Richard Ian De Leon
Iloilo City
Summary
Organized Office Manager with noted experience in administrative management. Prioritize projects and multitask effectively to achieve project goals. Methodical and detail-oriented team player with expertise in team leadership. Offering these skills and strong work ethic.
Overview
16
16
years of professional experience
Work History
Operations Supervisor
Reed Elsevier Philippines
6 2019 - Current
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions.
- Implemented quality control systems to reduce errors, resulting in increased customer satisfaction rates.
- Developed and implemented standard operating procedures to ensure consistency in customer service delivery across the business
- Contributed to long-term strategic planning discussions within the leadership team to help shape future direction for the business unit.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Facilitated change management efforts during periods of organizational restructuring or process reengineering projects.
Operations Manager
Startek
11.2018 - 04.2019
- Developed systems and procedures to improve operational quality and team efficiency.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Escalations Supervisor
Startek
02.2016 - 11.2018
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Followed up on customer interactions to maintain customer communication and successfully close resolved issues.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Evaluated team member performance against established objectives during regular reviews, offering recognition for achievements or identifying areas requiring further development.
- Spearheaded initiatives aimed at improving the overall reputation of the company by consistently delivering exceptional customer support during high-pressure situations.
Senior Supervisor
Startek
02.2015 - 02.2016
- Ensured timely completion of projects through effective scheduling and prioritization of tasks based on urgency and importance.
- Optimized resource allocation, enabling the department to meet tight deadlines and achieve project goals.
- Strengthened cross-functional collaboration, leading to more cohesive teamwork and better overall results.
- Streamlined operations for improved efficiency, delegating tasks and setting clear performance expectations.
Team Leader
Transcom Worldwide
05.2013 - 02.2015
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Held weekly team meetings to inform team members on company news and updates.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Virtual Assistant
My Outdesk
02.2011 - 05.2011
- Monitored emails, organized inbox, and prioritized messages for supervisor.
- Conferred with customers by telephone, chat or email to provide information.
- Ensured client deliverables were met on time by closely monitoring deadlines and coordinating task completion across teams.
- Facilitated smooth operations with proficient data entry and document management for various projects.
Team Manager
TeleTech
Iloilo City
10.2009 - 1 2011
- Developed performance measurement strategies, identifying areas for improvement.
- Facilitated meetings to communicate team performance goals and results.
- Coordinated team collaboration to share ideas and build best practices.
- Analyzed team performance data to provide meaningful insights, enabling informed decision-making.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
Quality Assurance Specialist
TeleTech
Iloilo City
10.2008 - 10.2009
- Promoted a culture of continuous improvement within the organization by leading training sessions on various aspects of quality control methodologies.
- Mentored junior QA specialists, fostering a culture of continuous learning and professional growth.
- Analyzed quality and performance data to support operational decision-making.
- Fixed identified issues to increase productivity and boost workflows.
- Monitored product standards and quality-control programs.
Business Support - Training Assistant
TeleTech
Iloilo City
09.2008 - 10.2008
- Conducts training and assessments in the absence of the trainer
- Creating end of the day reports
- Reporting directly under a product trainer as an assistant
Customer Service Representative
TeleTech
Iloilo City
03.2008 - 09.2008
- Handled customer inquiries and suggestions courteously and professionally.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Education
Bachelor of Science - Psychology
University of San Agustin
Iloilo City, Province Of Iloilo, Philippines 04.2001 - 1 2013
Skills
Operations Management
Problem-Solving
Customer Service
Process Improvement
Staff Management
Performance reporting
Business Development
Planning and Implementation
Workflow Optimization
Client Relationships
Customer Relationship Management
Project Management
Personal Information
- Age: 38
- Date of Birth: 08/23/85
- Gender: Male
- Nationality: Filipino
- Marital Status: Married
- Religion: Roman Catholic
References
Available Upon Request
Timeline
Operations Manager
Startek
11.2018 - 04.2019
Escalations Supervisor
Startek
02.2016 - 11.2018
Senior Supervisor
Startek
02.2015 - 02.2016
Team Leader
Transcom Worldwide
05.2013 - 02.2015
Virtual Assistant
My Outdesk
02.2011 - 05.2011
Team Manager
TeleTech
10.2009 - 1 2011
Quality Assurance Specialist
TeleTech
10.2008 - 10.2009
Business Support - Training Assistant
TeleTech
09.2008 - 10.2008
Customer Service Representative
TeleTech
03.2008 - 09.2008
Bachelor of Science - Psychology
University of San Agustin
04.2001 - 1 2013
Operations Supervisor
Reed Elsevier Philippines
6 2019 - Current