Hi, I’m
Ronica Jam Baluso
Operations Manager
Angeles City, Province Of Pampanga
Every problem is a gift—without problems we would not grow.
Tony Robbins
Work Preference
Summary
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
16
years of professional experience
Work History
Iqor Philippines
Operations Manager
02.2019 - Current
Job overview
- Streamlined operational workflows by implementing process improvements, resulting in enhanced efficiency across the team.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Established positive and effective communication among customer service representative and organization leadership, reducing miscommunications, and missed deadlines.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
StarTek
Specialist Representative
03.2013 - 02.2019
Job overview
- Delivered exceptional customer support through effective communication, enhancing customer satisfaction and loyalty within a fast-paced environment.
- Managed and prioritized a high volume of incoming calls, ensuring timely responses that minimized wait times and improved customer engagement.
- Handled escalated calls professionally by remaining calm under pressure while working towards mutually agreeable resolutions for all parties involved.
- Improved customer satisfaction by actively listening to concerns and providing timely resolutions.
- Enhanced client retention rates by building strong relationships through consistent communication and followups.
Sutherland Global Services
Customer Service Representative
11.2009 - 06.2012
Job overview
- Resolved complex customer inquiries through active listening and problem-solving, enhancing customer satisfaction and loyalty.
- Mentored new team members on best practices and company policies, fostering a collaborative work environment.
- Responded to customer requests for products, services, and company information.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Enhanced customer satisfaction by efficiently addressing and resolving inquiries through chat support.
Education
Asian Institute of E-Commerce CollegeAngeles City, Province Of Pampanga, Philippines
Associate Degree from Information Technology
05.2001
Angeles City National Trade SchoolAngeles City, Province Of Pampanga, Philippines
High School Diploma
05.2001
Gueco Balibago Elementary SchoolAngeles City, Province Of Pampanga, Philippines
No Degree from Elementary
05.2001
Skills
Team leadership
Personal information
Nickname: Nica
Birthday: March 11, 1991
Place of birth: Mabalacat City, Pampanga
Gender: Female
Nationality: Filipino
Religion: Born Again Christian
Referrence
Felix Iringan
Director Operations
9193162597
Cristy Gavino
Director Operations
9954822499
Hazel Ann Mallari
Senior Operations Manager
9209556848
Availability
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Languages
English
Advanced (C1)
Timeline
Operations Manager
Iqor Philippines
02.2019 - Current
Specialist Representative
StarTek
03.2013 - 02.2019
Customer Service Representative
Sutherland Global Services
11.2009 - 06.2012
Asian Institute of E-Commerce College
Associate Degree from Information Technology
05.2001
Angeles City National Trade School
High School Diploma
05.2001
Gueco Balibago Elementary School
No Degree from Elementary
05.2001