Mary Grace Macalinao
Operations Manager
Mandaluyong
Summary
Astute Business Operations Manager focused on supporting cross-functional teams to increase customer satisfaction through process improvements. Respectful and respected professional with exceptional knowledge of developing strategic plans for service excellence.
Overview
14
14
years of professional experience
5
5
years of post-secondary education
2
2
Certifications
Work History
Director of Operations
UNITUM Holdings
01.2023 - 07.2023
- Optimized operations through automation and process improvement
- Managed corporate bookings, guest communication, and property onboarding/ offboarding
- Led hiring, training, and mentoring of staff
- Executed digital marketing strategies and managed social media channels.
- Defined, implemented, and revised operational policies and guidelines.
- Analyzed customer feedback and identified areas for improvement to drive business success.
- Negotiated with vendors, suppliers and other stakeholders to acquire mutually beneficial contracts and agreement.
- Analyzed business operations and implemented strategies to improve operational cohesiveness.
Business Operations Manager
Canon Business Service
Taguig
03.2020 - 11.2022
- Reviewed company's strategic plans and developed departmental goals and standards to support vision.
- Implemented escalation procedures to effectively handle time-sensitive issues.
- Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Oversaw Contracts and Order Management, collaborating with Sales and Supply Chain
- Managed VIP accounts and ensured high levels of customer satisfaction
- Oversaw capacity plan optimization and project management
Collections Operations Supervisor
Altair Global Solutions
Mandaluyong
07.2018 - 01.2020
- Managed a team and handled escalations
- Oversaw purchase and procurement activities
- Conducted final interviews for agents and SMEs
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices.
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Implemented project management techniques to overcome obstacles and increase team productivity.
Customer Service Supervisor
Teledirect Telecommerce Philippines
Mandaluyong
10.2016 - 06.2018
- Managed a team and handled escalations
- Conducted final interviews for agents and SMEs
- Represented the site in product development strategy discussions
- Coached team members to deliver hospitable, professional service while adhering to set service models.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Actively supported service associates by quickly responding to questions via phone and email and finding appropriate solutions to customer issues.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Led regular customer service meetings to review progress identify challenges and provide feedback.
Project Coach
AFNI Philippines
Quezon City
09.2015 - 03.2016
- Managed a team and handled escalations
- Coached on performance and conducted calibration sessions
- Produced quality standards, checklists, report templates, and processes.
- Planned, executed, and controlled assigned projects, ensuring work performed complied with contractual requirements.
- Adjusted project plans to account for dynamic targets, staffing changes, and operational specifications.
Assistant Call Center Manager
Teleperformance
Makati
05.2009 - 05.2015
- Ensured call quality and focused on customer satisfaction as a VOC Guru
- Managed capacity planning and compliance for the entire cluster
- Mentored SMEs and Team Leaders, and directly managed their performance
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
- Oversaw employee performance to foster accurate prioritization and achievement of sales and productivity goals.
- Minimized workflow issues by cross-training staff on technical procedures, protocols and customer service practices.
- Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
Education
Bachelor of Science - Computer Science
AMA Computer College
05.2007 - 10.2010
Bachelor of Science - Computer Science
Technological University of The Philippines
06.2005 - 03.2007
Skills
Team Management
Rewards and Recognition
Financial Management
Digital MarketingContracts and Order ManagementAccount ManagementProcess ImprovementCapacity PlanningCoaching and Mentoring
RecruitmentDocumentation
Product DevelopmentCertification
Google Certificate: Digital Marketing
Timeline
Google Certificate: Data Analytics
01-2023
Director of Operations
UNITUM Holdings
01.2023 - 07.2023
Google Certificate: Digital Marketing
12-2022
Business Operations Manager
Canon Business Service
03.2020 - 11.2022
Collections Operations Supervisor
Altair Global Solutions
07.2018 - 01.2020
Customer Service Supervisor
Teledirect Telecommerce Philippines
10.2016 - 06.2018
Project Coach
AFNI Philippines
09.2015 - 03.2016
Assistant Call Center Manager
Teleperformance
05.2009 - 05.2015
Bachelor of Science - Computer Science
AMA Computer College
05.2007 - 10.2010
Bachelor of Science - Computer Science
Technological University of The Philippines
06.2005 - 03.2007