Hi, I’m
Patrick N. Gonzales
Operations Executive
Cavite,CAV
Summary
Strategic operations leader with 15+ years of experience driving performance transformation in BPO, Telco, and SaaS industries. Proven ability to turn underperforming clusters into top performers, lead global teams, and deliver measurable improvements in customer experience, sales, and operational efficiency. Proficient in Lean Six Sigma, KPI optimization, and Strategic narrative development, with a track record of building resilient, customer-centric organizations.
Overview
21
years of professional experience
4
Certifications
Work History
IQOR Philippines
Operations Manager (T-Mobile)
2018.01 - Current (8 education.years_Label & 7 education.months_Label)
Job overview
- Pioneered a tech-enabled campaign at iQor that introduced real-time analytics and digital tools, boosting sales conversion and NPS while reducing handling time and errors.
- Elevated lowest-performing cluster into consistent top performer across all KPIs, including sales.
- Developed leaders across multiple clusters, strengthening succession planning.
- Partnered with Quality, Training, and Leadership Development teams to design scalable processes.
Sitel Philippines
Operations Manager (Virgin Media)
2018.01 - 2018.01
Job overview
- Used operational data to shape strategic plans and improve productivity.
- Implemented corrective actions that enhanced customer service standards.
Omniglobe International
Head of Operations (AT&T U-Verse)
2016.01 - 2018.01 (2 education.years_Label)
Job overview
- Directed operations for 300+ FTEs, including 5 junior managers and specialized coaches.
- Established policies, QA measures, and leadership development initiatives.
- Drove long-term operational excellence through process redesign.
TaskUs
Operations Manager (Uber North America)
2015.01 - 2016.01 (1 education.year_Label)
Job overview
- Improved calibration and audit processes, raising quality management standards.
- Launched training initiatives that boosted CSR productivity and efficiency.
Transcom Worldwide
Process Improvement Manager (Comcast)
2015.01 - 2015.01
Job overview
- Designed KPI audit and review procedures using Six Sigma methodologies, supporting regional performance improvements.
- Acted as project manager for transition activities and resource planning changes.
The Results Manila
Operations Manager (Sprint Postpaid)
2011.01 - 2015.01 (4 education.years_Label)
Job overview
- Managed 328 FTEs across multiple LOBs, setting enterprise standards for service delivery.
- Authored operational processes later adopted enterprise-wide.
- Awarded “Expect Greater Award” for key contributions to company success.
Earlier Career
2005.01 - 2011.01 (6 education.years_Label)
Job overview
- Progressive leadership roles at Sutherland, Advance Contact Solutions, Ambergris Solutions, and Panay Telephone Corporation. Built foundation in technical support, escalation management, and team leadership.
Education
ACLC
from Computer Systems and Networking Technology
Skills
Operations & P&L Management
KPI & Performance Optimization
Lean Six Sigma (Yellow Belt Certified)
Process Improvement & Automation
Real-time analytics
Sales conversion
KPI management
Customer service standards
Leadership development
Process redesign
Six Sigma methodologies
Operational excellence
Team leadership
Performance improvement
Strategic planning
Process improvement
Operations management
Operations monitoring
Data analysis
Operational efficiency
Certification
Lean Six Sigma – Yellow & White Belt Certified
Awards & Recognition
“Expect Greater Award” – Sprint Postpaid (2012), Multiple commendations from clients and executives for operational excellence
Timeline
Operations Manager (T-Mobile)
IQOR Philippines
2018.01 - Current (8 education.years_Label & 7 education.months_Label)
Operations Manager (Virgin Media)
Sitel Philippines
2018.01 - 2018.01
Head of Operations (AT&T U-Verse)
Omniglobe International
2016.01 - 2018.01 (2 education.years_Label)
Operations Manager (Uber North America)
TaskUs
2015.01 - 2016.01 (1 education.year_Label)
Process Improvement Manager (Comcast)
Transcom Worldwide
2015.01 - 2015.01
Operations Manager (Sprint Postpaid)
The Results Manila
2011.01 - 2015.01 (4 education.years_Label)
Earlier Career
2005.01 - 2011.01 (6 education.years_Label)
ACLC
from Computer Systems and Networking Technology