REZ TONGIO
San Luis,PAM
Summary
Results-driven and people-oriented Account Management and Operations Leader with a decade of progressive experience across client relations, operational management, and workforce development. Adept at building and sustaining strong client partnerships, resolving complex issues, and aligning business goals with customer success strategies. Known for spearheading strategic initiatives that optimize performance, elevate customer satisfaction, and drive sustainable revenue growth. Committed to fostering collaboration, innovation, and excellence within dynamic, high-performing teams.
Overview
10
10
years of professional experience
Work History
Account Manager
Universal Access and Systems Solution
09.2024 - Current
- Lead strategic initiatives to enhance operational efficiency, productivity, and client partnership strength, resulting in measurable business growth and retention.
- Manage cross-functional coordination to ensure seamless service delivery and resolution of escalations while maintaining client satisfaction and profitability.
- Develop and implement data-driven frameworks and training modules that improve onboarding, workforce capability, and operational outcomes.
- Collaborate with executive leadership to convert insights into actionable strategies fostering a culture of accountability, innovation, and continuous improvement.
Training Supervisor | Operations Manager | Team Leader | Sales Support | Customer Relations Expert
TTEC Customer Care Management Inc.
01.2019 - 09.2024
- Oversaw end-to-end operations and training programs supporting multiple business lines, ensuring KPI attainment and alignment with client objectives.
- Directed recruitment, training, and performance initiatives, improving workforce quality, engagement, and operational output.
- Created scalable training and onboarding programs that reduced ramp-up time and elevated customer satisfaction.
- Partnered with leadership to execute strategies targeting new markets, boosting revenue and market presence.
- Leveraged data analytics to identify process gaps, optimize workflows, and enable data-informed business decisions.
- Championed customer experience transformation initiatives, achieving higher loyalty and retention rates.
Account Specialist Support (Collections)
iQor Philippines
09.2017 - 12.2018
- Managed high-volume collection accounts while ensuring compliance, professionalism, and positive customer engagement.
- Improved reconciliation accuracy and payment turnaround through process redesign and automation initiatives.
- Collaborated with internal teams to streamline communication and enhance collection recovery rates.
- Analyzed payment trends to identify opportunities for operational efficiency and better performance management.
- Coached and mentored new staff, driving consistency in service quality and team effectiveness.
General Manager / Operations Manager (Insurance)
iConnectWorld Processing Solution
08.2015 - 08.2017
- Directed end-to-end insurance operations, ensuring compliance, process integrity, and optimal client servicing.
- Strengthened collaboration between management and frontline teams, minimizing workflow gaps and boosting productivity.
- Implemented operational improvement initiatives leading to shorter turnaround times and higher satisfaction scores.
- Designed and led employee development programs that elevated compliance awareness, accountability, and service quality.
- Conducted performance analytics to identify growth opportunities, increasing both efficiency and profitability.
Education
Bachelor of Technical Teacher Education -
Don Honorio Ventura State University
Bacolor, Pampanga01.2016
Licensed Practical Nursing - undefined
St. Nicolas College of Pampanga
San Fernando, Pampanga04.2008
Skills
- Strategic Account Management
- Operational Leadership
- Client Relationship Development
- Cross-Functional Collaboration
- Process Optimization
- Training & Performance Development
- Stakeholder Engagement
- Business Analytics
- Revenue Growth Strategy
- Employee Coaching & Motivation
- Customer service
PROFESSIONAL HIGHLIGHTS
- Over 10 years of progressive leadership experience across operations, client relations, and account management.
- Proven success in leading organizational efficiency initiatives improving KPIs across multiple programs.
- Recognized for developing high-performing teams through mentorship, engagement, and learning programs.
- Strong background in data-driven decision-making translating insights into actionable improvements.
- Effective communicator and strategist advancing business goals through people, process, and partnership excellence.
References
Available upon request.
Timeline
Account Manager
Universal Access and Systems Solution
09.2024 - Current
Training Supervisor | Operations Manager | Team Leader | Sales Support | Customer Relations Expert
TTEC Customer Care Management Inc.
01.2019 - 09.2024
Account Specialist Support (Collections)
iQor Philippines
09.2017 - 12.2018
General Manager / Operations Manager (Insurance)
iConnectWorld Processing Solution
08.2015 - 08.2017
Licensed Practical Nursing - undefined
St. Nicolas College of Pampanga
Bachelor of Technical Teacher Education -
Don Honorio Ventura State University