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)
01.2018 - Current
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)
01.2018 - 01.2018
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)
01.2016 - 01.2018
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)
01.2015 - 01.2016
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)
01.2015 - 01.2015
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)
01.2011 - 01.2015
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
01.2005 - 01.2011
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
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
01.2018 - Current
Operations Manager (Virgin Media)
Sitel Philippines
01.2018 - 01.2018
Head of Operations (AT&T U-Verse)
Omniglobe International
01.2016 - 01.2018
Operations Manager (Uber North America)
TaskUs
01.2015 - 01.2016
Process Improvement Manager (Comcast)
Transcom Worldwide
01.2015 - 01.2015
Operations Manager (Sprint Postpaid)
The Results Manila
01.2011 - 01.2015
Earlier Career
01.2005 - 01.2011
ACLC
from Computer Systems and Networking Technology