Maybelene Velasco
Mandaluyong City
Summary
Self-motivated Operations Manager successful in collaborating with consultants, area leaders and employees to streamline and strengthen processes and control costs. Highly organized and detailed collaborator with solid record of accomplishment in meeting and exceeding business targets. In-depth knowledge of operational and budget management techniques.
Overview
21
21
years of professional experience
Work History
Operations Manager I
Concentrix
Makati
09.2020 - 10.2023
- 12 Team Leaders, with a total of 240 FTEs.
- Coaching, Triad.
- Need to make sure that we are able to hit our KPI target
- Monitored and improved efficiency of processes, team performance, and customer service.
- Directed operations staff by providing guidance, training, and support in order to meet company objectives.
Operations Manager
Transcosmos Asia Philippines
Pasig
08.2019 - 08.2020
- Assumed ownership of team productivity and managed workflow to meet or exceed quality service goals and VOC goals.
- Measure performance with key metrics such as Hold Time, AHT, QA score, VOC, and attendance.
- Monitored and improved efficiency of processes, team performance, and customer service.
Senior Team Leader
Sequential Technology
02.2015 - 09.2018
- Met all customer call guidelines including service levels, handle time and productivity
- Provided accurate, specific and timely performance feedback for CSR's
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals and VOC goals
- Measure performance with key metrics such as Hold Time, AHT, QA score, VOC and attendance
Business Development/Implementations Manager
Contexta Global
09.2013 - 01.2015
- Served as company representative at for potential clients to promote company objectives
- Locates and proposes to potential business deals by contacting potential partners; discovering and exploring opportunities
- Develops negotiating strategies and positions by studying integration of new venture with company strategies and operations; examining risks and potentials; estimating partners' needs and goals
- Measure performance with key metrics such as sales conversion, QA score, CSAT and attendance (setting of KPI prior to transitioning the account to operations)
Business Development/Project Manager
McKenzie Sutherland
11.2010 - 08.2013
- Served as company representative at for potential clients to promote company objectives
- Locates and proposes to potential business deals by contacting potential partners; discovering and exploring opportunities
- Assisting in the formulation of targets and goals for individuals and teams
- Strategically scheduled team members to maintain optimal staffing levels at all times
Senior Team Leader
Sitel Philippines
04.2008 - 10.2010
- Met all customer call guidelines including service levels, handle time and productivity
- Provided accurate, specific and timely performance feedback for TSRs
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
Product Trainer
Etelecare Global Services
02.2006 - 03.2008
- Trained newly hired agents of a VoIP provider in the US
- Select appropriate training methods or activities per class
- Assess instructional effectiveness and determine the impact of training on employee skills and KPIs
Technical Support Specialist
Sakes Asia
03.2003 - 01.2006
- Handled technical support for a postal meter company in the US
- Was trained with different LOB's of the account (dispatch, outbound meter reminder, email and chat support)
- Managed customer calls effectively and efficiently in a complex, fast-paced and challenging call center environment
HR/Recruitment Specialist
Emilio S Lim Appliances
01.2005 - 12.2005
- Organized company files and creating support system to decrease workload and increase productivity of account managers
- Administered compensation, benefits and performance management systems and safety and recreation programs
- Coordinated work activities of subordinates and staff relating to employment, compensation, labor relations and employee relations
Education
Bachelor of Sciece - Nursing
Unciano College
Skills
- Sales
- Team building and motivation
- Client management
- Problem solving
- Data analysis
- Customer Service
- Performance monitoring
- Business Planning
- Organizational Management
- Incidents management
- Performance reporting
- Data Analysis
- P&L Management
- Process Improvement
References
References available upon request.
Timeline
Operations Manager I
Concentrix
09.2020 - 10.2023
Operations Manager
Transcosmos Asia Philippines
08.2019 - 08.2020
Senior Team Leader
Sequential Technology
02.2015 - 09.2018
Business Development/Implementations Manager
Contexta Global
09.2013 - 01.2015
Business Development/Project Manager
McKenzie Sutherland
11.2010 - 08.2013
Senior Team Leader
Sitel Philippines
04.2008 - 10.2010
Product Trainer
Etelecare Global Services
02.2006 - 03.2008
HR/Recruitment Specialist
Emilio S Lim Appliances
01.2005 - 12.2005
Technical Support Specialist
Sakes Asia
03.2003 - 01.2006
Bachelor of Sciece - Nursing
Unciano College
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