Summary
Overview
Work History
Education
Skills
Timeline
Generic
Roman Bor

Roman Bor

Quezon City

Summary

Dynamic and results-driven professional with over 14 years of experience in operations management, coaching, and customer service. Proven ability to develop high-performing teams, drive productivity, and foster career growth through strategic feedback and development initiatives.

Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.

Overview

13
13
years of professional experience

Work History

Operations Manager, Customer Experience

Afni Philippines
06.2024 - Current
  • Oversee operational performance and align team goals with production KPIs.
  • Participate in leadership development programs and mentor rollout preparation.
  • Oversaw daily operations, ensuring timely completion of tasks while maintaining exceptional quality standards.
  • Established performance metrics to track progress, identify trends, and inform data-driven decision-making processes.
  • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives.
  • Worked closely with senior leadership to define long-term operational strategies designed for scalable growth.

Project Coach

Learning Lab
10.2020 - 06.2024
  • Managed Learning Lab classes during nesting phase.
  • Delivered coaching, feedback, and escalated call handling.
  • Scheduled mentor activities and evaluated coaching effectiveness.
  • Attended weekly business reviews and client coaching sessions.

Internal Help Desk
09.2020 - 10.2020
  • Provided real-time support and escalated call resolution.
  • Facilitated skill transfer and coaching during Learning Lab.

Customer Care & Sales Representative

Customer Care & Sales
09.2019 - 09.2020
  • Delivered exceptional customer service and resolved client issues.
  • Promoted positive customer experiences and loyalty.

Team Leader

EDJ Source Philippines
03.2018 - 09.2019
  • Led daily, weekly, and monthly performance reviews.
  • Conducted coaching sessions and handled customer escalations.
  • Managed credit, collections, and billing operations.
  • Generated financial reports and monitored customer credit lines.

Collections Specialist

Transworld Systems Inc.
04.2016 - 03.2018
  • Tracked overdue accounts and negotiated debt settlements.
  • Maintained accurate records and skip tracing.
  • Coordinated with attorneys and processed insurance claims.
  • Resolved billing issues and processed payments/refunds.

Team Leader

Teleperformance Philippines
12.2012 - 03.2016
  • Supervised sales reservation executives and evaluated call quality.
  • Delivered real-time coaching and feedback.
  • Led weekly business reviews and implemented action plans.
  • Managed call volumes and collaborated with convention services.

Education

Practical Nursing -

St. Augustine School of Nursing
01.2008

Skills

  • Leadership & Team Development
  • Coaching & Performance Evaluation
  • Strategic Planning & KPI Management
  • Customer Experience & Escalation Handling
  • Communication & Conflict Resolution
  • Process Improvement & Training Facilitation
  • Problem-solving
  • Operations monitoring
  • Operational efficiency

Timeline

Operations Manager, Customer Experience

Afni Philippines
06.2024 - Current

Project Coach

Learning Lab
10.2020 - 06.2024

Internal Help Desk
09.2020 - 10.2020

Customer Care & Sales Representative

Customer Care & Sales
09.2019 - 09.2020

Team Leader

EDJ Source Philippines
03.2018 - 09.2019

Collections Specialist

Transworld Systems Inc.
04.2016 - 03.2018

Team Leader

Teleperformance Philippines
12.2012 - 03.2016

Practical Nursing -

St. Augustine School of Nursing

Similar Profiles

CREATE PROFILE
Roman Bor