Michelle Tomoro Negre
Higher Performance Management Techniques, COPC Certified 2011; 19 Years BPO Operations Experience; Lead Generation, TeleAppointment-Setting Sales, Customer Service, Marketing, Verification Services; Business Development; Data Operations; Business Intelligence; Site Management
Central Luzon
Summary
Experienced Site Director and Operations Manager skilled in planning, organizing and implementing projects and activities. Dynamic and decisive with skill in managing both administrative and customer-facing areas with quality-driven and service-oriented mindset.
Overview
19
19
years of professional experience
4
4
years of post-secondary education
1
1
Certification
1
1
Language
Work History
Site Director, Workplace Services
Demand Science Team Philippines, Inc. - A Pure Incubation Company
12.2018 - Current
- Optimized resource allocation, reducing costs and improving overall site productivity.
- Maintained compliance with regulatory requirements while continuously seeking opportunities for process improvement based on best practices.
- Collaborated with cross-functional teams to achieve project milestones on time and within budget constraints.
- Oversaw financial management activities including budgeting, forecasting, and expense tracking to ensure fiscal responsibility.
- Developed strategic plans for site growth, resulting in increased revenue and profitability.
- Enhanced operational efficiency by streamlining processes and implementing cost-effective solutions.
- Successfully managed several projects from inception through completion demonstrating strong project management skills.
- Effectively communicated progress updates to stakeholders and senior management ensuring transparent and efficient operations.
- Implemented safety protocols, maintaining a secure work environment for staff and visitors alike.
- Cultivated a culture of excellence by setting clear expectations for team members while providing support for their professional development goals.
- Facilitated effective communication between internal and external stakeholders.
- Collaborated with management and leaders to organize operations and achieve demanding schedule targets.
Sales Development Manager
Demand Science Team Philippines, Inc. - A Pure Incubation Company
09.2017 - 12.2018
- Optimized sales funnel by analyzing key performance metrics and implementing data-driven adjustments.
- Aligned sales strategies with company objectives to drive overall business growth.
- Managed diverse portfolio of clients, ensuring consistent account growth and customer satisfaction.
- Navigated complex sales cycles skillfully, managing multiple stakeholders while maintaining focus on achieving desired outcomes efficiently.
- Developed high-performing team through targeted coaching, training, and performance evaluations.
- Streamlined sales processes for improved efficiency and faster deal closures.
- Formulated well-defined action plan to prioritize potential clients and achieve and exceed objectives.
Business Development Manager
iboss Asia
01.2016 - 06.2017
- Launched tele-appointment scheduling: Successfully led initiative to implement new tele-appointment system, improving efficiency and accessibility for patients
- Oversaw night shift operations: Managed diverse team across appointment setting, lead prospecting (state/local, K12, commercial), technical customer service, customer care, and account management, ensuring smooth nighttime operations
- Implemented business intelligence tools: Successfully deployed business intelligence solutions to enhance data analysis and decision-making across organization
- Streamlined processes and managed operations: Owned and optimized workflows for various functionalities, including internal recruitment through Recruiterbox, social media research, language translation services, and data research/list enrichment activities.
- Led cross-functional teams to successfully execute complex projects, ensuring timely delivery and client satisfaction.
- Streamlined internal processes by introducing innovative tools and technologies, enhancing overall operational efficiency.
- Collaborated closely with marketing teams to develop targeted campaigns that generated high-quality leads for sales pipeline.
Trainer - TeleAppointment
Profitmaster BPO, Inc.
12.2015 - 12.2015
- Reduced costs associated with external trainers by developing internal network of skilled facilitators who could lead programs as needed.
- Evaluated effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
- Coached employees on best practices, providing constructive feedback to support their professional growth.
- Improved employee performance by designing and implementing effective training programs.
Lead, Outbound Team
Beepo
08.2015 - 11.2015
- Optimized workflow by analyzing data trends and implementing strategic changes in operations when necessary.
- Oversaw daily operations, ensuring efficient resource allocation for optimal workflow management within the outbound team setting.
- Streamlined outbound processes for improved efficiency and reduced errors in customer orders.
- Enhanced team productivity by implementing effective communication strategies and time management techniques.
Supervisor
Teleperformance
03.2015 - 08.2015
- Conducted performance evaluations for staff members, identifying areas of improvement and guiding professional development plans.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Enhanced communication within the team by holding regular meetings and encouraging open dialogue among all members.
- Reduced employee turnover by fostering a positive work environment and providing ongoing feedback to staff members.
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
- Evaluated employee performance and coached and trained to improve weak areas.
Team Leader
Sargas Inc
05.2014 - 02.2015
- Established clear communication channels that ensured timely exchange of information between team members and stakeholders.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
Operations Team Lead
Aegis PeopleSupport Philippines Inc.
09.2010 - 09.2012
- Championed continuous improvement initiatives within the team, promoting a culture of innovation and excellence in operations management.
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion.
- Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication.
- Streamlined workflow processes, resulting in improved overall team efficiency and effectiveness.
- Conducted regular performance evaluations, providing constructive feedback to promote professional growth within the team.
- Led a team of professionals to achieve project goals on time and within budget constraints.
- Trained new employees on company policies, procedures, and best practices to facilitate their rapid integration into the team.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Implemented quality control measures to reduce errors and ensure consistent standards across all operations tasks.
Team Supervisor
ePLDT Ventus
05.2005 - 05.2009
- Developed strong relationships with clients by prioritizing their needs and addressing any issues promptly.
- Expanded client base through consistent networking efforts, cold-calling initiatives, and targeted marketing campaigns.
- Increased customer retention rates by fostering a supportive team environment focused on delivering exceptional service.
- Coordinated product training sessions to ensure all team members were well-versed in the features and benefits of each offering.
- Managed a high-performing sales team that consistently exceeded revenue targets through diligent prospecting efforts and excellent relationship-building skills.
Education
Bachelor's Degree, BS Commerce in Computer Science and Information Systems -
Centro Escolar University
Mendiola, Manila 01.1997 - 04.2001
Skills
Certification
Higher Performance Management Techniques
Current Job
Demand Science Team, Inc. - A Pure Incubation Company, Site Director, 12/2018, Present, 5 years 4 months, Central Luzon, Philippines
Timeline
Site Director, Workplace Services
Demand Science Team Philippines, Inc. - A Pure Incubation Company
12.2018 - Current
Sales Development Manager
Demand Science Team Philippines, Inc. - A Pure Incubation Company
09.2017 - 12.2018
Business Development Manager
iboss Asia
01.2016 - 06.2017
Trainer - TeleAppointment
Profitmaster BPO, Inc.
12.2015 - 12.2015
Lead, Outbound Team
Beepo
08.2015 - 11.2015
Supervisor
Teleperformance
03.2015 - 08.2015
Team Leader
Sargas Inc
05.2014 - 02.2015
Operations Team Lead
Aegis PeopleSupport Philippines Inc.
09.2010 - 09.2012
Team Supervisor
ePLDT Ventus
05.2005 - 05.2009
Bachelor's Degree, BS Commerce in Computer Science and Information Systems -
Centro Escolar University
01.1997 - 04.2001
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