Ronald Reagan Chan

• Spearheaded overall strategic direction, growth, and profitability of global BPO operations
• Developed and executed country-specific business plans aligned with global strategy
• Expanded market share through innovative business development initiatives. Grew headcount by 50%
• Managed P&L, overseeing revenue generation, cost management, and profitability
• Drove operational excellence through process improvement and technology adoption, including Generative AI
• Built and led high-performing teams to deliver exceptional services
• Ensured compliance with all local and international regulations
• Self-motivated, with a strong sense of personal responsibility.
• Excellent communication skills, both verbal and written.
• Proven ability to learn quickly and adapt to new situations.
• Skilled at working independently and collaboratively in a team environment.
• Worked well in a team setting, providing support and guidance.

• Provided strategic recruitment consulting for global companies, optimizing talent acquisition processes
• Conducted recruitment process audits and delivered coaching to enhance recruiter effectiveness.
• Mentored professionals on career development, resume optimization, and skill enhancement. 100% Mentees where able to land new jobs. Interview rate increased by 50%
• Delivered keynote speeches on Leading by example & data-driven leadership for career day.
• Managed client relationships through regular check-ins and updates on project progress.

• Directed profitability and sustainability for a shared services organization serving 2,000+ employees across 50+ hotel branches
• Optimized departmental structure to boost effectiveness and efficiency
• Implemented data-driven strategies to reduce employee turnover by identifying and addressing attrition root causes
• Enhanced strategic focus through improved KPI tracking and goal achievement

• Led a 600+-person center, achieving profitability and strategic goals across multiple regions
• Grew the center by 50%+ in FTE size from 2018 to 2020
• Increased Business Partner Satisfaction by 13% from 2017 to 2020
• Achieved 97% Employee Engagement Rating, exceeding the 89% target
• Exceeded P&L targets, managing a budget of €7.9 M
• Top Employer Certified for 2019 & 2020

• Achieved a 3.79%+ increase in Customer Satisfaction Survey scores from 2015 to 2016
• Increased Asia Pacific FTEs / GSC support by 100+ from 2015 to 2016
• Optimized operations by resolving DGF PH manual invoice backlog, closing two months’ billing in two weeks

• Achieved 200% growth in FTE size from 2013 to 2015
• Led successful migration of Canada DGF project to NFE
• Established strong relationships with key stakeholders and business partners

• Decreased vendor aging over 90 days by 96.5%, reducing reconciling items from $8 M to $300 K
• Increased efficiency by 30% on vendor programs turn-around time
• Improved SLA performance by 15%
• Reduced attrition rate by 40%

• Received People’s Manager Choice Award 2011
• Decreased aging defective inventory by 60%, from $2 M to $800 K
• Achieved the lowest attrition rate in I.M. Philippines for 2010 at 3%

Business Development Manager / Corporate Sales Manager, ECC International

August 2009 - May 2010

• Sold training and services to small business clients, generating ₱250,000 in a single training run

Operations Manager – Customer Service, Island Matters, Inc.

May 2007 - December 2008

• Spearheaded automation of customer service processes, achieving ₱3 M in savings

Portfolio Control Manager – Collections Account, Genpact

July 2006 - May 2007

• Achieved highest team collections of $4 M, resulting in 50% improvement in collections efficiency
• Maintained zero attrition during tenure

Shift Transition Leader / Assistant Manager, IBM

June 2005 - July 2006

• Achieved a 95% transition success rate for a start-up international telecom BPO account.
• Ranked in the top 20% in the team leader stack ranking.
• Recognized as the best inbound sales team out of 60 teams.

Team Leader – Sales Account, ICT Marketing Services

April 2004 - June 2005

• Promoted to Team Leader after two months.
• Ranked #1 in sales and a consistent top seller.

Customer Service Representative, kgb

2002 - 2003

• Provided directory assistance, handling 500–800 calls daily.