Marlon Herrera
Quezon City
Summary
Accomplished Supervisor of Operations at Telus Digital, adept in lean practices and employee relations, significantly enhanced operational efficiency and team productivity. Skilled in conflict resolution and performance monitoring, I led initiatives that fostered a collaborative environment, achieving notable customer satisfaction levels. My strategic input and recruitment acumen have been pivotal in aligning workforce capabilities with organizational goals.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Supervisor of Operations
Telus Digital
Makati
03.2009 - 12.2024
- Evaluated staff performance regularly, offering constructive feedback designed to promote growth within their roles.
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work.
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills.
- Established clear expectations for team members, fostering a positive work environment through open communication and accountability.
- Enhanced operational efficiency by streamlining processes and implementing best practices in the workplace.
- Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
- Ensured compliance with company policies, industry regulations, and safety standards in daily operations.
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration.
- Proactively identified potential problems before they escalated, addressing them swiftly and effectively to minimize negative impact on daily operations.
- Boosted employee morale by recognizing outstanding work efforts and providing regular opportunities for professional development.
- Assisted in strategic planning efforts within the organization by providing valuable insights based on experience leading teams within similar industries.
- Collaborated with other departments to identify areas for improvement and implement beneficial changes across the organization.
- Participated in recruitment efforts, interviewing potential candidates to ensure they were a good fit for the company culture and possessed necessary skills for success on the job.
Agent Support Specialist
Teletech
Cainta Rizal
01.2006 - 03.2009
- Technical Support Representative
- Support Matter Expert
- Team Leader OIC
- Enhanced customer satisfaction by promptly addressing inquiries and providing accurate information.
- Resolved escalated issues, maintaining a high level of customer satisfaction and retention.
Education
BS Mechanical Engineer -
Don Bosco Technical College
Mandaluyong City10.1997
Skills
- Recruitment and hiring
- Lean practices implementation
- FLUENT IN English language
- Employee relations and conflict resolution
- Policies and procedures implementation
- Health and safety compliance
- Superb time management skills
- Performance monitoring
- Sales background
- Delegation
- Performance reporting
- Management
- Process improvement strategies
- Complex problems analysis
- Quality assurance and control
- Troubleshooting and problem solving
- Multitasking
- Team building
- Reliability
- Problem-solving abilities
- Professionalism
- Time management abilities
- Work Delegation
- Project planning and development
- Workforce training
- Staff retention
Certification
Lean Six Sigma Yellow Belt Certified
Coaching for Excellence
License to Lead
References
James King
Player Engagement Manager | North America
+63 917 1629475
Jestoni Prino
Sales Manager
+639182744181
jestoniprino@gmail.com
Miguel Yason
Operations Manager
+639159243001
Timeline
Supervisor of Operations
Telus Digital
03.2009 - 12.2024
Agent Support Specialist
Teletech
01.2006 - 03.2009
BS Mechanical Engineer -
Don Bosco Technical College