RHODA BORRO
Operations Manager
Iloilo City
Summary
Seasoned and talented leader with 15 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
9
9
years of post-secondary education
2
2
Languages
Work History
Operations Manager
Conectys Philippines
02.2023 - 12.2024
- 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.
- Prepared reports or presentations to the clients on a daily, weekly and monthly basis
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
Team Manager
Conectys Philippines
02.2020 - 02.2023
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Achieved project deadlines consistently by closely monitoring progress and proactively addressing any potential roadblocks.
Operations Supervisor
TTEC
03.2010 - 09.2019
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
Lead Associate
TTEC
01.2009 - 02.2010
- Handle escalations
- Offer products and services to potential clients, answer inquiries and perform follow up calls
- Handle issues and concerns, resolving them in adherence to the company's policies and regulations
- Mentored junior associates, providing guidance on best practices and professional development opportunities.
Customer Service Representative
TTEC
11.2006 - 01.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Developed strong product knowledge to provide informed recommendations based on individual customer needs.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
Bachelor of Science - Computer Engineering
Western Institite of Technology
01.2000 - 01.2005
Secondary - undefined
Iloilo National High School
01.1996 - 01.2000
Skills
Operations management
Contact
- RHODA BORRO, +63 9778029095, arbyborro.1008@gmail.com, Diversion Rd. Sambag Jaro, Iloilo City, Iloilo, 5000
- Cristel Beronio, +63 9661462785, cristelb09@gmail.com
- Kenneth Joy Espino, +63 9560369862, kenneth.espino@conectys.com
- Margielyn Barona, +63 9367146389, margielynbarona@gmail.com
- Mylin Niez, +63 9498075400, mhay011586@gmail.com
Timeline
Operations Manager
Conectys Philippines
02.2023 - 12.2024
Team Manager
Conectys Philippines
02.2020 - 02.2023
Operations Supervisor
TTEC
03.2010 - 09.2019
Lead Associate
TTEC
01.2009 - 02.2010
Customer Service Representative
TTEC
11.2006 - 01.2009
Bachelor of Science - Computer Engineering
Western Institite of Technology
01.2000 - 01.2005
Secondary - undefined
Iloilo National High School
01.1996 - 01.2000
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