Ronila Castillo
Operations Manager
Muntinlupa City
Summary
Collaborative leader with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Overview
14
14
years of professional experience
7
7
years of post-secondary education
Work History
Operations Manager
TSA Group Philippines
07.2023 - Current
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Handled staff training initiatives aimed at upskilling the workforce to meet dynamic industry demands.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Identified and resolved unauthorized, unsafe, or ineffective practices.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
COMMUNITY MANAGER (SALES AND SERVICE)
24]7 CUSTOMER PHILIPPINES INC.
07.2021 - Current
- Handle escalations on billing, payment and complaints
- Troubleshoot agent and team performance
- Client Metrics - NPS, IR, Credits, Concurrency, Handle time, Quality
- Analyze and monitor data to come up with action plans
- Provide objective and specific coaching and feedback related to metric performance
- Facilitate refresher sessions and calibration
- Manage team engagement and attrition
- Developmental plan for agents and succession planning.
Team Lead (Australian Telco Collections - Voice)
24]7 Customer Philippines Inc.
01.2017 - 01.2021
- Assisted billing concerns for Australian Telco users
- Assisted in protecting accounts of customers due to domestic violence
- Protects it's revenue by conducting credit investigation.
Collections Service Agent
24]7 Customer Philippines Inc.
01.2014 - 01.2017
- Sutherland Global Services
- Technical Support Representative: Dec 2008 to April 2010
- Expert in handling customers universal concern
- Troubleshoots and fix issues with landline, internet and mobile network issue
- Customer Service Representative: April 2008 to Dec 2008
- Handling concern of customers managing their tax payments and loans.
Customer Service Agent / Gradbay Coach
24]7 Customer Philippines Inc.
01.2010 - 01.2014
- Assisted billing concerns for USTelco users
- Voice platform (postpaid mobile users - VOC surveys)
- Chat platform (postpaid, prepaid and broadband users)
- Metrics - NPS, IR, Credits, Concurrency, Handle time, Quality
- Assisting training in developing new hires before endorsing to production.
Education
College Undergraduate - Hotel and Restaurant Management
Makati Polytechnic Community College
Makati City, Metro Manila 01.1990 - 04.1992
Secondary School -
Makati Polytechnic Community College
Makati City, Metro Manila 01.1986 - 04.1990
Skills
Process Improvement
undefinedSenior Team Leader
2 years of experience in handling leaders and facing clients
4 years of experience in handling agents and representatives, Data Analysis, Find business/brand opportunities, Client Presentation, Troubleshooting Performance, Coaching and people Development Team, Engagement/Incentive planning, League of the most valuable performer awardee (2012, 2017, 2018, 2019 and 2021), Elite performer 2017 to 2021, Data Analysis, Find business/brand opportunities, Client Presentation, Troubleshooting Performance, Coaching and people development, Team Engagement/Incentive planning, 247 Coaching - 2017, 4DXi - June 2018, Leadership EQ - November 2018, Managing Change within the Team - 2019
References
- Apolonio Caruncho Jr, 09178428494
- Saraah Santos, 09189639650
- Luis Torres, 09178515464
- Venise Wabinga, 09190054645
Timeline
Operations Manager
TSA Group Philippines
07.2023 - Current
COMMUNITY MANAGER (SALES AND SERVICE)
24]7 CUSTOMER PHILIPPINES INC.
07.2021 - Current
Team Lead (Australian Telco Collections - Voice)
24]7 Customer Philippines Inc.
01.2017 - 01.2021
Collections Service Agent
24]7 Customer Philippines Inc.
01.2014 - 01.2017
Customer Service Agent / Gradbay Coach
24]7 Customer Philippines Inc.
01.2010 - 01.2014
College Undergraduate - Hotel and Restaurant Management
Makati Polytechnic Community College
01.1990 - 04.1992
Secondary School -
Makati Polytechnic Community College
01.1986 - 04.1990
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