GIMP
Sherwin Bentir
Operations Manager
Summary
Dynamic Operations Manager with a proven track record at Concentrix, excelling in performance monitoring and staff management. Enhanced employee retention through a positive work culture and targeted coaching, while implementing data-driven strategies that improved KPIs. Skilled in problem-solving and process improvement, consistently delivering high productivity within financial constraints.
Overview
10
10
years of professional experience
Work History
Operations Manager
Concentrix
08.2021 - Current
- Conducted bi-weekly performance reviews, discuss areas for improvement and execute action plans to address them.
- Supervised team leaders and kept game changers to be compliant with company policies and procedures.
- Analyzed data trends to identify potential agent gaps in call flow, implementing strategies to mitigate risks accordingly.
- Analyzed and reported on key performance metrics to senior management and client visits.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Managed financials effectively, consistently deliver high productivity and within financial constraints.
Team Leader
Concentrix
03.2016 - 08.2021
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored high potential agents, helping them develop their leadership potential and advance in their careers.
- Led Carelab agents to execute trial projects on time, within budget, and discuss with client all outcomes and financial impact savings.
- Facilitated culture of continuous improvement, encouraging feedback and innovative solutions from all team members.
- Mentored Subject Matter Experts (SME) to achieve site target and performance, helping them develop their leadership potential and advance in their careers.
Resolution Specialist
Concentrix
09.2015 - 03.2016
- Assisted agents in navigating challenging situations by sharing expertise and offering guidance when requested or needed.
- Handled escalated calls calmly and professionally, ensuring that even highly dissatisfied customers felt heard and supported throughout the process.
- Analyzed root causes of recurring issues then recommend preventive measures to improve KPIs.
- Act as a team OIC as needed to ensure complete attendance and targets are consistently achieved.
Education
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
Pasay, Metro Manila, Philippines 04.2001 -
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
04.2001 -
Skills
Operations management
Problem-solving
Customer service
Performance monitoring
Staff management
MS office
Data analysis
KPI tracking
Decision-making
Process improvement
Team leadership
Planning and implementation
Software
MS Office
Wondershare Filmore
Interests
Basketball
Movies
Out of town trips
Timeline
Operations Manager
Concentrix
08.2021 - Current
Team Leader
Concentrix
03.2016 - 08.2021
Resolution Specialist
Concentrix
09.2015 - 03.2016
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
04.2001 -
Bachelor of Science - Industrial Engineering
Mapua Institute of Technology
04.2001 -