Pierre PAULINE Yrastorza
Cebu City
Summary
Results-driven Operations Management Executive with extensive experience running customer service oriented BPO's, including organizational and site management, business development, business processes with diverse industries. Skilled in planning, coordinating and executing successful strategic business programs with track record of improving operational stability, efficiency, and profitability. Exceptional relationship builder and negotiator, successfully presenting and selling strategic business plans and programs to executive-level decision makers. Collaborate with senior stakeholders to effectively prioritize activities and achieve defined objectives, translating business requirements into solutions to achieve corporate performance goals and targets.
Overview
16
16
years of professional experience
Work History
Senior Site Director
Qualfon Cebu
Cebu
01.2023 - 06.2024
- Achieved a 25% increase in revenue by incorporating cross skilling for front liners and launching new products/services to the current clients
- Reduced turn over of frontline agents by 32% by strengthening onboarding and training process, engagement activities based on demographics and support them their family's livelihood
- Led operational initiatives that drove up KPIs while simultaneously fostering stronger customer relationships, leading to improved customer happiness and satisfaction.
- Achieved a significant decrease in customer complaints, going from 14% to 8.5%
- Managed monitoring and filing system for legal and regulatory documents while ensuring 100% adherence to Philippine Laws
- Executed cost control measures and oversaw investment for project expansion in adherence to procurement policy
- Reviewed and developed processes to prevent losses and executed cost saving measures within the site to reduce loses by $3M per quarter
- Created best-in-class productivity and efficiency standards for the site by devising policies, procedures, and process strategies that fostered positive financial results in line with growth initiatives.
- Analyzes statistical reports and other documentations to identify trends and implement enhancements to overall performance
- Managing and allocating employees effectively, including support personnel, tools, equipment, and over all site budgets
- Conducts regular operational and site reviews with clients to align account activities with scope
- Provided actionable recommendations and executed process improvements based on findings
- Operations goals and Client Satisfaction achievement.
Board of Director and General Manager
IONOS Cebu
Cebu
01.2019 - 01.2023
- Develop, analyze and manage assigned budgets for business unit, assuming full site P&L responsibilities
- Reduced employee turnover from 53% to 25% in the span of 12months
- Managed a yearly budget of $1.5M while constantly developing, implementing financial and CapEx strategies to achieve revenue and drive cost reductions
- Generated $200k+ in operational cost savings through increased in Sales, process improvement and renegotiating long-term service contracts
- Managed overall site local and legal regulations mandated by the Philippine law
- Increased employee satisfaction from 75% to 90% through new onboarding system, operational cadence and to strengthened engagement activities based on their demographics
- Deliver operational service excellence across outlined business objectives
- Continuously improve and monitor the process for handling inbound calls, service chats and offline
- Review and monitor daily, weekly, monthly, and quarterly performance and develop plans and policies to grow revenue and increase productivity
- Manage organizational planning, performance management, team development and on-going team
- Develop policies and procedures to create best-in-class productivity and efficiency standards.
Director, Operations
Globe Telecom
Manila/Cebu
01.2016 - 01.2019
- Oversee the vendor performance capability and manage vendor relationships to execute the end-to-end customer experience process
- Define and communicate the operational strategies and solutions in line with business plans, identifying key activities and priorities to make sure all organizational objectives are met
- Collaborate with vendor partner leadership team to drive delivery of performance objectives
- Develop and implement regular cadences to drive business objectives
- Collaborate with internal teams to develop a strong risk and compliance management process, ensuring vendor partners are adhering to industry standard practices
- Work across multiple vendors to support additional scope if and when necessary
- Facilitate regular partner performance reviews to enable celebration of wins and resolution/remediation of key challenges.
Partner Operations Director
Telstra International Inc
Manila/Cebu
01.2013 - 01.2016
- Reporting to the Telstra Site Director, enable Telstra to deliver outstanding outcomes for our customers by managing relationships with Partner-Vendors to deliver people and performance outcomes
- Acts as the Site Director in occasions that Telstra Site director is on leave
- Helped Telstra establish their Supersites both in Cebu and Manila
- Manage integration of specific Line of Business
- Oversee and manage various Billing Departments (residential, consumer, entertainment bundles) close to a thousand FTE with partner vendor
- Lead and Supervise Customer privacy project
- Ensured proper roll out and execution of the said project
- Drives partner vendor performance to meet and exceed Telstra’s contractual stipulations
- Champion culture development in the partner-vendor site: sign-off on leadership hires
- Acts as a Culture Champion to promote a People-first, Customer-led and Energising Environment within the Telstra Operating Model framework
- Working with different areas of the business to ensure consistent application of Telstra branding within the partner-vendor site
- Ensure reward and recognition programmes are within budget and aligned with Telstra’s vision and priorities
- Acts as the point of contact of Teletech for all operational/financial needs
- Embed and manage the Customer Experience Model with partner-vendors; Lead Customer Insights initiatives through Line of business General Managers.
Senior Process Lead
Northgate Arinso
Manila
01.2011 - 01.2013
- (AMP Financial Institution)
- Oversee operations for Payroll process for 6,000 employees across Australia and New Zealand
- Ensure KPI’s are met
- Establishing coaching culture within the account and later on adopted across the organization
- Manages staffing requirements
- Calibrates and meets with clients on a daily basis for regular updates and resolution of different matters
- Main point of contact for Operations team
- Responsible in ensuring different metrics are exceeded and profitability of the account is maintained
- Make sure that all other departments working with operations are duly aligned
- Identify and develop personnel within the account
- Authored coaching process and other related documents.
Senior Program Manager
Teletech
Manila
01.2008 - 01.2011
- Telstra Australian Telco Account (Inbound, Outbound and Business Processes)
- Oversee operations of the business unit comprised of 2 senior team leaders, 16 team leaders and 300 full time employees
- Ensures projected revenue level is met and exceeded
- Generate program’s invoice every month, ensuring all billable items are included
- Overlooking Operations across three sites to ensure that all policies and procedures are current for the program
- Responsible for creating monthly/Quarterly Business Reviews between the client and Teletech Directors
- Manages staffing requirements needed for the programs supervisorial positions
- Coaching and mentoring key supervisorial personnel
- Responsible for staffing requirements
- Ensure that KPI’s and SLA’s are met across all functions.
Senior Client Services Manager
Teletech
Manila
- Telstra Australian Telco Account (Inbound, Outbound and Business Processes)
- Manage client requirements, develop tactics, and oversee implementation activities required to successfully meet visiting clients’ business goals and objectives
- Consult frequently and pro-actively with existing client to identify program system/service enhancements and/or new business opportunities
- Manage the planning and implementation of program for client visits; ensure that the clients have a professional and customer centric experience
- Works with the Site Director and Executive Director in preparation of short and long range plans for existing and prospective clients
- Ensures a continued positive relationship with the client by building a bridge to the client and evaluate the opportunities for growth
- Responsible for supporting all prospective and existing high level clients
- Evaluate client visits and recommend improvement opportunities
- Leads a team of Process administrators
- Responsible for creating monthly/Quarterly Business Reviews between the client and Teletech Directors
- Generate program’s invoice every month, ensuring all billable items are included.
Sales Agent
- Campaigns/Programs: Verizon Superpages (online advertising/business 2 business sales)
- Primary job function was to make outbound calls for the client to Small businesses in the United States
- Awarded for reaching the sales quota periodically and earning a sizeable commission, excellent quality record of clean sales, and high marks on call handling and control
- Chosen as one of the members of the sales pool who managed to sell online advertising at an average of 2 sales per day with products costing from US$30 – 150
- Part of the monitoring team to showcase to prospective offshore clients.
Education
Bachelor of Science in Business Management Major in Entrepreneurial Management -
Collegio De San Benildo
Skills
- Strategic and Execution Planning/ Decision Making and Problem Solving
- Multi Line of Business Operations/
- Vendor Management/ Negotiation Skills
- Revenue Goal/Growth/Leadership and Performance Management
- Project Management/Resource Allocation
References
Will furnish upon request
Timeline
Senior Site Director
Qualfon Cebu
01.2023 - 06.2024
Board of Director and General Manager
IONOS Cebu
01.2019 - 01.2023
Director, Operations
Globe Telecom
01.2016 - 01.2019
Partner Operations Director
Telstra International Inc
01.2013 - 01.2016
Senior Process Lead
Northgate Arinso
01.2011 - 01.2013
Senior Program Manager
Teletech
01.2008 - 01.2011
Senior Client Services Manager
Teletech
Sales Agent
Bachelor of Science in Business Management Major in Entrepreneurial Management -
Collegio De San Benildo
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