Sophia Onday
Marikina City
Summary
Dynamic and results-driven Senior Manager with extensive experience in service excellence and operational strategies. Demonstrates a strong commitment to driving improvement initiatives and enhancing customer relationships. Eager to contribute a wealth of analytical skills and a collaborative spirit to foster a culture of integrity and accountability. Passionate about achieving organizational goals and delivering exceptional customer experiences while navigating operational risk challenges effectively.
Overview
23
23
years of professional experience
Work History
Senior Delivery Manager
Aeven Philippines, Inc. (formerly NNIT Philippines, INC.)
7 2022 - 09.2024
- Overall responsible for end-to-end delivery of contractual obligations and strategic focus is on consistent service improvement to maintain company’s profitability and cost-effectiveness
- Customer’s Single Point of Contact (SPOC) on the Identity and Access Management system, leading the delivery and support teams from Central Europe and the Philippines in the day-to-day operational activities for the #1 global Pharmaceutical and Life Sciences leader
- Provides insights on value adding services by collaborating with multiple stakeholders
- Oversees agile development of system to fully support the customer’s scalability program for maximum growth
- Refines service delivery processes and establishes new procedures to align the delivery team for consistency of service
- Collaborates with the whole delivery team to ensure processes are effective and cost efficient
- Collaborates with the different Support Units in facilitating feedback mechanism to identify and plan improvement initiatives to elevate the business
- Facilitate Improvement plan on corrective and preventive actions
- Make recommendations for improving quality of service and reducing the overall cost through automation
- Ensures contract-fulfillment, and leads and engages in an account dialogue, covering existing contracts, ongoing and future improvement and service initiatives
- Manages risks and improvement activities as well as contractual initiatives (additional services and renewal)
- Manages Leadership Development through various in-house and external trainings and practical application of acquired knowledge
- Manages client interface and communication to ensure initiatives are not just strategic but adhere to legal and regulatory standards
- Involved in acquiring new talent to ensure not just right-staffing but are the best fit for the role of analysts and consultants
- Interacts with training team to address future and current needs based on identified trends
- Work hands-on to effectively coach and develop Team Leaders on both organizational metrics and in their personal development to meet client-set goals, front liners are highly motivated and qualified employees are retained.
Senior Manager, Quality, Insights & Analytics
Teletech
04.2019 - 07.2022
- Responsible for Insights Delivery for 25 lines of business
- Focused on designing and developing programs and processes intended to help the organization analyze and understand data which drives performance to meet operational targets
- Implements strategies to ensure a consistent measuring and monitoring of solutions effectiveness is in place
- Reviews and drives quality management processes
- Refines quality delivery processes and establishes new procedures to align the service delivery team and all support functions
- Advocated integration of Root Cause Analysis to provide actionable insights to operations team
- Provides strategic, functional, technical and process leadership to ensure alignment of all delivery and support groups to meet goals
- Partners with internal & external stakeholders to ensure consistent and continuous execution of actionable insights, drive business performance, utilize the proper resource allocation to ensure business needs are met
- Managed the transformation of the Quality Assurance team to the Insights Delivery model, veering away from the traditional checklist-type of auditing to a strategic process of focusing to address a specific metric to gain more impact in operations’ performance
- Modified, developed and proposed Quality models as necessary based on dynamic training requirements and changing business needs
- Ensures an engaged group of individuals through regular coaching and timely delivery of feedback for managers, team leaders and senior quality specialists
- Manages Leadership Development through various in-house training and practical application of acquired knowledge
- Continuously collaborated with Operations and Training in identifying and driving processes and program improvement initiatives to constantly elevate standards and address opportunities of agents and the program as a whole
- Trains operations and support groups on creating value-adds by means of Customer Journey Maps and digital solutions.
Service Delivery Manager
Cognizant Technology Solutions
12.2014 - 10.2018
- Oversees overall delivery of service to meet daily service level agreements
- Refines service delivery processes and establishes new procedures to align the delivery team for consistency of service
- Collaborates with the whole delivery team to ensure processes are effective and cost efficient
- Collaborates with the different Support Units in facilitating feedback mechanism to identify and plan improvement initiatives to elevate the business
- Manages Leadership Development through various in-house training and practical application of acquired knowledge
- Manages client interface and communication to ensure initiatives are not just strategic but adhere to legal and regulatory standards
- Involved in acquiring new talent to ensure not just right-staffing but are the best fit for the role of first level support analysts
- Interacts with training team to address future and current needs based on identified trends
- Work hands-on to effectively coach and develop Team Leaders on both organizational metrics and in their personal development to meet client-set goals, front liners are highly motivated and qualified employees are retained.
Fraud and Risk Service Excellence and Training Manager
De Janeiro Global BPO Solutions Inc.
11.2013 - 08.2014
- Introduced Quality Management and Training concepts to the Fraud and Risk Department, from New Hire Training up to Leadership Development Training
- Conducted Risk and Business Process Assessments which led to identification of problem areas
- Created Service Excellence and Training team for Global Fraud and Risk
- Created Quality Model which included targeting Culture Modification
- Managed Leadership Development of the Fraud and Risk Leaders through on-boarding leadership training
- Started Process Inventory and Documentation through Quality Management Systems
- Collaborates with Operations’ management in facilitating feedback mechanism on how the Service Excellence team can best introduce improvement initiatives and elevate the business
- Encouraged independence from Work Force group through the introduction of basic realtime reports generation and tracking
- Check quality of work to ensure accuracy, thoroughness, and professionalism
- Ensure the availability and upkeep of the transaction monitoring equipment / tools, materials and facility for the Quality team
- Introduced Call Quality Monitoring, Call Listening Sessions and Led calibration, monitoring and operational team meetings as appropriate to ensure understanding of program and operations needs
- Created anti-Fraud training modules and ensured department compliance to Business Rules and Regulations for Canada and the US
- Initiated first formal (classroom) training for new hires
- Integrated Grammar and Soft Skills training in the Product Specifics Training Curriculum
- Conducted Training Needs Analysis and Post Implementation Reviews after every technology and marketing enhancements.
Quality Manager
24/7 Customer Philippines Inc.
09.2009 - 11.2013
- Managed the Quality Management needs of all 16 programs of an Australian Telco ranging from sales to technical support teams
- Modified, developed and proposed Quality models as necessary based on dynamic training requirements and changing business needs
- Communicated Program and Product updates regularly to enhance training support and identify key areas requiring modification
- Conducted Post Implementation reviews in collaboration with training team
- Managed the transition of the Quality and Compliance team to the Operations’ umbrella to ensure operational goals’ such as Customer Satisfaction, Efficiency and Quality are met through a strong foundation in Compliance
- Participated in strategy development for overall success of the business, including departmental strategic planning sessions to support the continuous upkeep of the Quality Department
- Managed the overall Quality Assurance team to ensure compliance to client and operations specific requirement
- Collaborated with Operations’ management in facilitating feedback mechanism on how the Compliance team can best support in achieving operational targets
- Continuously collaborated with Operations and Training in identifying and driving processes and program improvement initiatives to constantly elevate standards and address opportunities of agents and the program as a whole
- Assisted in the development of the transaction monitoring processes to be more operations-friendly
- Provide reporting and analysis of problems relating to quality, efficiency, non-conformance and other major discrepancies with operations and support counterparts
- Lead and complete process improvements to address concerns impacting service level agreements with client and operations
- Provide monthly feedback and coaching to all direct reports
- Check quality of work to ensure accuracy, thoroughness, and professionalism
- Ensure the availability and upkeep of the transaction monitoring equipment / tools, materials and facility for the Quality team
- Lead calibration, monitoring and operational team meetings as appropriate to ensure understanding of program and operations needs
- Active member of the Faculty program for Leadership Development trainings
- Created training programs and modules for the Quality Department Leadership group.
Operations Manager
24/7 Customer Philippines Inc.
10.2008 - 09.2009
- Responsible for overseeing overall operations of the account to meet daily targets such as service level, AHT, transfer rate, absenteeism, quality and customer satisfaction scores to achieve client satisfaction
- Continuous interface with the clients to address operational issues and devising ways to streamline them to ensure client demands are met
- Utilized available resources to put together analyses of performance results and implemented department improvements
- Planned for upcoming organizational needs and implemented strategies in a proactive manner
- Collaborated with different support departments to ensure adherence to operational and quality standards, and training needs are met and staffing strategies are effectively executed
- Worked hands-on to effectively coach and develop Team Leaders on both organizational metrics and in their personal development to meet client-set goals, front liners are highly motivated and qualified employees are retained
- Monitored employee appraisals, retention, career progression & rewards and recognition.
Operations Manager
Teleperformance (Telephilippines)
08.2007 - 09.2008
- Spearheaded planning and implementation of start up credit card sales for world-renowned financial institution
- Participated in regular and non-scheduled Compliance reviews and audits covering major aspects of banking systems and regulatory laws
- Launched second Customer Service-only based outsourced program for same financial institution
- Conducted
- Responsible for overseeing overall operations of the account to meet daily targets
- Continuous communication with the clients and ensuring client demands are met during training and in operations
- Delivered accurate, timely and complete reports
- Initiated regular conference calls with clients to address operational issues and devising ways to streamline them
- Analyzed performance results and implemented department improvements
- Plans for upcoming organizational needs and implements strategies in a proactive manner
- Works with support departments to ensure adherence to Quality standards, training needs are met and staffing strategies are effectively executed
- Works to ensure high employee satisfaction and retention of qualified employees in the campaign
- Monitors employee appraisals, retention, career progression & rewards and recognition.
Campaign Manager
Havenlink Solutions Inc.
07.2006 - 05.2007
- Responsible for the overall operations of the campaign
- Ensured all campaigns operate efficiently according to client and company measures
- Ensured accuracy, timeliness and completion of reports, and acknowledgements being sent to the client
- Analyzed performance results and implements department improvements
- Planned for upcoming organizational needs and implements strategies proactively
- Worked with support departments to ensure adherence to Quality standards, meeting training needs, and effective execution of staffing strategies
- Endeavored to ensure high employee satisfaction and retention of qualified employees in the campaign
- Handled module development and trained provincial agents during Communications Training.
Team Leader
Convergys Philippines Services
05.2005 - 07.2006
- Handled an Outbound Sales account for a telematics-related equipment for one of the leading car manufacturers in the USA
- Upheld the company values and uses them as a guideline in achieving account goals
- Provided leadership, support and guidance to Customer Service Representatives (CSRs) in achieving and maintaining the productivity targets identified by the clients
- Coordinated and monitored the reporting of agent/program statistics in a timely manner
- Developed frontline staff by active coaching and mentoring, providing timely identification, and response to CSR performance needs and issues
- Ensured schedule adherence and maximum productivity for clients.
Team Captain
Ambergris Solutions Inc
12.2004 - 04.2005
- Handled Sales segment of one of the leading computer manufacturer in the USA for five (5) months
- Provided leadership, support, and guidance to Customer Service Representatives (CSRs) in achieving and maintaining the productivity targets identified by the clients
- Coordinated and monitored the reporting of agent/program statistics in a timely manner to relevant Operations Managers
- Developed frontline staff by active coaching and mentoring, providing timely identification, and response to CSR performance needs and issues.
Program Coordinator
TeleTech Customer Resources Management
09.2003 - 06.2004
- Led launch and implementation of a major US-based credit card company
- Supervised Technical Support team for a USA-based telecommunications firm, which handled porting of mobile accounts in connection with the US Telecommunications Act of 1996
- Supported training personnel with transitioning agents from training to the operational floor
- Facilitated Team Leaders Training and Development.
Substitute Teacher/Class Adviser/Club Moderator
St. Scholastica’s Academy Marikina
04.2003 - 07.2003
- Teaches Health subject to all 3rd and 4th Year level High School students
- Creates Lesson Plans for a systematic discussion of each health topic
- Handles homeroom discussions for a 3rd Year level section
- Guides and gives advise on club activities for the Red Cross Youth Organization.
Technical Support Representative
Etelecare International Inc.
09.2001 - 04.2003
- Part of the Matrix Program’s first 100 TSRs, which handles technical support concerns for customers of one of the most renowned computer manufacturer based in the USA
- Utilizes sound problem-solving and decision-making in resolving hardware and software issues of customers
- Ensures that the Customer Service values are integrated and observed in day to day call-handling.
Store Supervisor
The Body Shop
10.2001 - 05.2002
- Ensures quality customer service is rendered by the sales staff in various store procedures
- Implements the store's system of best selling practices
- Responsible for attaining the daily, weekly and monthly sales target of the assigned branch
- Assigns of daily rotation of tasks of Sales Advisors
- Implements store protocols, ensuring maintenance of high standards of quality for security of company assets
- Trains the personnel of TBS Galleria, Megamall and Shangri-la Plaza for product knowledge updates
- Supports community projects, campaigns, special promotions and issues backed by The Body Shop Philippines
- Coordinates memos and directives from management to sales staff and OICs
- Co-facilitates quarterly inventory of stocks.
Education
BS Nursing -
College of Nursing, University of Santo Tomas
Skills
Self-Awareness
Accomplishments
Zeroed-out ticket backlog, decreased critical incidents , received a Satisfactory + score in a client audit and landed multiple high-value projects by engaging and enforcing collaborative management between multiple teams and the customers, to address a myriad of issues faced by the business with a newly-built, highly customized identity and access management system through the introduction of reporting and analysis and risk management, provision of actionable insights, change management, open communication and performance management.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Senior Manager, Quality, Insights & Analytics
Teletech
04.2019 - 07.2022
Service Delivery Manager
Cognizant Technology Solutions
12.2014 - 10.2018
Fraud and Risk Service Excellence and Training Manager
De Janeiro Global BPO Solutions Inc.
11.2013 - 08.2014
Quality Manager
24/7 Customer Philippines Inc.
09.2009 - 11.2013
Operations Manager
24/7 Customer Philippines Inc.
10.2008 - 09.2009
Operations Manager
Teleperformance (Telephilippines)
08.2007 - 09.2008
Campaign Manager
Havenlink Solutions Inc.
07.2006 - 05.2007
Team Leader
Convergys Philippines Services
05.2005 - 07.2006
Team Captain
Ambergris Solutions Inc
12.2004 - 04.2005
Program Coordinator
TeleTech Customer Resources Management
09.2003 - 06.2004
Substitute Teacher/Class Adviser/Club Moderator
St. Scholastica’s Academy Marikina
04.2003 - 07.2003
Store Supervisor
The Body Shop
10.2001 - 05.2002
Technical Support Representative
Etelecare International Inc.
09.2001 - 04.2003
Senior Delivery Manager
Aeven Philippines, Inc. (formerly NNIT Philippines, INC.)
7 2022 - 09.2024
BS Nursing -
College of Nursing, University of Santo Tomas
Developmentalcoursesattended
- Introduction to Business Intelligence Statistics Program
- Teletech, 8F 5 E-Com, Harbor Drive, MOA Complex, Pasay City, Philippines
- Empowered Customer Advocacy Program
- First Time Manager
- Harvard Business Review, Cognizant Technology Solutions Inc., McKinley Hill, Taguig City
- 4 Disciplines of Execution
- Center for Leadership and Change Inc., Ateneo Graduate School of Business, Makati City
- 24/7 Customer Philippines LEAP courses:
- Problem Solving and Decision Making
- Managing Employee Performance
- Certification for Extended Faculty Program
- Effective Team Communication for Managers
- Managing Change
- Attrition Management
- Six Sigma Green Belt Training
- Leadership EQ for Managers
- Organizational Change Management for Managers
- Six Sigma Yellow Belt Training
- Basic Onboarding Leadership Training (BOLT)
Key Qualifications
- Excellent Management Skills with an emphasis on people skills and “roll-up-your-sleeves” management style
- Value-Add Leadership
- Change Management and Facilitation Skills
- Superior Analytical, Problem Solving and Decision-Making Skills
- Excellent Communication and Interpersonal Skills
- Superior Organization Skills
- Skilled in Developing and Effective Execution of Programs and Initiatives
- High degree of adaptability and comfort in fast-paced work environments
Recognitionsreceived
- Bronze certification, Lean with Basic Six Sigma
- Cognizant Technology Solutions Inc, McKinley Hill, Taguig City
Developmentalcoursesattended
- Introduction to Business Intelligence Statistics Program
- Teletech, 8F 5 E-Com, Harbor Drive, MOA Complex, Pasay City, Philippines
- Empowered Customer Advocacy Program
- First Time Manager
- Harvard Business Review, Cognizant Technology Solutions Inc., McKinley Hill, Taguig City
- 4 Disciplines of Execution
- Center for Leadership and Change Inc., Ateneo Graduate School of Business, Makati City
- 24/7 Customer Philippines LEAP courses:
- Problem Solving and Decision Making
- Managing Employee Performance
- Certification for Extended Faculty Program
- Effective Team Communication for Managers
- Managing Change
- Attrition Management
- Six Sigma Green Belt Training
- Leadership EQ for Managers
- Organizational Change Management for Managers
- Six Sigma Yellow Belt Training
- Basic Onboarding Leadership Training (BOLT)
Key Qualifications
- Excellent Management Skills with an emphasis on people skills and “roll-up-your-sleeves” management style
- Value-Add Leadership
- Change Management and Facilitation Skills
- Superior Analytical, Problem Solving and Decision-Making Skills
- Excellent Communication and Interpersonal Skills
- Superior Organization Skills
- Skilled in Developing and Effective Execution of Programs and Initiatives
- High degree of adaptability and comfort in fast-paced work environments
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