Summary
Overview
Work History
Education
Skills
Timeline

Ma.Hyacinth Sobrevega

Operations Team Manager
Antipolo City

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. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success. Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings. Dedicated BPO professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

13
13
years of professional experience

Work History

Operations Team Manager

Alorica Teleservices
Makati City
07.2020 - Current
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
  • Identified and resolved unauthorized, unsafe, or ineffective practices.
  • Devised processes to boost long-term business success and increase profit levels.
  • Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
  • Directed initiatives to improve work environment, company culture or overall business strategy.
  • Supervised operations staff and kept employees compliant with company policies and procedures.
  • Analyzed and reported on key performance metrics to senior management.
  • Increased profit by streamlining operations.
  • Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Trained new employees on proper protocols and customer service standards.
  • Reduced operational risks while organizing data to forecast performance trends.
  • Assisted in recruiting, hiring and training of team members.
  • Reported issues to higher management with great detail.
  • Scheduled employees for shifts, taking into account customer traffic and employee strengths.

Project Consultant

Veloche Interiors and Exhibitions
Dubai
02.2016 - 01.2020
  • Maintained high performing team and served as project's advocate.
  • Prepared contingency plans.
  • Allocated work among team members and provided guidance.
  • Partnered with project team members to identify and quickly address problems.
  • Produced quality standards, checklists, report templates, and processes.
  • Met with manager weekly to provide detailed project report and milestone updates.
  • Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
  • Provided ongoing cost and estimate analysis reporting and managed cost allocation.

Retention Customer Service Representative

Synnex Concentrix
Eastwood City, Pasig
03.2010 - 01.2013
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
  • Answered customer telephone calls promptly to avoid on-hold wait times.
  • Provided primary customer support to internal and external customers.
  • Updated account information to maintain customer records.
  • Clarified customer issues and determined root cause of problems to resolve product or service complaints.
  • Tracked customer service cases and updated service software with customer information.
  • Maintained up-to-date knowledge of product and service changes.
  • Sought ways to improve processes and services provided.
  • Educated customers about billing, payment processing and support policies and procedures.

Education

High School Diploma -

World Citi Colleges, Anonas, Quezon City
04.2001 -

Skills

    Work flow planning

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Timeline

Operations Team Manager - Alorica Teleservices
07.2020 - Current
Project Consultant - Veloche Interiors and Exhibitions
02.2016 - 01.2020
Retention Customer Service Representative - Synnex Concentrix
03.2010 - 01.2013
World Citi Colleges - High School Diploma,
04.2001 -
Ma.Hyacinth SobrevegaOperations Team Manager