Martin de Vera
Bacoor, Province Of Cavite,CAV
Summary
Accomplished Senior Director for Global Service Delivery at Callmax Solutions, adept in culture transformation and strategic planning. Spearheaded initiatives that increased business growth by 70%, showcasing expertise in operations management and team leadership. Proven track record in enhancing process efficiency and securing strategic partnerships, with a notable 85% close rate on business development.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Senior Director for Global Service Delivery
Callmax SOlutions
04.2019 - Current
- Operations Management: Proven expertise in managing end-to-end operations, including workflow optimization, resource allocation, and team performance monitoring to achieve organizational goals. Successfully led teams to exceed KPIs and deliver exceptional results in dynamic environments.
- Increased business growth by 70% through effective management and strategic scaling of full-time equivalent (FTE) resources.
- Implemented remote monitoring software across all LOB
- Implemented a Simplified RCA and Coaching process based on the KASH model
- Created and Implemented a Bell Curve Driven Agent KPI scorecard
- Quality and Training: Extensive experience in establishing and overseeing quality assurance frameworks and training programs. Skilled in identifying performance gaps, designing development plans, and implementing training initiatives that drive employee skill enhancement and process excellence.
- Created Training, QA, MIS, Compliance, and Client Services departments
- Created the Playbook for Training, QA, Compliance and Client Services Implemented LMS in Training Implemented FMEA driven QA Audits
- Business Development: Demonstrated ability to identify growth opportunities, build client relationships, and secure strategic partnerships. Adept at developing and executing business strategies that align with organizational objectives and drive revenue growth.
- Secured a portfolio of 47 clients, contributing significantly to business growth and revenue.
- Increased Average Bill Rate from $7 to $12
- Increased Client Life Cycle Average from 47 Days to 1.8 Years
- Spearheaded the documentation of all client processes
- 85% Close Rate on Business Development
- Responsible in closing and retaining 90% of the business
- Onboarded Medical Billing, Homecare, and Title Insurance accounts
- Process Improvement: Track record of streamlining processes to improve efficiency, reduce costs, and enhance customer satisfaction. Expertise in utilizing data-driven approaches to identify bottlenecks, implement corrective actions, and foster continuous improvement.
- Saved the company PHP 41M in tax liabilities
- Implemented projects that yielded 8% increase in bottom line revenue
Operations Manager
Spiralytics
05.2016 - 09.2018
- Handled the Finance and Reports Analytics teams, responsible for the day-to-day operations and roll out of Efficiency and Profitability Driven Projects, Process Design and Legal Compliance.
- Defined KPIs that directly correlates to efficiency and profitability
- Developed Standardized Man Hours Allocation per client and improve profitability from -60% to 24%
- Increased Workload Capacity by 100% and reduced Overtime Average by 3.5X
- Increased contract compliance from 43% to 93%
- Improved Collection Rate from 27% to 72% for 0-60 days bucket
Business Operations Consultant
Altisource
11.2015 - 04.2016
- Initiated and accomplished business process automation. Streamlined processes while being heavily involved in cost center mitigation within a 6-month consultancy contract
- Automated Vacant Property Registration reducing a 40 FTE LOB into 3 FTE
- Created an algorithm to improve Water Utility Registration accuracy from 27% to 92%
- Helped Improved FCR for Code Violation from 64% to 88%
- Improved Back Office Processing time for Short Sale from 1 week to 4 Days
- Improved Overall cost efficiency of Property Preservation by 25%
Organizational Excellence Manager
Sutherland Global Service
04.2015 - 09.2015
- Facilitated transitions of new accounts through process mapping while identifying process improvement opportunities, closes existing gaps found, and creating account specific process manuals towards Global Standardization.
- Established and developed the Philippine leg of the OE-PDT Team
- Created standardized process manuals on ADDIE based Training and Development, Change Management, and Standardized Job Analysis
- Created account-specific process manuals for Operations and Support departments
- Facilitated transitions of new Accounts into the organization through process mapping Identified process improvement opportunities and closes existing gaps found
- Created needed functionalities in existing reporting systems to increase efficiency and accuracy
- Served as a Subject Matter Expert and internal consultant for streamlining processes
- Conducted Delivery Standardization Audits
- Liaised with Top Management and Account stakeholders for on-going Transformation Projects
Education
Bachelor of Science - Marketing Management
De La Salle University- Dasmarinas
Dasmarinas, Province Of Cavite, Philippines03-2005
Skills
- Culture transformation
- Team management
- Policy development
- Data analytics
- Strategic planning
- Process improvement
- Project management
- Contract and vendor management
- Strategies and goals
- Operations management
- Crisis management
- Reporting expertise
Certification
- Six Sigma Certification
Languages
Chinese (Mandarin)
Intermediate (B1)
Timeline
Senior Director for Global Service Delivery
Callmax SOlutions
04.2019 - Current
Operations Manager
Spiralytics
05.2016 - 09.2018
Business Operations Consultant
Altisource
11.2015 - 04.2016
Organizational Excellence Manager
Sutherland Global Service
04.2015 - 09.2015
Bachelor of Science - Marketing Management
De La Salle University- Dasmarinas
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