Richard Santos
Senior Manager / Associate Director
Macabebe
Summary
Looking for a management position where I can use my long history of financial experience, team leadership and strategic thinking. Passionate and hard-working management professional seeking position with Revolutionary Technologies as a general manager.
Overview
15
15
years of professional experience
Work History
Senior Service Delivery Manager / Associate Director
Supportninja
05.2022 - Current
- Accounts Handled: Back Office Fraud Support, Customer Service IB/OB, Appointment Setting, Sales and Collections, Financial Accounts, Health Care Accounts, Natural Medicine, Wellness and Fitness Accounts.
- - Leading teams in performance management and client relations making sure that set goals are met on a monthly and yearly basis.
- - Strategic and Tactical action planning towards innovation and continuous development of client and company processes.
- - Handling 3 Service Delivery Managers on coaching, improvement, planning and implementation of account related tasks.
- - Collaborate with function heads on innovative processes concerning adding value to clients on projects and delivery support.
- - Financial Management focusing on profit, GM, Cost and penalties.
Senior Manager for Executive Services / Country Manager
Cloudstaff
04.2017 - 04.2021
- Accounts Handled: Sales and Marketing LOB, Property Management Real Estate, Accounting Services, Advertising LOB, Service Delivery
- - Leading teams in supporting SMVDs on outsourcing needs on property management and service delivery support.
- - Handled 7 Managers on performance management on general administrative support. - Overall manager for all PH related outsourcing for an Australian account managing performance, conflict management, client relations, output management and support.
- - Financial Management focusing on profit, GM, Cost and penalties.
Operations Manager
Sitel Philippines / Foundever
11.2015 - 03.2017
- Accounts Handled: Insurance on Dental, Auto and Home and Life.
- - Leading 7 Supervisors on Customer service for an insurance account processing claims, checking status and general customer service.
- - Accountable for performance management, conflict management and client relations. - Lead for process improvement and development for client satisfaction.
- - Financial Management focusing on profit, GM, Cost and penalties.
AVP for Operations / Supervisor
IQOR PH
11.2012 - 09.2015
- Accounts Handled: Collections on Auto Loan (1st party) Collections on Out of Statute (3rd party collections) Sales Account
- - Supervising 22 agents primarily focused on coaching and performance management. - Taking escalation calls for customer concerns
- - Managing KPIs focus on AHT, CSAT, and conversion
General Care Specialist / Technical and Customer Service
Teletech
11.2010 - 05.2012
- Accounts Handled: One of the biggest telecommunication services in US - Primarily tasked to do customer service concerning billing and collections.
- - Help identify issues of customers who are experiencing service interruptions - Upselling and right fitting of plans based on customer needs.
Education
B.S. - Nursing
01-2010
Skills
Incident management
Business analysis
Client relationship management
Client relationships
Team leadership
Decision-making
Strategic planning
Relationship building
Project management
Crisis management
Cost reduction
Performance improvements
Risk management
Disclaimer
I declare that the above mentioned details are true based on my knowledge and reference can be given upon request.
Experience
- Total of 13 years experience in Business Process Outsourcing
- Senior Management / Associate Director: 2 years
- Senior Management: 6 years
- Operations Management: 2 years
- Supervisory Experience: 2 years
- Entry Level (Customer Care, General Care and Sales) : 2 years
Timeline
Senior Service Delivery Manager / Associate Director
Supportninja
05.2022 - Current
Senior Manager for Executive Services / Country Manager
Cloudstaff
04.2017 - 04.2021
Operations Manager
Sitel Philippines / Foundever
11.2015 - 03.2017
AVP for Operations / Supervisor
IQOR PH
11.2012 - 09.2015
General Care Specialist / Technical and Customer Service
Teletech
11.2010 - 05.2012