Rhonie Gambeng
Operations Manager
Makati City
Summary
Dynamic Operations Manager with a proven track record at Alorica, enhancing operational efficiency through strategic process improvements and team leadership. Skilled in problem-solving and performance monitoring, I developed training programs that boosted productivity and compliance, driving significant cost reductions and fostering a culture of continuous improvement.
Overview
10
10
years of professional experience
Work History
Operations Manager
Alorica
04.2023 - Current
- Streamlined operational workflows to enhance efficiency and reduce turnaround tiime
- Implemented process improvements that increased productivity and reduced operational costs.
- Developed training programs for staff, enhancing skills and improving team performance.
- Analyzed performance metrics to identify trends and drive strategic decision-making initiatives.
- Oversaw compliance with company policies, ensuring adherence to industry regulations and standards.
Supervisor
Alorica
03.2018 - 2021
- Supervised daily operations, ensuring compliance with company policies and procedures.
- Trained and mentored team members to enhance performance and productivity.
- Monitored key performance indicators to identify areas for improvement and implement solutions.
Associate Coach
Alorica
05.2018 - 12.2018
- Facilitated training sessions for new coaches, enhancing onboarding experience and knowledge retention.
- Assisted in developing coaching strategies to improve team performance and client satisfaction.
- Monitored key performance indicators, providing insights to optimize coaching effectiveness
- Promoted a culture of continuous improvement by encouraging self-reflection among athletes after games or practices.
Technical Support Representative
Alorica
03.2018 - 07.2018
- Resolved technical issues for customers through troubleshooting and effective communication.
- Collaborated with team members to develop solutions for recurring technical problems.
- Implemented process improvements that streamlined support operations and increased efficiency.
Agent Representative
Alorica
12.2015 - 04.2018
- Provided customer support through various communication channels, ensuring timely resolution of inquiries.
- Navigated complex systems to access and update customer information efficiently.
- Assisted in training new agents on company policies and customer service protocols.
- Collaborated with team members to enhance service delivery and improve customer satisfaction ratings.
- Managed daily operations, adhering to performance metrics and quality standards set by management.
- Collaborated with team members to consistently meet or exceed monthly sales targets.
- Enhanced overall team performance through active collaboration on shared goals.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
- Collaborated with staff members to enhance customer service experience and exceed team goals through effective client satisfaction rates.
Education
Bachelor of Science -
Mariano Marcos State Univeristy
Batac City03.2013
Skills
Problem-solving
Team leadership
Operations management
Customer service
Operations monitoring
Operational efficiency
Decision-making
Planning and implementation
Performance monitoring
Employee motivation
Maintaining compliance
Interpersonal communication
Client relations
Business administration
Timeline
Operations Manager
Alorica
04.2023 - Current
Associate Coach
Alorica
05.2018 - 12.2018
Supervisor
Alorica
03.2018 - 2021
Technical Support Representative
Alorica
03.2018 - 07.2018
Agent Representative
Alorica
12.2015 - 04.2018
Bachelor of Science -
Mariano Marcos State Univeristy