Mondaycom
Pamela Ann Onanad
Bacoor, Province of Cavite
Summary
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
17
17
years of professional experience
Work History
Operations Manager
DEDICATED VIRTUAL SOLUTIONS
California
08.2023 - 07.2024
- Managed the day-to-day operations of the whole business, created and implemented plans to improve efficiency, consistency, and effectiveness, analyzed existing processes and identified areas for improvement to streamline operations, managed and led a team of employees including hiring, training & evaluating performance, managed relationships with clients to ensure timely completion of deliverables, managed projects to ensure productivity and quality standards, allocated resources & assigned tasks to team members based on project needs, developed strategies to increase revenue and profitability, created daily, weekly, and monthly reliability report to monitor employee satisfaction & engagement, conducted weekly tracking & check-in on company websites, conducted weekly email campaign and social media posting analytics
Purchasing Associate
AMALTHEA INC.
09.2023 - 06.2024
- Acquired tickets listed on different platforms such as Ticketmaster, Etix, AXS, etc., found presale event details from Shows On Sale, modified ticket details and adjusted prices in 1Ticket and TN Portal, updated prices of all unsold inventory weekly to ensure market competitiveness, utilized idle times to analyze and buy in popular and less crowded markets
General Virtual Assistant
THINK INNOVATIONS LTD.
04.2019 - 05.2023
- Provided email support to UK customers, raised and managed courier claims due to damage, loss, or dispute, managed product listings that need update and completion, updated documents and submitted completed forms for payment processing, manually completed eBay, Amazon, ManoMano, and Imex orders, created weekly, week-on-week, and monthly Courier Claims Analysis, performed other duties and responsibilities as assigned
English Online Tutor
BIZMATES PHILS. INC.
03.2019 - 04.2020
- Tutored assigned students as scheduled, prepared lessons for each session, established a positive rapport with students that is conducive to learning, provided guidance and encouragement by maintaining a positive attitude
Operations Virtual Assistant
MY FREIGHT STAFF
07.2018 - 02.2019
- Worked with assigned client for Freight Forwarding, sent emails to prospecting clients and contacted them as necessary, updated carrier credit scores for business contact information, performed Load Call checks to ensure shipments are delivered on time and updated customers for any delays, updated documents and submitted completed forms for payment processing, processed invoices and proof of deliveries from carriers including renaming as needed
Operations Manager
TELETECH HOLDINGS, INC.
08.2023 - 07.2024
- Managed the day-to-day operations of the whole business, created and implemented plans to improve efficiency, consistency, and effectiveness, analyzed existing processes and identified areas for improvement to streamline operations, managed and led a team of employees including hiring, training & evaluating performance, managed relationships with clients to ensure timely completion of deliverables, managed projects to ensure productivity and quality standards, allocated resources & assigned tasks to team members based on project needs, developed strategies to increase revenue and profitability, created daily, weekly, and monthly reliability report to monitor employee satisfaction & engagement, conducted weekly tracking & check-in on company websites, conducted weekly email campaign and social media posting analytics
Operations Manager
TELETECH HOLDINGS, INC.
07.2017 - 06.2018
- Worked with Human Resources staff to recruit, interview, select, hire and employ an appropriate number of employees, provided oversight and direction to the employees in the operating unit in accordance with the organization's policies and procedures, coached, mentored, and developed staff, including overseeing new employee onboarding and providing career development planning and opportunities, empowered employees to take responsibility for their jobs and goals, delegated responsibility and expected accountability and regular feedback, consciously created a workplace culture that is consistent with the overall organization's and that emphasizes the identified mission, vision, guiding principles, and values of the organization, led employees using a performance management and development process that provides an overall context and framework to encourage employee contribution and includes goal setting, feedback, and performance development planning, planned and implemented systems that perform the work and fulfill the mission and the goals of the LOB efficiently and effectively, managed the preparation and maintenance of reports necessary to carry out the functions of the department, prepared periodic reports for management, as necessary or requested, to track strategic goal accomplishment, performed other duties and responsibilities as assigned
Sales Operations Manager
TELETECH HOLDINGS, INC.
03.2016 - 06.2017
- Aided in supervising Team Leads focusing on sales aspect, developed and designed program development focusing on sales, evaluated and administered alternative sales methods, directly worked with management team to plan and execute on development, prepared and analyzed sales pipeline reports and dashboards, provided structure, support, and accountability for the sales program, directly reported and communicated to clients, contributed to team effort by accomplishing related results as needed, provided information by collecting, analyzing, and summarizing data and trends, achieved marketing and sales operational objectives by contributing marketing and sales information and recommendations to strategic plans and reviews, preparing and completing action plans, implementing production, productivity, quality, and customer-service standards, resolving problems, completing audits, identifying trends, determining system improvements, implementing change
SME Lead - Assistant to Operations Manager (Digital SMEs)
TELETECH HOLDINGS, INC.
06.2015 - 02.2016
- Led the SME launch as part of the Telstra Operating Model (TOM), participated in process improvement for all LOBs, awarded as Digital Hero during August 2015 Leadership Session, responsible for the supervision of a minimum of fifteen (15) SMEs within the Digital LOB, responsible for coordinating with the team leads from different functions within Telstra Digital in presenting performance updates, supervised consultants in accordance with company policies and procedures, coached and provided development advice to team members, participated in the weekly Operations team meetings to review previous week's performance, identified drivers for high and low performance, collaborated with other Team Leads and Managers to establish action plans to address low performance and maintain or innovate in-place action plan, participated in Employee Rewards and Recognition Program, aided managers in daily tasks as needed
Operations Supervisor - Order Support Live Chat & Billing
TELETECH HOLDINGS, INC.
01.2013 - 06.2015
- Led the team launch for OS, achieved consistent top team for NPS and Resolution for 6 months, participated in process improvement, awarded as Top Team Lead for OSLC, achieved the highest NPS of 37.18 and 80.84% Resolution in April 2014 for OSLC, responsible for the supervision of a minimum of fifteen (15) agents within the customer service department, responsible for coordinating with the team leads from other functions within Telstra Digital in presenting their function's Risk List to their respective Operations Manager, supervised consultants in accordance with company policies and procedures, coached and provided development advice to team members, participated in the weekly Operations team meetings to review previous week's performance, identified drivers for high and low performance, collaborated with other Team Leads and manager to establish action plans to address low performance and maintain or innovate in-place action plan, participated in Employee Rewards and Recognition Program
Operations Team Lead - My Account Email & FOH/Telstra Email/Prepaid Email/TSO FOH
TELETECH HOLDINGS, INC.
06.2011 - 12.2012
- Led the pioneer team for Prepaid Email in Bacoor DC, minimized backlogs of around 2,000 queues in the first month and improved team's productivity, streamlined Prepaid Email processes and improvement, handled 3 Email functions at the same time, awarded as Most Improved Team for Telstra Email in 2013, responsible for the supervision of a minimum of fifteen (15) people within the customer service department, assigned to handle new hires for TMail Support, supervised consultants in accordance with company policies and procedures, coached and provided development advice to team members, coordinated with Workforce Team in managing email queue, staffing analysis, and overtime requirements, tasked to prepare daily volume and productivity report and attend volume call with clients (TMail Support), tasked to attend daily call with Workforce Team (TMail Support), worked with external offshore and onshore specialists and Support Team for My Account, prepared and attended monthly business reviews with Management Team and clients, participated in the weekly Operations team meetings to review previous week's performance, identified drivers for high and low performance, collaborated with other Team Leads and manager to establish action plans to address low performance and maintain or innovate in-place action plan, conducted new hire orientation - tasked to present operations policies, processes, KPIs, client and company expectations, participated in Employee Rewards and Recognition Program
Consultant/Subject Matter Expert
TELETECH HOLDINGS, INC.
05.2010 - 06.2011
- Part of the pioneer TOCCS Email team launched in Bacoor DC as call back agent handling complex enquiries including complaints, depleted backlogs of more than 4,000, managed email dashboard, forecasted email allocation to achieve passing SLA and reduce backlogs, allocated emails to TMail Support consultants, monitored the daily incoming volume, established strategies on reducing backlogs and maintain a passing SLA, achieved team CTS of 82%, assisted consultants to resolve complex customer enquiries and complaints, created innovations and assisted in improving workflows and processes, served as the team Point of Contact (POC), responsible for leading and managing the daily activities of the team, performed administrative tasks as assigned, conducted calibration session with other SMEs, Team Leads, and consultants, raised technical issues for the whole function (ITAM)
Consultant/Subject Matter Expert (SME) - TOCSS Email
TELETECH HOLDINGS, INC.
05.2010 - 06.2011
- Part of the pioneer TOCCS Email team launched in Bacoor DC as call back agent handling complex enquiries including complaints, depleted backlogs of more than 4,000, managed email dashboard, forecasted email allocation to achieve passing SLA and reduce backlogs, tasked to allocate emails to TMail Support consultants, monitored the daily incoming volume, established strategies on reducing backlogs and maintain a passing SLA, consistently developed gatekeeping strategy and management, achieved team CTS of 82%, assisted consultants to resolve complex customer enquiries and complaints, created innovations and assisted in improving workflows and processes, served as the team Point of Contact (POC), responsible for leading and managing the daily activities of the team, performed administrative tasks as assigned, conducted calibration session with other SMEs, Team Leads, and consultants, tasked to raise technical issues for the whole function (ITAM)
Financial Service Representative
JP MORGAN CHASE BANK N.A.
07.2008 - 05.2009
- Catered to Inbound Calls for Chase Auto Finance, coordinated with Dealers for car financing, handled enquiries, billing issues, and complaints
English Online Tutor
JIN SUNG LOCAL MANPOWER CORP./ DUZON E & H
07.2007 - 06.2008
- Tutored assigned students as scheduled, prepared lessons for each session, established a positive rapport with students that is conducive to learning, provided guidance and encouragement by maintaining a positive attitude
Customer Service Representative
JIN SUNG LOCAL MANPOWER CORP./ DUZON E & H
07.2007 - 06.2008
- Tutored assigned students as scheduled, prepared lessons for each session, established a positive rapport with students that is conducive to learning, provided guidance and encouragement by maintaining a positive attitude
Customer Service Associate
HDPP ELECTRONICS DATA PROCESSING INC.
04.2007 - 09.2007
- Promoted alternative products within the range specified in the standard screens, accepted inbound calls for International Accounts, handled enquiries, billing issues, and complaints, underwent training for Accent Modification and Upselling Strategies
Customer Service Representative
QINTERACTION PHILS, INC.
7 2003 - 2 2007
- Generated sales thru outbound calls, confirmed products being ordered or services being offered, promoted alternative products, handled inbound calls for Local and International Accounts, underwent Sales and Customer Service Training for client specific consumer products, underwent training for Accent Modification, Enthusiasm and Delivery, plus Selling and Marketing Strategy
Education
Bachelor of Science - Marketing Management And Research
St. Paul College of Manila
05.2001 -
Skills
Leadership
Customer Service
Strategic Planning
Problem Solving
Complaint resolution
Operations Monitoring
Data Analysis
Operational Efficiency
Policies and procedures implementation
Toolsused
- Monday.com
- Slack
- Redfin
- DocuSign
- Microsoft
- Zendesk
- EDesk
- Mintsoft Applications (Word, Powerpoint, Excel)
- GFS portal
- XDP portal
- Netsuite
- SharePoint
- Microsoft Teams
- Webmail
- Avaya
- 1Ticket
- TN Portal
- Ticket Club
- Shows On Sale
- Analysis System
- Amazon
- Shopify
- Constant Contact
- Connecteam
- Hubspot
References
- Shirley Bocalan Moises, Previous Team Leader, Teletech Holdings, Inc., Pasay, Manila, Philippines, shirleybmoises@yahoo.com
- Ariel Zarate, Former Teletech Client, Telstra International, Pasay, Manila, Philippines, arieljfzarate@yahoo.com
- Charlotte Puren, Previous Team Leader, AGTC - Laura James (under Think Innovations LTD), Puren.charlotte@hotmail.fr
- Cristina Sandulescu, Previous Team Leader, AGTC - Laura James (under Think Innovations LTD), Crystina_sandulescu@yahoo.co.uk
Software
Slack
Redfin
DocuSign
Microsoft
Zendesk
EDesk
Mintsoft
GFS portal
XDP portal
Netsuite
SharePoint
Webmail
Amazon
Shopify
ManoMano
Constant Contact
Connecteam
1TIcket
TN Portal
Ticket Club
Shows on Sale
Analysis System
EBay
Timeline
Purchasing Associate
AMALTHEA INC.
09.2023 - 06.2024
Operations Manager
DEDICATED VIRTUAL SOLUTIONS
08.2023 - 07.2024
Operations Manager
TELETECH HOLDINGS, INC.
08.2023 - 07.2024
General Virtual Assistant
THINK INNOVATIONS LTD.
04.2019 - 05.2023
English Online Tutor
BIZMATES PHILS. INC.
03.2019 - 04.2020
Operations Virtual Assistant
MY FREIGHT STAFF
07.2018 - 02.2019
Operations Manager
TELETECH HOLDINGS, INC.
07.2017 - 06.2018
Sales Operations Manager
TELETECH HOLDINGS, INC.
03.2016 - 06.2017
SME Lead - Assistant to Operations Manager (Digital SMEs)
TELETECH HOLDINGS, INC.
06.2015 - 02.2016
Operations Supervisor - Order Support Live Chat & Billing
TELETECH HOLDINGS, INC.
01.2013 - 06.2015
Operations Team Lead - My Account Email & FOH/Telstra Email/Prepaid Email/TSO FOH
TELETECH HOLDINGS, INC.
06.2011 - 12.2012
Consultant/Subject Matter Expert
TELETECH HOLDINGS, INC.
05.2010 - 06.2011
Consultant/Subject Matter Expert (SME) - TOCSS Email
TELETECH HOLDINGS, INC.
05.2010 - 06.2011
Financial Service Representative
JP MORGAN CHASE BANK N.A.
07.2008 - 05.2009
English Online Tutor
JIN SUNG LOCAL MANPOWER CORP./ DUZON E & H
07.2007 - 06.2008
Customer Service Representative
JIN SUNG LOCAL MANPOWER CORP./ DUZON E & H
07.2007 - 06.2008
Customer Service Associate
HDPP ELECTRONICS DATA PROCESSING INC.
04.2007 - 09.2007
Bachelor of Science - Marketing Management And Research
St. Paul College of Manila
05.2001 -
Customer Service Representative
QINTERACTION PHILS, INC.
7 2003 - 2 2007
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