Mary Angely De Jesus
Quezon City, Metro Manila
Summary
Experienced and Service Oriented Site Director with a proven track record in operational leadership, management and strategic planning. Successfully implemented processes and performance improvements through effective problem-solving and strong leadership skills, achieving significant revenue growth. Launched multiple programs and initiated growth with her skills in seamless operations monitoring and team development, fostering a culture of excellence and collaboration among staff. Forward - thinking leader with excellent communication and planning abilities. Ready to apply 17 years experience in BPO Industry to challenging new role with long term potential.
Overview
18
18
years of professional experience
Work History
Site Director
VXI Global Holdings
12.2017 - Current
- Maintained compliance with regulatory requirements while continuously seeking opportunities for process improvement based on best practices.
- Managed a team of professionals, ensuring high-quality performance and adherence to company standards.
- Provided leadership and guidance to staff through ongoing training initiatives, boosting employee retention rates.
- Cultivated a culture of excellence by setting clear expectations for team members while providing support for their professional development goals.
- Developed strategic plans for site growth, resulting in increased revenue and profitability.
- Successfully managed several projects from inception through completion demonstrating strong project management skills.
- Collaborated with cross-functional teams to achieve project milestones on time and within budget constraints.
- Established strong relationships with clients, fostering long-term partnerships and repeat business.
- Improved customer satisfaction ratings by addressing concerns promptly and implementing feedback-driven improvements.
- Performed continuous evaluations of [Area] successes and failures, and implemented improvement plans.
- Collaborated with management and fellow supervisors to organize operations and achieve demanding schedule targets.
- Enhanced operational efficiency by streamlining processes and implementing cost-effective solutions.
- Optimized resource allocation, reducing costs and improving overall site productivity.
Service Delivery Manager
TeleTech Holdings
02.2008 - 02.2017
- Improved service quality, addressing client concerns promptly and professionally.
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Established a culture of continuous improvement, encouraging team members to share ideas for process enhancements.
- Enhanced service delivery by developing and implementing efficient processes.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Streamlined operations for improved customer satisfaction and retention rates.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
- Served as primary interface for onboarding new personnel, providing educational resources on service delivery policies and establishing scheduling calendars.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Developed training programs to enhance employee skills and boost overall productivity levels.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
- Coordinated new hire recruitment, training and development.
- Attended staff and client meetings and served as POC to manage operations for account.
- Coordinated and led internal and external site team meetings.
- Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
- Contributed to internal and external account reviews.
CSR, Sales
Epixtar
02.2007 - 02.2008
- Built strong relationships with clients, leading to repeat business and referrals.
- Managed a high volume of inbound calls while maintaining a professional demeanor under pressure.
- Educated customers on product features, benefits, pricing options, warranties, promotions, financing structures available during purchase decision-making process.
- Developed an in-depth understanding of product offerings to better assist customers with their purchasing decisions.
Education
Bachelor of Science - Psychology
Our Lady of Fatima University
Quezon City, Metro Manila, PhilippinesSkills
- Operational management, leadership and planning
- Program management and Staff Development
- Hiring practices and Compliance Monitoring
- Performance improvements and Policy development
- Strategic planning and Problem Solving Skills
- Negotiation and Project Oversight
- Teamwork and collaboration
- Strong Client Relationship
- Time management and Multitasking Abilities
- Reliability andCritical thinking
- Excellent and effective communication
- Decision-making, Analytical thinking, Conflict Resolution
- Recruitment and hiring and Employee performance evaluations
Accomplishments
- Achieved [2,500 HC growth] by reinforcing the Culture of Coaching Effectiveness and Compliance across all functional groups.
- Documented and resolved Regrettable Attrition Issues which led to Performance Improvement and Employee Retention.
Timeline
Site Director
VXI Global Holdings
12.2017 - Current
Service Delivery Manager
TeleTech Holdings
02.2008 - 02.2017
CSR, Sales
Epixtar
02.2007 - 02.2008
Bachelor of Science - Psychology
Our Lady of Fatima University
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