Randy Eugenio
Operations Manager
Las Pinas
Summary
Dynamic Operations Manager with a proven track record at TELUS Digital Philippines, excelling in process improvement and team leadership. Enhanced customer satisfaction through strategic initiatives and empowered staff accountability. Skilled in performance reporting and workflow optimization, driving significant operational efficiencies and fostering a collaborative work environment.
Overview
20
20
years of professional experience
Work History
Operations Manager
Telus Digital Philippines
Makati City, Metro Manila
02.2021 - Current
- 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 and implemented strategies to maximize customer satisfaction.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- 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.
- Developed strong relationships with vendors, resulting in better pricing and improved service quality.
Senior Team Leader
Telus Digital Philippines
Makati City, Metro Manila
12.2015 - 02.2021
- Enhanced team productivity by implementing efficient workflow processes and optimizing resource allocation.
- Conducted team leader meetings and updated them on best practices and continuing expectations.
- Produced weekly, daily and monthly activity reports and forecasts.
- Set clear team goals and delegated tasks and set deadlines.
Team Leader
Telus Digital Philippines
Quezon City, Metro Manila
09.2009 - 12.2015
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Technical Support Representative
Telus Digital Philippines
Pasig City, Metro Manila
10.2006 - 02.2009
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Medical Transcriptionist
Freelance
Antipolo City, Rizal
12.2005 - 08.2006
- Stayed up-to-date with medical terminology and industry trends to maintain accuracy in transcriptions.
- Accurately documented medical dictation to record patient care records.
- Reduced errors in medical reports by reviewing, editing, and proofreading transcripts for clarity and consistency.
- Expedited urgent document requests, ensuring prompt delivery of critical information to healthcare providers.
Education
Medical Transcription Course -
Expert IT Education Center
Marikina City, Philippines 04.2001 -
Bachelor of Science - Computer Science
ICCT Colleges
Cainta, Rizal 04.2001 -
Bachelor of Science - Electronic And Communications Engineering
Technical Institute of The Philippines
Quezon City, Metro Manila, Philippines 04.2001 -
Skills
Operations management
Problem-solving
Process improvement
Organizational management
Team leadership
Performance reporting
Workflow optimization
Timeline
Operations Manager
Telus Digital Philippines
02.2021 - Current
Senior Team Leader
Telus Digital Philippines
12.2015 - 02.2021
Team Leader
Telus Digital Philippines
09.2009 - 12.2015
Technical Support Representative
Telus Digital Philippines
10.2006 - 02.2009
Medical Transcriptionist
Freelance
12.2005 - 08.2006
Medical Transcription Course -
Expert IT Education Center
04.2001 -
Bachelor of Science - Computer Science
ICCT Colleges
04.2001 -
Bachelor of Science - Electronic And Communications Engineering
Technical Institute of The Philippines
04.2001 -