.2016

Customer Service Associate – Billing (Team Leader)

Teleperformance Philippines
08.2012 - 03.2014

Customer Account Executive – Billing and Video Repair

Convergys
06.2011 - 04.2012

Level 2 Technical Support Engineer

Lexmark Philippines Incorporated
12.2009 - 02.2011

Senior Technical Support Representative/ POC Team Lead

SYKES Asia Inc.
07.2004 - 09.2008

Bachelor of Science - Electrical, Electronics And Communications Engineering

University of San Carlos

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Lawrence Dwight Savior