MARY GRACE PUNU
Assistant Manager
CITY OF LAS PIÑAS
Summary
Multi-tasking Leader well-known for executing successful initiatives. Creates dynamic and positive workplace culture to align with organizational mission and values. Trains new hires and mentors struggling workers to achieve overall team success. Assists senior managers with accomplishing demanding targets by encouraging staff and coordinating resources.
Overview
19
19
years of professional experience
Work History
Assistant Manager
Infosys BPM Philippines
12.2021 - Current
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Supervised a team of up to 20 Process Associates to confirm compliance with set procedures and quality requirements.
- Supported senior managers and department leaders by completing projects and problem resolution.
Operations Manager Intern (Community Manager)
Concentrix Philippines
08.2020 - 11.2021
- Worked under mentorship of senior managers to develop deep understanding of team processes and full operational activities.
- Oversaw performance, delivery, and growth of Team Leaders and up to 45 Customer Service Representatives
- Provided regular performance insights to both Senior Operations Managers, and onshore Performance Managers
Team Leader
Concentrix Philippines
10.2015 - 07.2020
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Responsible for the performance and growth of 20 inbound customer service representatives
- Submitted weekly reports and was directly accountable to the Operations Manager in ensuring the team's performance
Technical Support Agent
Concentrix Philippines
03.2014 - 10.2015
- Resolve up to 50 technical support inquiries per day.
Phone Banker
Genpact Philippines
02.2009 - 03.2012
- Completed transactions for customers and capitalized on opportunities to cross-sell products and services.
Team Leader
E-PLDT Ventus
06.2005 - 12.2009
- Supervised and coached group of 12-14 inbound customer service representatives
- Coordinated with different Resources Units for planning experts' developmental needs
Education
Bachelor of Arts - Economics
University of Santo Tomas
Manila 04.2001 -
Skills
Employee Performance Management and Evaluation
Operations Management
Project Management Abilities
Recruiting and Interviewing
Complex Problem-Solving
Customer Relationship Management (CRM)
Character References
Tere Garcia
Senior Operations Manager Iqor Philippines
09178702301
Roel Perez
Operations Manager, ADP Philippines
09165251227
Timeline
Assistant Manager
Infosys BPM Philippines
12.2021 - Current
Operations Manager Intern (Community Manager)
Concentrix Philippines
08.2020 - 11.2021
Team Leader
Concentrix Philippines
10.2015 - 07.2020
Technical Support Agent
Concentrix Philippines
03.2014 - 10.2015
Phone Banker
Genpact Philippines
02.2009 - 03.2012
Team Leader
E-PLDT Ventus
06.2005 - 12.2009
Bachelor of Arts - Economics
University of Santo Tomas
04.2001 -
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