MARY LOUISE GRACE SALVADOR
Karangalan Village Pasig City,Philippines
Summary
Operations manager with a background in process improvement, team leadership, and workforce planning across fast-paced service environments. Known for improving workflows, supporting hiring and onboarding, managing FTE alignment, and serving as a primary client contact to maintain service quality and business goals.
Overview
14
14
years of professional experience
Work History
Operations Manager/Shift Manager
KnackRCM
11.2024 - Current
- Optimised processes and managed resources to align with business goals.
- Implemented strategies to enhance quality assurance and minimise operational costs.
- Coordinated cross-functional teams to streamline workflows and increase productivity.
- Managed and maintained FTE alignment based on client billing and operational requirements.
- Collaborated with quality teams to maintain service standards and compliance.
- Partnered with recruitment to support hiring, onboarding, and staffing needs.
- Acted as primary client contact, handling daily communications and performance updates.
Operations Manager
VXI Global
03.2022 - 08.2024
- Championed process optimization and cost-reduction programs, enhancing quality and productivity across operations.
- Provided strategic leadership for operational planning and resource allocation, ensuring effective performance management across multiple business functions.
Operations Supervisor
VXI Global
02.2020 - 03.2022
- Managed daily operations across multiple lines of business to ensure seamless service delivery.
- Coached agents to enhance performance and streamline processes.
- Handled escalations while fostering strong client relationships to maintain satisfaction.
CSR & Advanced Tech Support Supervisor
Teleperformance
05.2015 - 11.2020
- Resolved customer issues, achieving high satisfaction levels through effective communication and problem-solving.
- Trained and cross-skilled agents, enhancing service quality and responsiveness to customer needs.
- Led technical support operations for mobile services, ensuring efficient resolution of technical issues.
Order Entry Supervisor
Teleperformance
11.2013 - 05.2015
- Tracked and reported performance metrics, leading to continuous process improvements.
- Implemented recovery strategies, aligning team efforts to achieve goals and enhance task quality.
- Monitored queues, ensuring accuracy and timeliness to meet service level targets.
Technical Support Representative
TechMahindra
05.2012 - 05.2013
- Achieved high customer satisfaction by employing effective communication and problem-solving techniques.
- Provided end-to-end support with follow-ups to ensure full resolution.
- Resolved inbound technical inquiries, ensuring accurate solutions and timely responses.
Education
College Level - MassCommunication major in Broadcasting
CEU Manila
01-2003
Secondary Level -
Cainta Catholic College
01-2002
Primary Level -
Cainta Catholic College
01-1998
Skills
- Operations Management
- Performance Management
- Process Improvement
- Data Analysis & Reporting
- FTE management
- Client Relationship Management
- Team Leadership & Coaching
REFERENCES
- Murphy, Lampa, Operations Manager, 09624711060
- Joewana, Gepulle, Supervisor, 09927948861
Timeline
Operations Manager/Shift Manager
KnackRCM
11.2024 - Current
Operations Manager
VXI Global
03.2022 - 08.2024
Operations Supervisor
VXI Global
02.2020 - 03.2022
CSR & Advanced Tech Support Supervisor
Teleperformance
05.2015 - 11.2020
Order Entry Supervisor
Teleperformance
11.2013 - 05.2015
Technical Support Representative
TechMahindra
05.2012 - 05.2013
College Level - MassCommunication major in Broadcasting
CEU Manila
Secondary Level -
Cainta Catholic College
Primary Level -
Cainta Catholic College