Michael Lucero Plandez
Dasmarinas, Province Of Cavite
Summary
A self-starting operations professional offering mature and high-level experience in customer service, team and operations supervision. Determined to start a new career in the aviation industry with over 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Bringing solid understanding of human relations, excellent communication skills and the talent for spotting areas in need of improvement and implementing changes with strategic approach. A very reliable team player, well organized, attentive to detail and vigilant in achieving targets and impact objectives.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Freelancer
Buy & Sell
01.2016 - Current
- Managed multiple projects simultaneously while maintaining a high level of attention to detail and organization.
- Negotiated contracts with both clients and vendors effectively, ensuring mutually-beneficial terms were agreed upon.
- Enhanced client satisfaction by delivering high-quality work within deadlines.
- Analyzed user feedback to gather input and identify areas required for improvement.
Operations Team Manager
Cognizant Technology Solutions, Inc.
03.2015 - 09.2015
- Trained in the US headquarters to oversee California SHP Concurrrent Review Unit and Long-Term Care Unit
- Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
- Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
- Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
- Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.
Assistant Operations Manager
Genpact Services LLC
11.2011 - 02.2014
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
- Coordinated with other departments on joint projects, streamlining processes for maximum efficiency across all business units.
- Streamlined operational processes by implementing new strategies and procedures, resulting in increased efficiency.
- Assisted in budget development and monitoring, identifying opportunities for cost reduction where possible.
- Helped team members maintain business professionalism by coaching each on methods for delivering exceptional service to every customer.
Operations Supervisor
Cybernet SlashSupport Phils. Inc.
12.2010 - 04.2011
- Managed Key Performance Indicators including Customer Satisfaction, Quality and Average Handle Time, Inflow versus Closure, Backlog Percentage
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
Operations Supervisor
Advanced Contact Solutions, Inc.
03.2008 - 12.2010
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Acted as overall operations lead for the program while maintaining client relationships and meeting, if not exceeding, client expectations on Call Quality, Accuracy and Average Handle Time
- Collaborated with the VFS Global Manila and British Embassy, Manila to establish excellence in product knowledge updates to achieve 100% accuracy at all times
- Worked with the HR Department for the recruitment, engagement and retention of employees.
Team Manager
Advanced Contact Solutions, Inc.
04.2007 - 03.2008
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Improved overall team morale with effective motivational techniques like reward programs, recognition events, and transparent communication practices.
Resolution Specialist
Convergys Services
03.2006 - 04.2007
- Billing Specialist for Sprint together with Nextel Telecom Account and DirecTv Satellite Services Program
- Handled inquiries from customers related to billing, rate plans, features and services, network, coverage, handsets & devices, accessories, repair & troubleshooting, credits & adjustments, etc
- Assisted colleagues in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
Phonebanking Specialist
Bank of the Philippine Islands
09.2005 - 02.2006
- Specialist for all the bank's products and services like savings account, credit cards, auto and housing loans and the alternative channels of the bank like expressphonebanking, expressonline, etc
- Followed all company policies and procedures to deliver quality work.
- Improved customer satisfaction rates through proactive problem-solving and efficient complaint resolution.
Customer Service Representative
Sykes Asia, Inc.
12.2003 - 06.2005
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Sold additional services by recognizing opportunities to up-sell accounts; explaining new features
Education
Bachelor of Arts - Mass Communications - Major in Journalism
University of The Philippines – Baguio
Baguio City, Province Of Benguet, PhilippinesSkills
- Customer service
- Customer relationship management
- Customer retention
- Operational efficiency
- Team leadership
- Six sigma principles
- Lean methodology
- Process flows
- Policies and procedures implementation
- Employee relations and conflict resolution
- Staff management
- Training and mentoring
Certification
- Green Belt Six Sigma
- Lean Six Sigma
- ISO 9001
Singing, Cooking & Gardening
I used to join singing contest when I was young together with my brother who was a better singer. I still sing at home whenever I have time and on family occasions.
I love cooking home-made meals for my families for small occasions like Filipino cuisines on regular days like adobong batangas, bulalong batangas, sinigang na baboy, sinampalukang manok, lechon kawali, etc. I also make good pasta on special nights like bolognese and carbonara.
Like my late father, I have also a green thumb. I grew up in the province so I developed the love for plants. I like planting edible and ornamental plants alike on my free time.
Additional Information
They say life begins at 40. Here I am, a 43 year old man with skills and ambitions wanted to join your prestigious company. I believe that the combination of my degree in communications, trainings and extensive experience in the areas of customer service have equipped with so much wisdom and maturity to be the man I am today. I promise to dedicate my whole self to be an asset to your company in the future.
Thank you.
Timeline
Freelancer
Buy & Sell
01.2016 - Current
Operations Team Manager
Cognizant Technology Solutions, Inc.
03.2015 - 09.2015
Assistant Operations Manager
Genpact Services LLC
11.2011 - 02.2014
Operations Supervisor
Cybernet SlashSupport Phils. Inc.
12.2010 - 04.2011
Operations Supervisor
Advanced Contact Solutions, Inc.
03.2008 - 12.2010
Team Manager
Advanced Contact Solutions, Inc.
04.2007 - 03.2008
Resolution Specialist
Convergys Services
03.2006 - 04.2007
Phonebanking Specialist
Bank of the Philippine Islands
09.2005 - 02.2006
Customer Service Representative
Sykes Asia, Inc.
12.2003 - 06.2005
- Green Belt Six Sigma
- Lean Six Sigma
- ISO 9001
Bachelor of Arts - Mass Communications - Major in Journalism
University of The Philippines – Baguio
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