Raul Carino Jr
Operations Manager
Quezon City, Metro Manila
Summary
Dynamic Operations Manager with a proven track record at Afni Inc, Verizon, enhancing customer retention through innovative loyalty programs and effective team leadership. Skilled in data analytics and staff development, I drive continuous improvement and foster cross-functional collaboration to achieve business objectives and elevate customer satisfaction.
Overview
12
12
years of professional experience
1
1
Language
Work History
Operations Manager, Customer Experience
Afni Inc, Verizon
Quezon City, Metro Manila, Philippines
08.2019 - Current
- Coordinated staffing schedules, optimizing resource allocation for peak periods without compromising service quality.
- Developed comprehensive onboarding and training programs for new employees, accelerating their integration into the team environment.
- Drove a culture of continuous improvement by encouraging employee feedback and implementing changes as needed.
- Initiated a successful loyalty program that contributed to higher customer retention rates.
- Streamlined operations processes for increased efficiency and enhanced customer experiences.
- Improved customer satisfaction ratings by implementing new training programs for staff.
- Oversaw vendor relationships, ensuring timely delivery of products and services while maintaining cost controls.
- Mentored team members in developing their skills and advancing their careers within the organization.
- Facilitated change management initiatives, ensuring smooth transitions during organizational restructuring efforts or process overhauls.
- Led cross-functional teams to drive process improvements and achieve business objectives.
- Built client relationships by responding to inquiries, identifying and assessing clients' needs, resolving problems, and following up with potential and existing clients.
- Supervised daily operations and sales functions to maximize revenue, customer satisfaction, and employee productivity.
- Established performance and service goals and held associates accountable for individual performance.
- Trained and guided team members to maintain high productivity and performance metrics.
- Reduced operational risks while organizing data to forecast performance trends.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Interacted well with customers to build connections and nurture relationships.
- Developed new employees and on-going performance assessment of current employees.
Team Leader
Alorica
Quezon City, Metro Manila, Philippines
06.2014 - 07.2019
- 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.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Boosted sales performance by implementing effective team training and coaching strategies.
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Consistently recognized as a top-performing Sales Team Leader, contributing to the overall success of the company.
Education
Bachelor of Science - Information Technology
Pambayang Dalubhasaan Ng Marilao
Marilao, Province Of Bulacan, Philippines 04.2001 -
Skills
Staff development
Customer acquisition
Engagement strategy development
Data analytics
Account management
Program improvement
Cross-functional collaboration
Retention management
Teamwork and collaboration
Problem-solving
Time management
Team leadership
Operations management
Accomplishments
- Earned the “Quarter 2 Top Operations Manager” Award in 2025 for Outstanding performance amongst 3 Afni sites.
- Earned the “Top Operations Manager” Award in 2025 for being om top on 8/12 months.
- Supervised team of 110 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Timeline
Operations Manager, Customer Experience
Afni Inc, Verizon
08.2019 - Current
Team Leader
Alorica
06.2014 - 07.2019
Bachelor of Science - Information Technology
Pambayang Dalubhasaan Ng Marilao
04.2001 -