Michael Doromal
BPO & Virtual Staffing Expert | Operations Director | Driving Operational Excellence & Customer Success.
Bacolod City
Summary
Skills in standard principles of accounting, such as the GAAP, International Financial Reporting Standards or pro forma accounting, ensure a minimum level of consistency when preparing financial statements. These standards include a common set of principles and procedures for accountants to follow in preparing financial statements. This skill is important to maintain consistency in recording and reporting your organization’ s finances as well as maintaining consistency for investors comparing your organization’s financial statements with those of other companies.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
Work History
Operations Director
Dorset Tech Ltd
09.2024 - Current
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Improved company revenue by collaborating with marketing, sales and service departments.
- Reviewed financial and operational reports on regular basis to make effective decisions.
- Built strong relationships with stakeholders at all organizational levels, fostering collaboration between departments for optimal results.
- HR and People Management
- Recruitment and Onboarding
- Day to Day Operations
- Designed training programs for employees that resulted in increased skills proficiency and higher workplace morale.
- Recruited and hired top talent by selecting qualified individuals to maximize profitability.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Mentored and supervised diverse workforce, managing scheduling, supervision and performance management.
- Led cross-functional teams to successfully execute complex projects on time and within budget constraints.
Operations Supervisor
Wing Assistant
3 2024 - 09.2024
- Monitor and manage key performance indicators across various functions
- Ensure compliance with operational policies and procedures
- Track and analyze data to identify areas for improvement
- Collaborate with team members to streamline workflow and enhance productivity
- Manage and coordinate administrative tasks to team captains
- Support, motivate, evaluate, develop, and coach their Virtual Assistants to continually meet and exceed their individual / team targets
- Completes regular monitoring's of their teams handled contacts and provide appropriate feedback, coaching and education to ensure Virtual Assistants meet the minimum client requirements
- Foster a collaborative and positive work environment within the operations team
- Communicate effectively with team members, addressing concerns and providing guidance
- Foster innovation within the team to drive continuous improvement
- Facilitate cross-training initiatives to enhance team versatility and skills
- Supervise and train new employees
Business Development Officer
HireAway
01.2024 - 04.2024
- Build strong relationships with prospect clients, outside business contacts, and company stakeholders
- Review and communicate proposals and pricing structure to clients and stakeholders
- Negotiate timelines and budgets
- Collaborate with colleagues and peers on the sales, marketing, and product development teams to improve overall customer experience and satisfaction
- Promoting the company's existing brands and introducing HireAway solutions to prospect clients
- Recruiting, training, scheduling, coaching, and managing marketing and sales teams to meet sales and marketing objectives
- Maintaining relationships with important clients by making regular touch base, understanding their needs, and anticipating new marketing opportunities
- Created Business Proposals, Sales Pitch Deck, Sales Process, and Sales Program for our sales team
Site Director of Operations
FGC
08.2022 - 12.2023
- Developed sound recommendations for site enhancements
- Built and maintained strong relationships with internal and external partners
- Conducted daily site audits to identify successes and failures and formulate improvement plans
- Delivered feedback and improvement recommendations to enhance guest experiences
- Interacted well with clients to build connections and nurture relationships
- Leveraged analytics to make data-driven and informed decisions about site operations
- Trained new employees on proper protocols and customer service standards
- Trained and guided team members to maintain high productivity and performance metrics
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Assisted in recruiting, hiring and training of team members
- Scheduled employees for shifts, taking into account customer traffic and employee strengths
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
- Reported issues to higher management with great detail
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Implemented business strategies, increasing revenue and effectively targeting new markets
- Mitigated business risks by working closely with staff members and assessing performance
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports
- Developed strategic online and offline partnerships to support fulfillment and direct sales programs
- Resolved customer disputes courteously to enhance customer satisfaction
- Monitored and evaluated sales performance to make informed decisions and improve results
- Processed and tracked orders and shipments to verify accurate and on-time delivery of products
- Developed strong rapport with customers and created positive impression of business
Sales Development Representative
Ready Set Connect
09.2023 - 10.2023
- Company Overview: California, USA
- Established relationships with prospects and customers to promote product understanding and drive sales growth
- Developed and maintained positive relationships with key decision-makers and influencers
- Utilized Ready Set Connect to manage sensitive client information and update existing and new client profiles
- Developed successful strategies for identifying and converting prospective clients to long-term customers
- Conducted market research to identify potential opportunities and understand customer needs
- Identified new business opportunities through cold calling, networking, marketing and prospective database leads
- Attended monthly sales meetings and quarterly sales trainings
- Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas
- Kept detailed records of daily activities through online customer database
- California, USA
Business Development Associate
FacilityBot
01.2023 - 10.2023
- Company Overview: Singapore
- Engaged with customers to build business relationships through LinkedIn
- Communicated with local organizations to build networks and develop leads
- Developed business pipeline using cold and warm techniques
- Boosted revenue by bringing in and cementing relationships with new clients and optimizing servicing of existing customer accounts
- Developed knowledge of company products and services to make suggestions according to customer needs
- Used SalesForce to handle current portfolio and prospective leads
- Singapore
Lead Generation Specialist
Corscica Corporation
12.2022 - 10.2023
- Company Overview: United Kingdom
- Built prospect lists of potential new customers through research and identification of business opportunities
- Generating leads through LinkedIn
- Initiated contact with prospects and conducted follow-up calls to garner information and qualify leads
- Entered data into Google Spreadsheet and Salesforce, ensuring accuracy and uniformity
- Cold called perspective customers to determine product or service needs, ascertain timelines and identify decision-makers
- Pitched products and services to potential customers, securing new deals and sales opportunities
- Generated leads and established relationships with potential customers through outbound telephone calls
- United Kingdom
Senior Operations Manager
FGC
09.2021 - 12.2022
- Developed systems and procedures to improve operational quality and team efficiency
- Oversaw workforce management planning, volume predictions and capacity planning
- Provided leadership for continual management and employee training initiatives
- Managed employee-related issues encompassing labor, turnover and diversity
- Allocated resources to planned programs according to business objectives
- Prepared documents for internal and external audits
- Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches
- Oversaw staff performance review assessments
- Trained and guided team members to maintain high productivity and performance metrics
- Reported issues to higher management with great detail
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization
- Worked with Healthcare, Logistics Company, HR and Recruiting, Medical Billing, Customer Service, Intake Healthcare Specialist, Retrievers, IT, Bookkeepers and Accountants
Operations Manager
FGC
02.2018 - 08.2021
- Supervised operations staff and kept employees compliant with company policies and procedures
- Developed systems and procedures to improve operational quality and team efficiency
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Analyzed and reported on key performance metrics to senior management
- Developed and implemented strategies to maximize client satisfaction
- Identified and resolved unauthorized, unsafe, or ineffective practices
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Directed initiatives to improve work environment, company culture or overall business strategy
- Trained new employees on proper protocols and customer service standards
- Trained and guided team members to maintain high productivity and performance metrics
- Assisted in recruiting, hiring and training of team members
Operations Supervisor
FGC
04.2015 - 01.2018
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
- Motivated and trained employees to maximize team productivity
- Managed internal operational standards and productivity targets
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
- Compiled training materials for new employees and tracked skill development
- Encouraged and promoted ideas aligned to business needs and benefits
- Analyzed department metrics and performance and reported findings to management
- Tracked company equipment, tools and technology to manage inventory
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
- Conducted root cause analysis in deficient areas to identify and resolve issues
- Assisted customers with questions and problems to build brand loyalty and cultivate lasting business relationships
- Collected customer feedback and made business adjustments to improve retention and satisfaction
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
- Resolved issues through active listening and open-ended questioning, escalating major problems to manager
- Kept high average of performance evaluations
- Built highly-efficient administrative team through ongoing coaching and professional development opportunities
Operations Supervisor
Teleperformance Philippines
12.2012 - 04.2015
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
- Motivated and trained employees to maximize team productivity
- Managed internal operational standards and productivity targets
- Enforced regulatory and company policy compliance to improve workplace and employee safety and readiness
- Compiled training materials for new employees and tracked skill development
- Encouraged and promoted ideas aligned to business needs and benefits
- Analyzed department metrics and performance and reported findings to management
- Tracked company equipment, tools and technology to manage inventory
- Enhanced operational performance and reduced labor expenses by developing and optimizing standard practices
- Conducted root cause analysis in deficient areas to identify and resolve issues
Customer Service Representative
Teleperformance Philippines
12.2010 - 12.2011
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Investigated and resolved customer inquiries and complaints quickly
- Promptly responded to inquiries and requests from prospective customers
- Educated customers about billing, payment processing and support policies and procedures
- Met customer call guidelines for service levels, handle time and productivity
Executive Assistant
Congressman Golez
04.2010 - 12.2010
- Handled confidential and sensitive information with discretion and tact
- Managed executive calendars, scheduling meetings and appointments and coordinating travel arrangements to optimize time
- Organized and coordinated conferences and monthly meetings
- Processed travel expenses and reimbursements for executive team and senior management group
- Facilitated training and onboarding for incoming office staff
- Managed mail and both incoming and outgoing correspondence, mail, email and faxes
- Handled logistics, catering, agendas and travel arrangements for meeting and event planning for board of directors, president and executive vice president
- Coordinated events and worked on ad hoc projects
- Greeted arriving visitors, determined nature and purpose of visit and directed individuals to appropriate destinations
- Wrote reports, executive summaries and newsletters
Customer Service Representative
Transcom Philippines
07.2009 - 04.2010
- Handled customer inquiries and suggestions courteously and professionally
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor
- Answered constant flow of customer calls with minimal wait times
- Answered customer telephone calls promptly to avoid on-hold wait times
- Updated account information to maintain customer records
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Responded to customer requests for products, services, and company information
- Participated in team meetings and training sessions to stay informed about product updates and changes
Technical Support Representative
Teletech Philippines
01.2007 - 06.2008
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Documented support interactions for future reference
- Used ticketing systems to manage and process support actions and requests
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Configured hardware and granted system permissions to new employees
- Responded to customer inquiries and provided technical assistance over phone and in person
Education
Bachelor's of Science - Accountancy
ABE International Business College
06.2002 - 04.2006
Skills
Client Relationship Management
Customer Service and Assistance
Contract Negotiation and Closing Tactics
Project Management
Lead Generation
Critical Thinking
Multitasking Abilities
Conflict Resolution
Coaching and Mentoring
Leadership training
Strategic planning and execution
Operational Efficiency
Multitasking
Time management abilities
Recruitment
Performance Management
Accomplishments
- Top Operations Manager, FGC+, 2018 - 2020
- CEO Award, FGC+, 2021
- Green Nurturer, FGC+, 2022
Timeline
Operations Director
Dorset Tech Ltd
09.2024 - Current
Business Development Officer
HireAway
01.2024 - 04.2024
Sales Development Representative
Ready Set Connect
09.2023 - 10.2023
Business Development Associate
FacilityBot
01.2023 - 10.2023
Lead Generation Specialist
Corscica Corporation
12.2022 - 10.2023
Site Director of Operations
FGC
08.2022 - 12.2023
Senior Operations Manager
FGC
09.2021 - 12.2022
Operations Manager
FGC
02.2018 - 08.2021
Operations Supervisor
FGC
04.2015 - 01.2018
Operations Supervisor
Teleperformance Philippines
12.2012 - 04.2015
Customer Service Representative
Teleperformance Philippines
12.2010 - 12.2011
Executive Assistant
Congressman Golez
04.2010 - 12.2010
Customer Service Representative
Transcom Philippines
07.2009 - 04.2010
Technical Support Representative
Teletech Philippines
01.2007 - 06.2008
Bachelor's of Science - Accountancy
ABE International Business College
06.2002 - 04.2006
Operations Supervisor
Wing Assistant
3 2024 - 09.2024
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