Richmond Sanidad
Laoag, Province Of Ilocos Norte
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
12
12
years of professional experience
Work History
Client Partnership Manager
Athena
01.2025 - Current
- Managed client onboarding processes to ensure smooth transitions and immediate engagement with services.
- Conducted regular needs assessments with clients to tailor partnership offerings, enhancing satisfaction and retention.
- Facilitated communication between clients and internal teams to streamline service delivery and address concerns promptly.
- Developed comprehensive partnership proposals, utilizing insights from market research to align with client objectives.
- Implemented strategies to improve client feedback integration, resulting in actionable insights for service improvements.
- Led cross-functional collaboration initiatives to enhance service delivery effectiveness and client engagement.
- Ensured contract compliance by reviewing agreements and maintaining open lines of communication with stakeholders.
- Trained team members on best practices for client relationship management, fostering a customer-centric culture.
- Created and managed partnership performance dashboards to track key metrics and inform strategic adjustments.
- Negotiated terms and conditions of partnership contracts, balancing client needs with company objectives.
- Conducted regular business reviews with partners to assess progress against goals, adjusting strategies as needed to drive success.
- Tracked and analyzed partnership performance data to identify areas for improvement and drive strategic initiatives.
- Led team of 15 Executive Partners to cultivate relationships with internal groups and current and potential partner organizations.
- Led team to meet 1.08 Churn% of partnership churn goals.
Service Delivery Ops Specialist (Operations Manager)
Accenture
04.2020 - 01.2025
- Provided strategic leadership and daily oversight for call center operations and customer service delivery teams.
- Delivered consistent achievement of KPIs in service quality, call handling time, upsell conversion, and customer satisfaction.
- Implemented best-practice frameworks in coaching, QA, workforce management, reporting, and performance management.
- Led weekly performance calibrations and training alignment based on reviewed call data and behavioral trends.
- Strengthened call discipline by improving response time, availability, and adherence to training and follow-up protocols.
- Trained and mentored team leads and frontline agents, ensuring consistent, high-impact customer interactions.
- Partnered directly with clients (e.g., Nature’s Energy) to develop scalable process improvements and resolve escalations.
Account Manager (Operations Manager)
Sutherland
01.2019 - 04.2020
- Developed and executed action plans to address operational inefficiencies, performance gaps, and staffing requirements.
- Oversaw scheduling, leave management, and workforce planning to ensure full coverage during peak periods.
- Led change management initiatives, including leadership transitions and operational restructures.
- Produced accurate KPI dashboards and team performance reports to monitor call outcomes and process health.
- Maintained strong team morale, accountability, and coaching culture to drive continuous performance.
- Facilitated coaching interventions and improvement plans to raise team-wide quality and resolve issues proactively.
Revenue Manager
Alorica Teleservices Inc.
11.2018 - 01.2019
- Own site level communications to ensure information coming from T-Mobile is cascaded to the front line in a timely manner.
TCC Manager
Sutherland
09.2018 - 11.2018
- Inspects TCC classes and ensures every class runs TCC the T-Mobile way by using the TCC materials as instructed in the Fundamentals Toolkit.
- Creates a report about the inspection and data analysis as well to improve performance.
- Devices materials for supplemental for TCC classes depending on the need of the class.
- Onboards new coaches and leaders on the TCC materials and the site action plans.
- Facilitates erudite program for new mentors.
Product Trainer
Alorica Teleservices Inc.
10.2013 - 09.2018
- Interprets instructional materials to be discussed to new hire classes.
- Ensure improvement in terms of performance of new hires.
- Prepares data for coaching and feedback
- Takes escalation process both on call and back-office works
- Evaluates performance of all representatives in the team to ensure performance improvement.
- Presents the new hire performance to operations
- Ensures efficient knowledge transfer and evaluates learners to adapt to their learning styles.
Team Manager
Alorica Teleservices Inc.
10.2013 - 09.2018
- Manages a team of 15 representatives in terms of their pay.
- Takes escalation processes both on call and back-office works.
- Evaluates performance of all representatives in the team to ensure performance improvement.
- Prepares data for coaching and feedback.
- Provides real-time support to representatives while on the call with customers.
Education
Bachelor of Arts - English Language
Divine Word College of Laoag
Laoag City, Ilocos Norte04.2013
Skills
- Client Relations
- English
- Key Performance Indicator Management
- Operations Management
- Performance Improvement
- Profit & Loss Management
- Strong Communication Skills
- Tagalog
- Growth strategies
- Negotiation
- Process development
- Stakeholder management
- Customer relationship management
- Negotiation and conflict resolution
- Training and development
Timeline
Client Partnership Manager
Athena
01.2025 - Current
Service Delivery Ops Specialist (Operations Manager)
Accenture
04.2020 - 01.2025
Account Manager (Operations Manager)
Sutherland
01.2019 - 04.2020
Revenue Manager
Alorica Teleservices Inc.
11.2018 - 01.2019
TCC Manager
Sutherland
09.2018 - 11.2018
Product Trainer
Alorica Teleservices Inc.
10.2013 - 09.2018
Team Manager
Alorica Teleservices Inc.
10.2013 - 09.2018
Bachelor of Arts - English Language
Divine Word College of Laoag
PROJECTS
Project Upskills – T-Mobile Gencare and Team of Experts, Upskilling courses and modules designed to develop and nurture positive behaviors that aid in performance improvement and leadership coaching styles and processes Provides help in building customer’s trust and confidence to the account (T-Mobile) by listening, empathizing, suggesting and providing effective resolution to every customer encountered over the phone. Takes care of customer requests as well as inconveniences
AWARDS & SCHOLARSHIPS
Top Operations Manager - Quarter Accenture Inc. 2025-04, Top Operations Manager - Quarter Accenture Inc. 2025-04, TOP Cluster Manager Sutherland BGC 2020-02, TOP Team Manager Alorica Ilocos Norte 2015-04, TOP PRODUCT TRAINER - 2 CONSECUTIVE QUARTERS Alorica Makati