Radaba Madrigal-Polo
Operations Manager
Quezon City
Summary
Seasoned Operations Manager and talented leader with 10 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
18
18
years of professional experience
3
3
years of post-secondary education
4
4
Certifications
Work History
Operations Manager
Zengage Incorporated.
07.2021 - 09.2021
- Collaborate and cooperate with other functional areas including Human Resources, Training, Workforce, Marketing and Finance/Payroll
- Ensures the profitability of the campaign by driving for the attainment of Client-specified KPIs and targets
- Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Developed systems and procedures to improve operational quality and team efficiency.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Facilitated smooth collaboration between departments through clear communication channels.
- Increased profit by streamlining operations.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Introduced new methods, practices, and systems to reduce turnaround time.
- Implemented quality control systems that boosted overall product consistency and reliability.
- Analyzed and reported on key performance metrics to senior management.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Directed initiatives to improve work environment, company culture or overall business strategy.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
- Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Led successful change initiatives, ensuring seamless transitions during organizational restructuring efforts.
- Championed safety protocols to maintain a secure working environment, reducing workplace accidents significantly.
- Reduced turnaround time for project completion through effective resource allocation and team management.
- Optimized supply chain operations through strategic vendor partnerships and efficient logistics planning.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Assisted in recruiting, hiring and training of team members.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
OPERATIONS MANAGER
Principal Global Services.
3 2022 - Current
- Lead a team in a manner that ensures high quality service, fosters a culture that supports multiple product lines, and meets business goals at an acceptable cost
- Achieve performance expectations as set by management and communicate progress
- Direct and allocate resources to support workflow and processes
- Match projects/assignment difficulty to employee skills and experience
- Balance work assignments for team members.
- Organized quarterly town hall meetings to foster open communication among employees about company updates.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Enhanced employee engagement through the development of performance management systems and recognition programs.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Developed and managed budgets, effectively reducing operational costs while maintaining quality service.
- Initiated a successful loyalty program that contributed to higher customer retention rates.
- Implemented data-driven strategies for continuous improvement in customer experience metrics.
- Collaborated with sales and marketing teams to align customer experience strategies with overall brand goals.
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Managed inventory levels, reducing stock shortages while minimizing excess inventory costs.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Conducted regular audits of internal processes to maintain compliance with regulatory requirements.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Introduced new technologies to optimize operational efficiency and improve overall customer experience.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Established effective communication channels, fostering strong relationships between team members and departments.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Handled complaints, provided appropriate solutions, and alternatives within appropriate timeframes and followed up to achieve resolution.
- Scheduled and attended meetings with clients and prospective clients as requested.
- Performed duties and provided service in accordance with established operating procedures and company policies.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
- Developed new employees and on-going performance assessment of current employees.
- Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
- Established performance and service goals and held associates accountable for individual performance.
- Partnered with business leaders to deliver services that support company objectives and consistent with corporate values.
- Trained and guided team members to maintain high productivity and performance metrics.
- Interacted well with customers to build connections and nurture relationships.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Managed purchasing, sales, marketing and customer account operations efficiently.
- Assisted in recruiting, hiring and training of team members.
- Reported issues to higher management with great detail.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Implemented business strategies, increasing revenue, and effectively targeting new markets.
- Negotiated price and service with customers and vendors to decrease expenses and increase profit.
- Monitored daily cash discrepancies, inventory shrinkage and drive-off.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Reduced operational risks while organizing data to forecast performance trends.
- Updated and resolved incidents and managed accessorial charges objectively while maximizing profit.
- Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
- Identified and qualified customer needs and negotiated and closed profitable projects with high success rate.
- Reduced budgetary expenditures by effectively negotiating contracts for more advantageous terms.
- Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
- Supervised creation of exciting merchandise displays to catch attention of store customers.
- Launched staff engagement, gender diversity and cultural programs in addition to robust reporting tool that increased operational quality.
Sales and Program Manager
Men's Health Clinic.
11.2019 - 06.2021
- Manages client- Men's sexual health progress, making sure patient is well taken care of, In terms of follow calls, making sure that patient is progressing well, has enough medication etc
- Checking if the patient's program is about to expire to renew and sell the program
- Admin Tasks: Request an increase/decrease in medication dosage from our doctor, creating sales form, editing and managing customer's information via Zoho.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Implemented agile methodologies into program management processes, increasing adaptability in dynamic environments.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Established milestones and objectives based on input from functional areas and stakeholders.
- Developed and maintained logistics workflows, procedures and reports.
- Built teams to address project goals and objectives for multiple projects.
- Engaged and worked alongside cross-functional stakeholders to manage strategic initiatives.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Participated in pilot tests and revised programs based on feedback and results.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Designed and developed programs and projects for dissemination to personnel.
- Coached team members on productivity strategies to accomplish challenging goals.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Facilitated workshops and conducted one-on-one training to educate team members.
- Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Researched industry best practices in support of training development and program content.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Devised creative solutions to critical customer and user needs.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Managed senior-level personnel working in marketing and sales capacities.
- Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Launched quality assurance practices for each phase of development
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
Speaker and Sales Manager
Day Trading Academy
04.2019 - 11.2019
- Speaking to various size groups about relevant topics to instruct, educate and inspire
- Conducted public workshops for 1,000+ attendees
- Sharing personal experiences to relate and bring the reality of how decisions can change lives
- Motivating the audience about how this training can build up their confidence in Trading.
- Contributed to the growth of personal brand as a speaker by consistently exceeding client expectations and maintaining a high level of professionalism throughout all engagements.
- Collaborated closely with event organizers to ensure seamless integration of messaging into overall program goals.
- Continuously refined speaking skills through ongoing professional development opportunities such as workshops or coaching sessions.
- Expanded professional network through active participation in industry conferences, workshops, and seminars.
- Delivered high-quality presentations for diverse audiences, driving increased brand awareness and interest.
- Captivated attention with dynamic speaking styles and skillful use of visual aids.
- Enhanced event success by tailoring speech content to align with specific themes and objectives.
- Connected with attendees through empathetic listening and genuine responses during Q&A sessions.
- Elevated audience engagement by incorporating compelling storytelling techniques and relatable anecdotes.
- Received consistently positive feedback from event attendees, leading to numerous invitations for future engagements.
- Promoted thought leadership within the field by authoring articles, blog posts, and whitepapers on key topics of interest.
- Increased audience interaction by utilizing social media platforms before, during, and after events for real-time engagement.
- Inspired action within the audience by sharing personal experiences and lessons learned throughout career journey.
- Established credibility as a speaker by conducting thorough research on industry trends and relevant topics.
- Earned recognition as a sought-after speaker due to consistently delivering compelling presentations that resonated with audiences.
- Demonstrated expertise in subject matter through staying current on industry developments and maintaining strong relationships with fellow professionals in the field.
- Fostered an inclusive environment during presentations by addressing diverse perspectives and promoting open dialogue among participants.
- Secured lucrative speaking contracts through effective negotiation skills and proven track record of successful events.
- Maximized impact of message delivery by employing persuasive communication strategies tailored to specific audiences demographics.
- Developed customized speeches for various clients, showcasing adaptability in addressing unique needs and concerns.
- Researched material extensively before writing informative speeches.
- Implemented stories and anecdotes into speeches to make information more entertaining.
- Supported public relations managers with writing, researching and preparation of materials
- Built and maintained positive relationships with public by utilizing strategic plans.
- Facilitated press conferences and other outreach events to raise visibility of organization.
- Conducted media relations and responded to media requests for information.
- Engaged in professional networking to maintain strong relationships with communications and media professionals to drive partnerships and effective dissemination of mass communications.
- Collaborated with internal and external stakeholders to identify key messages and create compelling content for press releases and other materials.
- Studied objectives, promotional policies or needs of organizations to develop public relations strategies influencing public opinion or promoting ideas.
- Monitored media coverage and produced detailed reports to analyze impact of PR efforts.
- Increased revenues and supported business goals by developing public relations strategies and campaigns.
- Developed and implemented social media strategy to increase engagement and reach new audiences.
- Managed media relations for organizations to produce successful results.
- Coordinated media interviews with organization staff, board members and volunteers.
- Created and executed targeted PR campaigns to raise awareness of organization and initiatives.
- Cultivated strong relationships with media representatives to secure widespread coverage and feature stories.
- Drafted press releases detailing relevant newsworthy information and supporting brand image, and worked with news media to spread positions.
- Prepared or edited organizational publications such as employee newsletters or stockholder reports for internal or external audiences.
- Wrote press releases and other materials utilizing SEO practices.
- Produced and distributed brochures, newsletters and press kits.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Established and cultivated solid business relationships with new or existing customers.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Evaluated performance against goals and implemented appropriate development plans.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Optimized territory management plans by analyzing data on customer demographics, preferences, and buying patterns.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Evaluated competitor offerings to maintain a competitive edge, adapting strategies as necessary for sustained success.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Prepared sales presentations for clients showing success and credibility of products.
- Organized promotional events and interacted with community to increase sales volume.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Communicated product quality and market comparisons by creating sales presentations.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Managed accounts to retain existing relationships and grow share of business.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Boosted marketing, reviewed pricing strategies and expanded distribution channels to increase sales revenue.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Sales Program manager and Credit Control
LTT Smartchart Consulting Inc. (Learn to Trade Philippines)
01.2017 - 04.2019
- Sales, Collections, Retention, Face to Face selling, training sales to the employees
- I created a structure, processes to ensure productivity of the agents as well as the company's revenue too.
- Managed cross-functional teams for successful project completion within deadlines and budgets.
- Managed multiple strategic projects with numerous sub-projects or workstreams.
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
- Implemented agile methodologies into program management processes, increasing adaptability in dynamic environments.
- Established strong relationships with key stakeholders, ensuring support for program initiatives.
- Built teams to address project goals and objectives for multiple projects.
- Met with project stakeholders on regular basis to assess progress and make adjustments.
- Implemented risk management strategies to mitigate potential barriers to project success.
- Developed strategic plans, setting clear objectives and achievable milestones for the team.
- Addressed and resolved technical, financial, and operational concerns by working with team members and directors.
- Improved program efficiency by streamlining processes and implementing time-saving solutions.
- Conducted comprehensive program evaluations, identifying areas for improvement and recommending actionable solutions.
- Spearheaded innovative problem-solving techniques that addressed challenges head-on, resulting in effective resolution measures.
- Leveraged technology tools for enhanced project tracking, reporting, and information sharing among team members.
- Championed best practices in project management, fostering a culture of continuous improvement.
- Optimized resource allocation, effectively balancing priorities and managing competing demands.
- Enhanced project visibility with regular status updates, leading to increased stakeholder engagement.
- Streamlined communication channels to facilitate efficient collaboration among team members and stakeholders.
- Managed and supervised administrative and daily program operations, complying with policies and regulations.
- Identified program obstacles and communicated possible impacts to team.
- Coached team members on professional development opportunities, contributing to improved overall performance.
- Increased customer satisfaction through effective communication of program goals and expectations.
- Designed and developed programs and projects for dissemination to personnel.
- Interacted with customers and clients to identify business needs and requirements.
- Utilized data-driven decision-making approaches to inform strategy development and optimize outcomes.
- Led change management efforts, supporting staff through transitions and promoting buy-in for new initiatives.
- Delivered high-quality results by setting performance metrics and monitoring progress against targets.
- Coached team members on productivity strategies to accomplish challenging goals.
- Participated in vendor selection and management process for program initiatives.
- Provided program management expertise in lean Six Sigma strategies and agile methods, practices and execution.
- Leveraged project management processes and tools to define and execute projects.
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences.
- Researched industry best practices in support of training development and program content.
- Demonstrated strong writing and presentation skills to develop briefs, memorandums and analytical reports for clients.
- Negotiated contracts with vendors, securing favorable terms that supported budgetary constraints.
- Devised creative solutions to critical customer and user needs.
- Ensured regulatory compliance by closely monitoring adherence to industry standards and guidelines throughout the program lifecycle.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Established team priorities, maintained schedules and monitored performance.
- Developed detailed plans based on broad guidance and direction.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Defined clear targets and objectives and communicated to other team members.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Launched quality assurance practices for each phase of development
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
Collections/Sales Manager and Credit controller
ACQUIRE BPO
07.2014 - 01.2017
- Coordinate activities of staff members to ensure a smooth and efficient department that reduces the number of cases that are overlooked
- Oversee the collection of outstanding credit and invoices to minimize profit loss while ensuring it is handled appropriately and per company policy.
- Handled customer relations issues, enabling quick resolution, and client satisfaction.
- Resolved customer issues quickly to close deals and boost client satisfaction.
- Increased sales revenue by developing and implementing effective sales strategies.
- Maintained relationships with customers and found new ones by identifying needs and offering appropriate services.
- Built long-lasting client relationships through excellent customer service and consistent followups.
- Met with clients, delivering presentations, and educating on product and service features and offerings.
- Led a successful sales team by providing motivational coaching and performance-based incentives.
- Managed key accounts with strategic planning and relationship building, resulting in increased customer loyalty and repeat business.
- Closed lucrative sales deals using strong negotiation and persuasion skills.
- Grew sales and boosted profits, applying proactive management strategies and enhancing sales training.
- Analyzed market trends to identify new business opportunities, leading to expansion into profitable territories.
- Organized regular sales meetings to review progress, share best practices, and set achievable targets for continued success.
- Consistently met or exceeded quarterly sales targets through diligent effort and persistence in closing deals.
- Coached employees in successful selling methods and encouraged cross-selling to drive revenue.
- Negotiated contracts with vendors and suppliers, ensuring the best pricing and terms for company profitability.
- Coached and counseled sales personnel, assisting with individual selling efforts and helping sales representatives reach targets.
- Established and cultivated solid business relationships with new or existing customers.
- Overcame objections from potential clients by addressing concerns effectively and offering customized solutions based on their unique needs.
- Developed comprehensive product knowledge, enabling tailored solutions for clients'' specific needs.
- Streamlined sales processes for improved efficiency, resulting in higher conversion rates.
- Conducted team meetings to reinforce goals and objectives and set clear expectations about policies and procedures.
- Evaluated performance against goals and implemented appropriate development plans.
- Assisted in recruiting top talent for the sales team, contributing to a high-performing work environment.
- Collaborated with marketing teams to create targeted promotional campaigns, driving customer engagement and sales growth.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Implemented CRM systems for better tracking of leads, improving follow-up processes and communication within the team.
- Optimized territory management plans by analyzing data on customer demographics, preferences, and buying patterns.
- Maintained ethical and positive working environment to reduce turnover and promote high retention rates.
- Facilitated cross-functional communication between sales, marketing, and product development teams to ensure cohesive efforts towards shared goals.
- Utilized metrics to modify low-performing sales and marketing programs and plans to increase effectiveness.
- Identified, hired and trained highly-qualified staff by teaching best practices, procedures, and sales strategies.
- Attended industry shows, conventions, and other meetings with primary mission of expanding market opportunities.
- Recruited and hired top-level talent to add value and expertise to sales department.
- Created compelling presentations that highlighted product features/benefits to potential clients while addressing their pain points directly.
- Built relationships with customers and community to establish long-term business growth.
- Achieved sales goals and service targets by cultivating and securing new customer relationships.
- Resolved problems with high-profile customers to maintain relationships and increase return customer base.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Implemented systems and procedures to increase sales.
- Exceeded sales quotas and increased profitability through effective sales strategy and business planning.
- Prepared sales presentations for clients showing success and credibility of products.
- Organized promotional events and interacted with community to increase sales volume.
- Demonstrated products to show potential customers benefits and advantages and encourage purchases.
- Communicated product quality and market comparisons by creating sales presentations.
- Enhanced profitability by developing pipelines utilizing marketing and sales strategies.
- Held one-on-one meetings with sales team members to identify selling hurdles and offered insight into best remedy.
- Managed accounts to retain existing relationships and grow share of business.
- Increased profit margins by effectively controlling budget and overhead and optimizing product turns.
- Aligned company goals with customer outcomes and increased satisfaction by automating contact management systems.
- Compiled and analyzed data to determine approaches to improve sales and performance.
- Maintained financial controls, planned business operations and control expenses while identifying and pursuing opportunities to grow business operations and boost profits.
- Directed sales support staff in administrative tasks to help sales reps close deals.
- Liaised with sales, marketing, and management teams to develop solutions and accomplish shared objectives.
- Achieved established KPI for company, regional team and individual performance through teamwork and focus on customers.
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues.
- Managed revenue models, process flows, operations support and customer engagement strategies.
- Increased sales volume and expanded product line to new retailers, warehouse clubs and natural food chains.
- Coached and promoted high-achieving sales and account management employees to fill leadership positions with qualified staff and boost company growth.
- Facilitated business by implementing practical networking techniques.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Developed compelling presentation decks to gain approval for ideas and communicate results.
- Collaborated cross-functionally with headquarters, regional and other teams nationally to maintain consistent message and experience.
- Delivered recommendations to long-term accounts to promote brand awareness to key audience.
- Collaborated with advertising group to create uniformity between advertising messages and retail incentives.
- Drove sales by developing multi-million dollar contract sales.
- Collaborated with other departments to resolve billing errors, ensuring timely payment from clients.
- Reached out to customers to check on payments and convey options.
- Obtained payments and entered details into system.
- Reviewed customer accounts for compliance with repayment obligations.
- Performed checks of customer creditworthiness and current situations.
- Responded to disputes calmly and applied logical, knowledgeable approaches to devise solutions.
- Supported sales teams by providing accurate credit information for new and existing customers.
- Reduced overdue debt by closely monitoring customer accounts and taking prompt action on outstanding payments.
- Increased collection rates through proactive account management and regular follow-ups with clients.
- Enhanced company reputation through professional communication with customers, resolving disputes, and negotiating payment plans.
- Obtained and interpreted financial statements to assist in credit limit reviews.
- Assisted in maintaining a healthy cash flow by promptly identifying and addressing potential credit risks.
- Consistently met or exceeded targets set for reducing outstanding balances while adhering to strict deadlines.
- Devised collection recovery strategies to resolve customer issues and delinquent cases.
- Performed semi-annual account credit limit reviews and credit increase review requests from financial service and sales teams.
- Streamlined the credit control process by developing a comprehensive debtor management system.
- Played an integral role in improving the company''s cash position by successfully negotiating mutually beneficial payment terms with clients.
- Maintained accurate records of all communications related to debtor management for audit purposes.
- Supported the financial health of the business through diligent oversight and prompt action on any deviations from established credit control guidelines.
- Minimized bad debts by conducting thorough credit assessments for new clients and regularly reviewing existing client profiles.
- Established and maintained customer and staff policies.
- Reduced past due balances and bad debt by coordinating collection efforts with customer service, sales and billing departments.
- Mitigated potential losses from high-risk customers by liaising with external collections agencies when necessary.
- Improved cash flow by implementing efficient credit control policies and procedures.
- Obtained and reviewed credit reports, credit references, credit insurance and financial statements to establish credit limits for new accounts.
- Facilitated the resolution of complex customer disputes, working closely with internal stakeholders to achieve mutually beneficial outcomes.
- Ensured compliance with relevant financial regulations and legislation in all credit control activities.
- Optimized credit approval and collection processes, improving operational efficiencies by over [Number]%.
- Kept all operations compliant with applicable regulations and established company policies.
- Completed in-depth research of issues to develop accurate and effective solutions.
- Optimized workflow efficiency through the implementation of advanced software tools, enabling faster invoice processing and dispute resolution times.
- Strengthened interdepartmental relationships between finance, sales, operations, and logistics departments to ensure seamless client interactions throughout the order-to-cash cycle.
- Analyzed applicants' financial status and credit and property evaluations to determine loan feasibility.
- Trained and mentored new department employees to maximize performance.
- Enhanced team productivity by developing tailored training programs for junior staff members in credit control processes and best practices.
Collection Analyst
IQor
05.2010 - 05.2012
- Collection Specialist: Collecting accounts that are 100-300+ days past due, revoked and bankrupt accounts, helping them settle their debts by arranging a flexible payment plan.
Sales Representative
SUTHERLAND Philippines
11.2009 - 03.2010
- Outbound and Inbound sales: Selling an anti-virus and anti-malware software to protect my clients' computers and also assisting them with other inquiries they might have in regard to the product.
Escalations Specialist/Quality Analyst/CS
ePERFORMAX Philippines Inc
07.2006 - 10.2009
- Escalations Specialist-Handling escalated/supervisory calls from customers who are seeking, ranting about the services they have experienced with us
- Quality analyst-Monitoring and calibrating the quality of my agents' calls, coaching them about their needs or improvement and the right pitch to better service their customers.
Education
Bachelor of Arts - Broadcasting
St. Paul College Quezon City
Quezon City, Metro Manila, Philippines 04.2003 - 04.2006
Skills
Extremely strong call center management experience
Ability to demonstrate achievement of results
Excellent leadership, people management, communication and influencing skills
Experienced in managing large multi-site/Multi skilled contact centers & outsourcing
Ability to build and maintain strong client relationships
Ability to demonstrate been able to translate business strategy into day to day delivery
Strong commercial understanding and previous accountability for profit targets
Setting and reviewing Quality performance standards
Setting and reviewing of organizational/productivity objectives in line with the commercial contract
Managing Client Engagement
Responsible for Business Continuity
Salesforce
Zendesk
Zoho
Panda CRM
Canva
Calendly
MS Office
Google apps
Dropbox
Time Doctor
MS Teams
Genesys Cloud
Avaya
Ring Central
Zoiper
Mainframe-Blue Zone
Operations Management
Problem-Solving
Customer Service
Performance monitoring
Process Improvement
Staff Management
Organizational Management
Team Leadership
Operations Monitoring
Data Analysis
Operational Efficiency
Performance reporting
Business Development
Decision-Making
Business Planning
Planning and Implementation
Customer Retention
Inventory Management
Management
Strategic Planning
Workflow Optimization
Financial Management
Client Relationships
Performance Management
Incidents management
Staff Training
Marketing
Customer Relationship Management
Customer Relationship Management (CRM)
Project Management
Employee Motivation
Document Control
Staff Development
Client Relations
Operations Oversight
Production
Project Leadership
Negotiation
Data Evaluation
Forecasting and Scheduling
Performance Evaluations
Data Management
Project management abilities
Work flow planning
Health and safety compliance
Program Administration
Employee relations and conflict resolution
Contract Management
Process improvement strategies
Budgeting and forecasting
Process flows
Goal Setting
Cost Reduction
Policies and procedures implementation
Complex problems analysis
Workforce Management
P&L Management
Process Improvements
Invoice Processing
Budget Development and Management
Risk Management
Schedule Management
Purchasing and procurement
Contract Negotiation
Report Generation
Regulatory Compliance
Cross-Functional Collaboration
Warehouse Operations
Management information systems
Maintaining Compliance
Supply Chain Management
Interpersonal Communication
Business Administration
Revenue Generation
Delegation
Quality Assurance Controls
Sales background
Project planning and development
Solutions Development
Product Management
Customer relations specialist
Expense Reports
Continuous improvements
Resource Coordination
Market Research
Strategic Partnerships
Business process re-engineering
Multidisciplinary Collaboration
Onboarding and Orientation
Accomplishments
- Best employee of the year 2017-Learn to Trade PH
- Outstanding Employee of the Year 2022-Principal Global Services
References
Available upon request
Certification
Coaching and public speaking Training - 2021
Timeline
Inspiring Leadership through Emotional Intelligence
05-2024
[Dealing With Power And Dynamics: Discover Your Leadership Style And Influence Stakeholders
05-2024
Operations Manager
Zengage Incorporated.
07.2021 - 09.2021
Leadership Boot Camp
06-2021
Coaching and public speaking Training - 2021
03-2021
Sales and Program Manager
Men's Health Clinic.
11.2019 - 06.2021
Speaker and Sales Manager
Day Trading Academy
04.2019 - 11.2019
Sales Program manager and Credit Control
LTT Smartchart Consulting Inc. (Learn to Trade Philippines)
01.2017 - 04.2019
Collections/Sales Manager and Credit controller
ACQUIRE BPO
07.2014 - 01.2017
Collection Analyst
IQor
05.2010 - 05.2012
Sales Representative
SUTHERLAND Philippines
11.2009 - 03.2010
Escalations Specialist/Quality Analyst/CS
ePERFORMAX Philippines Inc
07.2006 - 10.2009
Bachelor of Arts - Broadcasting
St. Paul College Quezon City
04.2003 - 04.2006
OPERATIONS MANAGER
Principal Global Services.
3 2022 - Current