Raymaond V. Basañez
Operations Manager
Mandaue City
Summary
Operations Manager leading daily customer service operations, team coaching, and performance management across support teams. Drives metric attainment through call monitoring, reporting, staff development, and timely resolution of operational issues, while overseeing cost, risk, and audit activities. Builds operating guidelines, supports hiring and evaluation decisions, and improves service delivery through process changes.
Overview
1
1
Language
16
16
years of professional experience
Work History
Operations Manager
Foundever
07.2023 - Current
- Supervising daily operations of the organization.
- Develop a productive, profitable, and achievement-oriented working environment for employees.
- Address operational issues and concerns in a timely fashion.
- Supervise operations team to ensure operational excellence and excellent customer service.
- Educate operations team on best practices, company policies and service excellence standards.
- Develop and maintain operational guidelines for staff.
- Oversee operational cost, risk, and audit activities.
- Assist in interviewing, recruiting, training, performance evaluation, promotion and termination activities.
- Coordinate with the Site Director on different operational issues.
- Evaluate current operational strategies and recommend improvements. Generate operational reports for management as needed.
- Team Leader
- Ensure that calls are handled professionally.
- Provide direction and guidance to guarantee consistent achievement of key performance metrics.
- Achieve, measure, report, and communicate metric goal attainment for assigned team.
- Ensure accurate and timely communication of client and campaign issues to Manager Site Operations.
- Consistently achieve goals for number of call monitoring per week and scores for assigned customer service agents.
- Coach, mentor and develop agent team for skills expansion and promotional opportunities.
Team Manager / Account Manager
ContactPoint 360
07.2021 - 07.2023
- Responsible in checking the attendance rate for the whole account.
- Checking and responding to all emails from clients that has related to performance.
- Conducting a daily meeting with the Clients.
- Conducting a daily huddle with the support group.
- Provides direction and guidance to guarantee the consistent achievement of key performance metrics to the team leaders.
- Achieves, measures, reports and communicates metric goal attainment for assigned team.
- Ensures accurate and timely communications to the client and campaign issues to the higher management.
- Creating and updating the reports daily for the operation visibility.
- Coach and mentor team leaders to achieve the metrics goal.
Voice Advocate for Commercial Account
Concentrix Philippines
07.2020 - 07.2021
- Answered inbound calls from Commercial Customers
- Troubleshoot any Commercial Devices
- Create replacement for Commercial Devices
- Create daily report
Operations Lead
Go Virtual Assistant
02.2020 - 05.2020
- Monitoring the Operation Coordinators works.
- Monitoring the Calls and Tickets.
- Monitoring the calendar of all personnel, coordinating on-site visit scheduling and helping manage the entire company's availability.
- Regularly reviewing all ongoing work in the Autotask PSA system, including quotes, opportunities, and others, and serving as taskmaster to make sure tasks are not being dropped.
- Assisting in the preparation of proposals, presentations, quotes and other client and prospect-facing documents.
- Participating in business discussions regarding technology, strategy, marketing, sales and any other topic, and providing meaningful suggestions and improvements for the business.
- Serving as Executive Administrative Assistant to the Chief Executive Officer and completing any administrative tasks as he may assign or request.
- Always communicating clearly, concisely and never hesitating to express when something is wrong or needs changing and providing actionable feedback to every member of the team.
- Improving kpi's for technical support department.
- Take the lead in establishing policies, procedures and documentation to ensure that the client’s operational information is retained in written form and can be easily communicated to all new staff members.
Dyninno Inc.
03.2019 - 01.2020
- Outbound and inbound sales for International Travel Network (ASAPTICKETS)
Team Leader
Tallant Asia
02.2018 - 02.2019
- Developing web pages, forms, events, e-newsletters and reports based on client requirements.
- Testing features and functionality to ensure they are acceptable for users.
- Selecting and resizing images.
- Manipulating simple HTML and Javascript.
- Uploading users.
- Tracking all the time spent on each of your tasks using the company's internal task management system.
- Manage the Cebu team.
- Train new service delivery coordinator.
- Finalizing/ QA the task of each staff.
- Received the project or task from the client.
- Provide the task to the team.
Team Leader
Pinnacle Cart Inc.
01.2017 - 01.2018
- Directly responsible for a small group of technical support agents in a 24/7 support center.
- Manages the staffing, training and operational requirements for the center.
- Responsible for performance of agents, identifying training needs, planning training sessions, conducting performance reviews and administering corrective actions.
- Works with executive team creating inbound/outbound programs designed to increase customer satisfaction and client retention. Creates and administers overall team goals and develops action plans for the team members.
- Communicates with customers via live chat, phone and email. Handles supervisor calls, insures company SLA’s and one-touch resolution policies are being met.
- Reports critical KPI’s to CEO on weekly basis.
Associate Manager - Senior Executive
Quest Right Shoring (Vodien Internet Solution)
01.2016 - 01.2017
- Create new strategies for improvement of the statistics
- Orient new employees
- Responsible of enforcing SOP, House rules and policies
- Approval of monthly schedule
- Approval of Leave and Sick Leave
- Ensure all task and functions of Technical Support Staff are completed
- Create monthly schedule for Technical Support Department
- Supervise Technical Support Department in Cebu and remote team
- Conduct coaching for Technical Support Staff
- Train and developed Team Leaders
- Supervise Team Leaders
- Conduct coaching for Team Leaders
- Handles complaint case for call and email
Webhosting Specialist
Quest Right Shoring (Vodien Internet Solution)
01.2015 - 01.2016
- Provide good technical support to our customers.
- Troubleshoot on website especially on CMS application
- Troubleshoot on any email issue.
- Provide support on DNS management.
Technical Support Supervisor
1&1 Internet Philippines Inc.
01.2011 - 01.2015
- Managed the team performance by checking their individual stats.
- Created a daily and monthly report.
- Coached agent by their individual performance.
- Trained new agent for them to grow.
- Motivated the team to work hard.
- Provided technical assistance to the team.
- Guided them to have good attitude towards work.
- Took supervisory calls from the agent.
- Managed a weekly meeting for them to be updated.
Advance Technical Support Representative / Sales After Support Agent
01.2012 - 01.2013
- Supported customer in advance way on to provide solution.
- Provided direct solution to the customer.
- Do sales on our product.
Technical Support Representative
01.2011 - 01.2012
- Provided good technical support to our customers.
- Troubleshoot on website especially on CMS application
- Troubleshoot on any email issue.
- Provide support on DNS management.
Education
Bachelor of Information Technology -
University of Cebu
01-2009
Secondary School Certificate - undefined
Mandaue City Comprehensive National High School
01-2007
Elementary - undefined
Basak Elementary School
01-2003
Skills
- Workforce planning
- Performance management
- Operational reporting
- Process improvement
- Escalation management
- Call center metrics
- Quality monitoring
- Agent training
- Client issue resolution
- Service level management
- Power BI
- Workforce management software
- Employee engagement surveys
- Change management
Timeline
Operations Manager
Foundever
07.2023 - Current
Team Manager / Account Manager
ContactPoint 360
07.2021 - 07.2023
Voice Advocate for Commercial Account
Concentrix Philippines
07.2020 - 07.2021
Operations Lead
Go Virtual Assistant
02.2020 - 05.2020
Dyninno Inc.
03.2019 - 01.2020
Team Leader
Tallant Asia
02.2018 - 02.2019
Team Leader
Pinnacle Cart Inc.
01.2017 - 01.2018
Associate Manager - Senior Executive
Quest Right Shoring (Vodien Internet Solution)
01.2016 - 01.2017
Webhosting Specialist
Quest Right Shoring (Vodien Internet Solution)
01.2015 - 01.2016
Advance Technical Support Representative / Sales After Support Agent
01.2012 - 01.2013
Technical Support Supervisor
1&1 Internet Philippines Inc.
01.2011 - 01.2015
Technical Support Representative
01.2011 - 01.2012
Elementary - undefined
Basak Elementary School
Secondary School Certificate - undefined
Mandaue City Comprehensive National High School
Bachelor of Information Technology -
University of Cebu