RONALD L. GATAB
Operations Director
San Pablo City, Laguna
Summary
Versatile Operations Director with successful track record in managing operations, vendor performance, quality assurance, customer experience, account management, client services, and project management for different verticals like customer care, technical support, complaints handling, sales, back-office management, and social media advertising.
Experienced in partnering with top industry players in Telecommunications companies in the USA, Philippines, and Australia and Social Media Advertisers globally.
Overview
12
12
years of professional experience
4
4
years of post-secondary education
Work History
Operations Director
TDCX Philippines
Pasig City
01.2023 - Current
Senior Operations Manager II
TDCX Philippines
12.2019 - 01.2023
- Successful management of 250+ employees
- Responsible for driving key metrics improvements such as SLA, AHT, and Resolution in Contact Center supporting English-speaking Social media advertisers globally through multi-channel set up such as chat, email and outbound calling.
- Resolved problems, improved operations and provided exceptional service.
Client Relationship Manager
Shore Solutions Inc
07.2019 - 11.2019
- Responsibilities include developing strong relationships with customers both internal and external, to ensure program and business success
- Working directly with business owners and leaders from various-sized companies including start-ups and Fortune 500 companies
- Part of a multicultural team that is constantly developing creative & new ideas to improve customer relationships and drive business growth.
Client Services / Account / Service Delivery Manager
Teleperformance Philippines
01.2016 - 06.2019
- Extensive experience in managing over 600 FTEs (full-time employees) including team leaders and managers, across 14 programs in multi-site operation with over Ph 22M monthly revenue supporting different verticals such as Customer Care, Technical Support, Sales, Complaints, and Back-office.
- Advised clients on methods, technologies, process improvements and training that would increase overall business potential.
- Maintained proper staffing levels to guarantee timely and accurate deliveries.
Customer Experience Manager
Teleperformance Philippines
09.2014 - 12.2015
- Lead contributor to over 400 processes and workflow improvement, people capability development, tools, and system enhancement that drove over AUD 800k of annualized cost savings for the client.
Operations Support
Globe Telecom
12.2013 - 08.2014
- Managed third-party vendor performance from a back-office perspective in improving the quality of sales leads to the back-office team
- Directed Sales Back Office performance by providing work structure for Operation to increase productivity and improve quality of work.
- Collaborated with operations team to provide excellent customer service and foster positive work environment.
Assistant Contact Center Manager
Teleperformance
10.2011 - 11.2013
- Oversee management of the Contact Center Operation (with over 1500 full-time employees) to ensure that the Program delivers its objectives in terms of efficiency, quality, and cost against an agreed financial budget
- Manage program operation on a day-to-day basis, including but not limited to TOPS (company-specific coaching methodology) compliance, staff training, and ensuring that the customer is served within the agreed level of service.
Education
Bachelor of Science - Information Technology
Laguna State Polytechnic University
San Pablo City Laguna 06.2002 - 04.2006
Skills
Contact Center Operationsundefined
Affiliations
Certified COPC CX Implementation Leader (Release 6.2)
December 2020, TDCX Philippines
Timeline
Operations Director
TDCX Philippines
01.2023 - Current
Senior Operations Manager II
TDCX Philippines
12.2019 - 01.2023
Client Relationship Manager
Shore Solutions Inc
07.2019 - 11.2019
Client Services / Account / Service Delivery Manager
Teleperformance Philippines
01.2016 - 06.2019
Customer Experience Manager
Teleperformance Philippines
09.2014 - 12.2015
Operations Support
Globe Telecom
12.2013 - 08.2014
Assistant Contact Center Manager
Teleperformance
10.2011 - 11.2013
Bachelor of Science - Information Technology
Laguna State Polytechnic University
06.2002 - 04.2006
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