Rowland Ross Poblete De Castro
Paranaque City
Summary
Experienced operations professional adept at streamlining processes and driving operational excellence. Known for fostering collaboration and consistently achieving organizational objectives. Bring reliability, adaptability, strong analytical and problem-solving skills, as well as expertise in operational strategy, project oversight, and productivity improvement. Comprehensive knowledge of resource management for efficient workflow. Proven track record in leading high-performing teams and implementing impactful process improvements. Dedicated to streamlining operations, reducing costs, and promoting organizational efficiency. Utilize independent decision-making and sound judgment to drive company success. Possess strong problem-solving abilities, a willingness to learn, and excellent communication skills. Ready to take on new challenges with dedication and enthusiasm to advance organizational objectives.
Overview
20
20
years of professional experience
Work History
Senior Operations Manager for Content Moderation
Teleperformance/ Majorel
07.2023 - Current
- Optimizes team performance by establishing, communicating and monitoring key performance indicators to identify opportunities for continuously improving reporting response time
- Fosters strong partnerships across the business by communicating with key stakeholders to solicit feedback on team performance and identify strategies for continuously improving reporting for business objectives
- Establish a high standard for productivity, quality, customer service as well as define user guidelines
- Develop company systems for customer interaction and voice response and control the implementation process
- Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
Business Owner and CEO
R&C Barbers Barbershop
11.2020 - Current
- R&C Barbers Barbershop(Heroes Barbers SM Sucat)
- ElRep R&C Foodcart Business(Lugaw Republic SM Sucat)
- Lions Den Fitness Gym(Multinational Village, Paranaque City)
Senior Account Manager for ATT ISM
Sutherland Global Services
07.2019 - 09.2020
- Manage day-to-day operations business, including performance, billing, and PNL
- Perform weekly and daily syncs with Operations Managers and Team Leads, as well as one on one coaching and development with TMs as needed
- Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions
- Meet with Senior Management and clients as needed to continue business growth
- Responsible for interviewing Operations Managers, Team Leads, and Quality Analysts
- You will also promote department culture
- Proven ability to scale operations, drive performance management, and foster employee retention
- Mainly responsible for making sure that KPIs are being met consistently and solving business problems through innovation
Senior Operations Manager for PayMaya
Sitel Philippines
07.2018 - 03.2019
- Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments
- Manage and improve center performance through performance monitoring, problem resolution, system audits and quality assurance measures
- Aid human resources department in recruitment process by interviewing potential hires and outlining clear job expectations
- Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses
- Summarize, collect and analyze call center trends and data for regular performance reports
- Oversee system maintenance and upgrade implementation
- Call for repairs and trouble shooting as needed
- Maintain consistent professional improvement through company provided workshops, tracking call center trends and active participation in team projects
Senior Operations Manager for IHG
IBM Business Services
01.2017 - 06.2018
- Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews
- Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations
- Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades
- Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
Senior Operations Manager for AT&T
Omniglobe International Philippines
11.2015 - 01.2017
- Oversees the operations of Finance Services activities, Customer Services and Sales, ensuring that service delivery is aligned with agreed SLAs
- Manages a performance enhancement culture by actively coaching and mentoring direct reports, providing regular feedback and developing employees for wider roles and responsibilities to foster professional growth and development
- Manages budgeted resources by anticipating expenditures, accurately forecasting resource needs/costs and properly accounting for expenses to meet requirements and achieve fiscal responsibility
Operations Manager for AT&T
Omniglobe International Philippines
01.2012 - 11.2015
- Identify projects / opportunities and solve them and impact measurable business objectives
- Re Engineer / Design solutions for existing processes with a focus on elimination of redundant work, enabling automation, standardization and sharing best practices
- Optimize existing business and implementing tangible business improvement benefits and realization
- Change management using standard methodologies – Operations Maturity development
- Document key achievements, problem solving and performance maximizing approaches
- Explore synergies between Consulting / Technology and Operations teams
- Monitor systems and provide ongoing feedback for continuous improvements to the leaders
Team Leader for PayPal
Motif Limited
02.2009 - 08.2011
- Manages Operations in an effort to increase the operational effectiveness of the center and to meet the client's needs including planning, assigning, and directing work
- Carries out management responsibilities in accordance with company's policies and any applicable federal and state laws
- These responsibilities include interpreting and enforcing company policies and safety regulations with Supervisors and Customer Service Agents
- Interviewing, hiring, and training of employees; appraising performance; rewarding and disciplining employee or client complaints and resolving problems, including resolution of work grievances or escalation of unsettled grievances to the Senior Manager or Site Director for action
- Works with Senior Manager/Site Director in the preparation of short and long range plans and budgets based on the corporate goals and growth objectives
- Maintains a sound plan of corporate organization
- Works with Human Resources to establish policies that will ensure adequate management development and to provide for management succession
- Establishes operating procedures consistent with the company policies & objectives and ensures their execution
- Develops and maintains a positive relationship with the client while evaluating and suggesting opportunities for growth of the business
- Evaluates the results of the operation regularly and systematically by analyzing reports, listening to calls taken, and working with other team members
- Performs other duties as assigned
Team Leader for T-Mobile
NCO Clark Philippines
02.2008 - 02.2009
- Maintain and stabilize head count through effective coaching and counseling, planning and strategizing
- Assist associates in fulfillment of goals through monitoring, constructive feedback, initial and on-going training, tracking and evaluating performances, and encouragement
- Develop, motivate and train associates in job proficiencies, product knowledge and changes
- Resolve associate and customer problems with total ownership for positive resolutions
- Establish/maintain quality standards to consistently reach corporate and center objectives
- Understand, forecast and establish action plans for achieving the KPI goals of the department/company
- Develop team approach and programs to instill a supportive and productive environment
- Understand and administer procedures regarding payroll, incentives, and all necessary reports in a timely and accurate manner
Senior Agent for PayPal
Sutherland Global Services
02.2007 - 02.2008
- Supervised 15 - 16 agents and managed the integration of the account's directives, policies, and procedures
- Monitored queue activities to ensure achievement of Service Level Metrics
- Conducted remote and desk-side call monitoring with each agent according to customer specific certification/re-certification policies
- Assisted in staff development towards agents' understanding of evaluation criteria and will ensure adherence to processes and quality-operations standards
- In charge of summarizing report data to drive fulfillment of customer and supplier goals
Management Apprentice
ePerformax Contact Centers
08.2006 - 07.2007
- Trained for Non-Agent positions
- Team Leader
- Quality Assurance Coach
- Workforce Management
- Training team
Tier 2 Community Support Representative
ePerformax Contact Centers
07.2004 - 02.2007
Education
Bachelor of Science - Nursing
De La Salle University
Dasmariñas, Cavite04.2004
Skills
- Operations Management
- Productivity Improvement
- KPI reporting
- Strategic Planning
- Operational Excellence
- Cost Reduction
- Forecasting
- Business Planning
- Hiring and Onboarding
- Data Analysis
- Performance Improvement
- Relationship Building
Nonbpoexperience
Business Owner and CEO, 11/01/20, Present, R&C Barbers Barbershop (Heroes Barbers SM Sucat), ElRep R&C Foodcart Business (Lugaw Republic SM Sucat), Lions Den Fitness Gym (Multinational Village, Paranaque City)
Timeline
Senior Operations Manager for Content Moderation
Teleperformance/ Majorel
07.2023 - Current
Business Owner and CEO
R&C Barbers Barbershop
11.2020 - Current
Senior Account Manager for ATT ISM
Sutherland Global Services
07.2019 - 09.2020
Senior Operations Manager for PayMaya
Sitel Philippines
07.2018 - 03.2019
Senior Operations Manager for IHG
IBM Business Services
01.2017 - 06.2018
Senior Operations Manager for AT&T
Omniglobe International Philippines
11.2015 - 01.2017
Operations Manager for AT&T
Omniglobe International Philippines
01.2012 - 11.2015
Team Leader for PayPal
Motif Limited
02.2009 - 08.2011
Team Leader for T-Mobile
NCO Clark Philippines
02.2008 - 02.2009
Senior Agent for PayPal
Sutherland Global Services
02.2007 - 02.2008
Management Apprentice
ePerformax Contact Centers
08.2006 - 07.2007
Tier 2 Community Support Representative
ePerformax Contact Centers
07.2004 - 02.2007
Bachelor of Science - Nursing
De La Salle University
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