TOM JHUN BERNARDINO DOBLAS
Panabo City
Summary
Professional operations leader with consistent track record in optimizing processes and driving impactful results. Proven ability to lead teams, implement strategic initiatives, and adapt to changing environments with ease. Skilled in project management, process improvement, and resource allocation. Known for effective collaboration and delivering dependable outcomes.
Overview
17
17
years of professional experience
Work History
Director of Operations - Healthcare
Teleperformance Inc
07.2022 - Current
- Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients.
- Responsible for development and administration of annual department budget to attain business goals with operational stability.
- Deliver results against a defined scope of work that includes measurable ROI, strategic innovation, performance reporting, and human capital development.
- Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement and exceeding Service Level Agreement (SLA) performance.
- Proven experience managing metrics, ensuring customer satisfaction, and reporting statistical performance levels related to Call Center
- Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision.
- Coordinate analytic, strategic and technical resources to meet client expectations and ensure satisfaction
- Manage and expand client and coworker relationships.
- Find and close new revenue opportunities within the existing client base.
General Manager – Healthcare and Telco
Teleperformance Inc
07.2019 - 07.2022
- Develops tactics to address employee issues to improve morale while improving performance.
- Creates an environment that enables mission critical information to pass between functions quickly and completely.
- Acts as a liaison with other departmental functions and coordinates with other departments to ensure goals are
- Aligned, constant communication is available, and the overall call center operation is providing a quality customer experience efficiently and effectively.
- Actively participates in the effective coaching and counseling of staff members Utilizes new technologies, processes, and training to constantly improve productivity and achieve a scalable infrastructure that meets the needs of a growing organization. Fosters the sharing of best practices within and between groups.
- Develops or assists with the development and implementation of policies and procedures consistent with those of the organization to ensure efficient and safe operation.
- Strategic planning and execution to enhance profitability, productivity, and efficiency throughout the company’s operations.
- Develop and direct the management of Customer Call Center to ensure customer satisfaction, improved call efficiency, low abandonment, increased revenue through upsell and promotional programs, and improved employee product knowledge and training.
- Implement processes and systems that will generate higher productivity and revenue.
- Oversees the supervision of personnel, which includes work allocation, training and problem resolution; evaluates performance and makes recommendations for personnel actions, motivates employees to achieve peak productivity and performance.
- Provides advice and assistance to senior management in the planning, implementation, and evaluation of modifications to existing
- Operations, systems and procedures.
- Continuously investigate and introduce process improvement measures and present suggestions to the General Manager for consideration.
- Develops annual operating budgets and provides fiscal
Center Manager – Healthcare and Telco
Teleperformance Inc
08.2016 - 07.2019
- Manage the Contact Center Operation and being responsible for strategic decision-making;
- Defining and implementing action plans to achieve the expected results, working as a focal point between the client and Teleperformance’s internal departments;
- Driving the operational results (SLAs and KPIs);
- Driving the team (Assistant Contact Center Manager, First Line Managers and Customer Service Representatives) to deliver a service of excellence.
Assistant Contact Center Manager - Telco
Teleperformance Philippines
05.2014 - 08.2016
- Accountable for the performance of the cluster.
- Responsible for maintaining the program's efficiency metrics.
- Fully implement and audit TOPS.
- Analyze KPI, identifying issues and trends.
- Performs Root Cause Analysis and formulates and executes action plans to improve performance.
- Assists the Center Manager in executing account-wide initiatives.
- Responsible of assuring the program is 100% compliant all on all house rules
- Studies performance reports and identifies the bottom 20% of agents and formulates an across the board action plan to implement across shift
Operations Supervisor - Telco
Teleperformance Philippines
04.2013 - 05.2014
- Responsible for direct supervision of 15-18 agents
- Responsible for the attainment of client set goals, efficiency targets and overall team performance
- Performs consistent and affective coaching sessions to address performance gaps
- Analyzes agent’s performance and develops action plan to bridge gaps
- Conducts regular performance management to improve challenged members of the team
Quality Assurance Supervisor – Telco and Healthcare
VXI Global Solutions
10.2011 - 11.2012
- Supervised and developed a team of Quality Analysts to ensure accurate, consistent call monitoring and evaluations aligned with client standards and healthcare regulations (e.g., HIPAA, CMS).
- Led the implementation and continuous improvement of QA frameworks, scorecards, and calibration sessions to maintain high service quality and compliance.
- Collaborated with Operations, Training, and Client Services teams to address performance gaps and deliver data-driven action plans for agent development.
- Analyzed quality performance trends and presented actionable insights to stakeholders to support process enhancement and agent coaching strategies.
- Monitored adherence to client KPIs such as First Call Resolution (FCR), Call Accuracy, and Compliance Metrics.
- Conducted regular 1:1 coaching, performance reviews, and team training to drive consistency and improvement in evaluation standards.
- Played a key role in readiness audits, client calibration calls, and internal/external QA reporting.
- Championed a culture of continuous improvement, accountability, and agent support through clear feedback and coaching processes.
Quality Assurance Senior Specialist - Telco
Sutherland Global Services
08.2009 - 08.2011
- Create an encouraging environment at work to inspire employees for open communications, develop entrepreneurship skills and inculcate a sense of team spirit and accountability among them
- Design efficient recruitment procedures and policies to ensure recruitment of qualified and efficient employees for the organization
- Design training sessions for the new employees and educate them on technical aspects, communication skills, application of knowledge, problem-solving abilities, etc
- Verify compliance of call center activities with the prescribed rules and regulation. Take corrective measures in case of discrepancies.
- Forecast several requirements of the organization and prepare, in advance, to meet the needs, such that there is no degradation of quality in work.
- Conduct performance evaluation of employees to identify and categorize staff members as target achievers and non-achievers. Guide non-achievers on ways to improve work performance.
- Monitor the daily functions of the call center and ensure smooth operation of all activities. Take initiative to resolve issues, if any.
- Establish defined quality standards for all work aspects of the organization. Make decisions to investigate and resolve data quality issues.
- Identify areas and opportunities to upgrade quality standards within management processes and systems.
Customer Service Representative - Telco
Sutherland Global Services
09.2008 - 12.2008
- Provided quality customer service with a high volume central processing and distribution center.
- Responded to customer calls and inquiries regarding product orders, warranty issues.
- Collected customer demographics and payments on orders placed.
- Accurately and efficiently input data utilizing the exception alpha-numeric keyboarding skills.
- Kept apprised of products, services, promotions and warranties.
- Expedited and facilitated the escalation of customer service issues.
- Interacted with customers; provided program information, rules, regulations, laws and policy and procedures.
Education
Bachelor of Science - Electronics and Communications Engineering
Holy Cross of Davao College
04-2008
Skills
- Operational efficiency
- Operations oversight
- Strategic planning and execution
- Process improvements
- Quality assurance
- Employee development
- Customer service management
- Data analysis
- P&L management
- Client account management
Timeline
Director of Operations - Healthcare
Teleperformance Inc
07.2022 - Current
General Manager – Healthcare and Telco
Teleperformance Inc
07.2019 - 07.2022
Center Manager – Healthcare and Telco
Teleperformance Inc
08.2016 - 07.2019
Assistant Contact Center Manager - Telco
Teleperformance Philippines
05.2014 - 08.2016
Operations Supervisor - Telco
Teleperformance Philippines
04.2013 - 05.2014
Quality Assurance Supervisor – Telco and Healthcare
VXI Global Solutions
10.2011 - 11.2012
Quality Assurance Senior Specialist - Telco
Sutherland Global Services
08.2009 - 08.2011
Customer Service Representative - Telco
Sutherland Global Services
09.2008 - 12.2008
Bachelor of Science - Electronics and Communications Engineering
Holy Cross of Davao College
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