OLIVER SANTOS
Operations Supervisor
Capas, Tarlac
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
12
12
years of professional experience
5
5
years of post-secondary education
Work History
Operation Supervisor
Teleperformance Philippines
06.2020 - Current
- Set, enforced, and optimized internal policies to maintain responsiveness to demands.
- Motivated and trained employees to maximize team productivity
- 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
- Analyzed team metrics and performance and reported findings to management
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
Operations Coordinator
Majorel Philippines
06.2023 - 12.2023
- Performed statistical analyses to gather data for operational and forecast team needs.
- Evaluated upcoming program plans to forecast expected resource needs.
- Reviewed operations reports to understand numbers and trends.
- Provided direction and guidance to internal teams in order to achieve targets.
- Protected company assets from loss such as theft or damage by setting and enforcing effective security policies.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Collaborated with country managers to evaluate needs and optimize operational plans.
Workforce Real Time Analyst
Majorel Philippines
02.2017 - 06.2020
- Set and adjusted to schedules to maintain optimal coverage and service levels
- Worked with management to develop strategic and tactical plans to meet different requirements
- Managed real-time inbound call traffic across multiple contact center locations
- Performed ad hoc reporting and analysis to improve overall performance of call center and enable strong understanding of business
- Managed overtime, shift swaps, breaks and PTO requests
- Prepared and maintained reports, dashboards and monthly packages.
Customer Service Representative (Microsoft B2B)
Majorel Philippines
06.2015 - 02.2017
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Answered product and service questions, suggesting other offerings to attract potential customers
- Clarified customer issues and determined root cause of problems to resolve product or service complaints
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Facilitated inter-departmental communication to effectively provide customer support
- Delivered prompt service to prioritize customer needs.
Customer Service Representative (Norton AntiVirus)
Sutherland Global Services
05.2013 - 05.2015
- Remove viruses on customer computers.
- Analyze virus data collected on customer computer and provide feedback to back office team containing virus signatures and behaviors.
- Provide troubleshooting steps / instructions via phone, email, and, chat to customer in order for us to remotely controlled the computer.
- Provide tips to customer to avoid having the same virus again.
- Provide cleaning services to customer's computer to improve performance.
Education
Bachelor of Science - Information Technology
AMA Computer College
Tarlac, Tarlac 06.2009 - 03.2014
Skills
Timekeeping Abilities
Performance Appraisals
Call Volume Analysis
Quality Management
Employee Coaching
Analyzing patterns
Data Collection & Research
Staffing requirements
MS Office
Multitasking Abilities
Analytical and Critical Thinking
Data Entry
Coaching and mentoring
Relationship building
Delegation
Recruitment
Accounts handled
-Hotel Accommodation and Travel
-Car and Taxi Rental
-Tracking
-Sales (Insurance)
-Customer Service
-Technical Support
Accomplishments
Mr. Julius Salapari
Manager - Operations
+63 949 144 0244
Mr. Lorenzo Salvatierra
Regional Manager - Workforce Management
+63 917 847 1796
Mr. John Lester Cababaro
Supervisor - Workforce Management
+63 928 740 5253
Timeline
Operations Coordinator
Majorel Philippines
06.2023 - 12.2023
Operation Supervisor
Teleperformance Philippines
06.2020 - Current
Workforce Real Time Analyst
Majorel Philippines
02.2017 - 06.2020
Customer Service Representative (Microsoft B2B)
Majorel Philippines
06.2015 - 02.2017
Customer Service Representative (Norton AntiVirus)
Sutherland Global Services
05.2013 - 05.2015
Bachelor of Science - Information Technology
AMA Computer College
06.2009 - 03.2014
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