Ver Antonino
Assistant Operations Manager
Pasig City
Summary
Operations professional with extensive experience in optimizing processes and improving operational efficiency. Highly organized with strong focus on team collaboration and achieving results. Known for adaptability and reliability, with expertise in resource management and workflow optimization.
Overview
19
19
years of professional experience
Work History
Assistant Operations Manager
R1 RCM Philippince INC
07.2022 - Current
- Managed daily operations effectively, ensuring timely completion of tasks and accurate reporting of results.
- Improved communication within the team through regular meetings, updates, and open channels of communication.
- Collaborated with cross-functional teams to identify areas of improvement and implement solutions for optimal performance.
- Coordinated with the Operations Manager in different operational issues and promotional activities.
Operations Manager (Virtual Assistant)
GO2 / LIFELABS DESIGN
07.2021 - Current
- Improve the operational systems, processes and policies in support of organizations mission specifically, support better management reporting, information flow and management, business process and organizational planning.
- Lead the organization and provide development in short term and long term operations performed.
- Review performance of the team members and responsible for conducting training or development opportunities for them.
- Supervise and coach Team Leader on a weekly basis.
- Answer tickets for chat and emails
- Authorizing refund for loyal and VIP customers.
- Track returned items for QC checking
- Daily communication with different LOBs such as Logistics, Fulfillment, and Marketing team
Quality Lead
ENSHORED INC
11.2019 - 07.2021
- Manages day to day operations ensure audit delivery business operations are done per client requirement.
- Ensure quality of framework is in place and coordinated across stakeholders
- Implement clear overall quality strategy with scalable process/tools/ systems that allow resource-efficient monitoring of decision accuracy and align to Project’s contract agreement.
- Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with the operations team to improve quality performance
- Establish quality governance process with clients and operations to ensure effective communication and organization
- Works with the client on change management process, tools enhancements, and workflow amendments
- Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement
- Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened
- Develop and mentor people, act as a career counselor and create a high-performing team (foster relationships, resolve conflicts, etc.)
Sales Supervisor/Manager
SENSORPRIME
09.2018 - 11.2019
- The main activity of this role is the day to day supervise and coordinate the daily activities of sales representatives engaged in promoting and selling the products in different platforms.
- Provides changes to current sales techniques and procedures based on team performance to ensure team quota.
- Principal Responsibilities:
- Conduct follow-up assessment to evaluate and measure results of the performance of each sales representative.
- Managing workflow of each representative and team leaders in achieving daily hits/quota.
- Provide training to the new hires about the products and selling techniques
- Creating and managing team schedules
- Provides reporting to HR and senior management about the daily activities of the team.
- Evaluating performance of each member and providing feedback to address any weak points and enhance their sales method. It also includes identifying and applying career advancement opportunities for each representative.
Senior Executive for Training and Quality (Department Head)
MY TAXI PHILIPPINES
11.2015 - 10.2016
- As a Training and Quality Head, the brief job description is to manage, plan, organize and implement training and development and ongoing execution to ensure that company and client goals are met and operational excellence is achieved. Responsible for analyzing, quality monitoring results, providing process, training or other quality improvements. Responsible for overseeing a team of Quality Assurance Analysts and Trainers and their training curriculum development, training collateral upkeep, training communications and delivery; quality assurance processes including targeting and analysis and ensure closed loop communication between Quality and Training teams.
- Principal Responsibilities: (Essential Functions)
- Coach account Supervisors and Training/QA team in training development and delivery, and feedback skills
- Liaise with subject matter experts, account leadership both within the company and the client’s organizations as the centralized point of training development and deployment.
- Deliver training programs on a routine and as needed basis.
- Conduct/coordinate follow-up assessment to evaluate and measure results of training programs/materials.
- Consult with internal account leadership and client contacts to assess training/development needs and the design/delivery of applicable learning and organizational development solutions.
- Utilize internal organizational knowledge base and internal resources to create and/or oversee the creation of internal training, education and development alternatives.
- Manage all phases of training/QA projects related to their team accounts, including new implementations, training plan creation, training development or redesign, train the trainer, QA compliance criteria development, assessments, training tracking and post training initiatives.
- Assist when needed to learn client software and business process for each new implementation initiative (may include client meetings and travel) and develop quality processes, where applicable
- Manage, maintain and ensure standardization of all aspects of training process and quality assurance across the Trainers and QATeam for the client
- Ensure training record requirements are met, including auditing of training material and records
- Responsible for ensuring Trainers are updating and maintaining roadmaps, training collateral associated with client specific training, and training records in accordance with standard procedures
- Responsible for ensuring QA personnel comply with processes including meeting targets and providing QA reports and analysis to management teams
Senior Operations Manager
ETALK LANGUAGE TRAINING SERVICES AND EVENTS
07.2014 - 11.2015
- In conjunction with the Vice President appoint contractors and monitor performance thereby ensuring that the E'talk Language Training Services and Events obtain quality service at a competitive price.
- Events:
- Ensure the best administrative system is in place in order for professional, efficient exhibitions to be produced.
- Ensure procedures and systems are in place for the production of online exhibitor manuals in order for exhibitors to have adequate information for their
- Participations in our events.
- Ensure the team has secured all exhibitor plans and that those plans meet the health and safety regulations required by the venues in which we operate
- Improve organizer/exhibitor relationships with the objectiveof providing a customer focused service.
- Manage and develop the Operational elements of the event budgets, as agreed by the Vice President.
- Provide support to sales, marketing, sponsorship and Exhibition Directors in order to ensure smooth running of event logistics.
- Supervise operations team so as to create best possible exhibitor relationships and show management.
- Work to create an enjoyable, must see experience for visitors.
- TRAINING:
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers.
- Draw an overall or individualized training and development plan that addresses needs and expectations
- Deploy a wide variety of training methods
- Conduct effective induction and orientation sessions
- Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
- Manage training budget
- Provide opportunities for ongoing development
- Resolve any specific problems and tailor programs as necessary
- Maintain a keen understanding of training trends, developments and best practices
Customer Service Junior Manager
TATA CONSULTANCY (NATION STAR)
04.2013 - 04.2014
- Improve the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning.
- Lead the organization and provide development in short term and long term operations performed.
- Must interact with the directors and maintain operations by directing all activities which are performed daily, weekly and monthly.
- Development of individual program budgets
- Review performance of the team members and responsible for conducting training or development opportunities for them.
- Organization of fiscal documents.
- Supervise and coach office manager on a weekly basis.
Customer Service Team Manager
TELEPERFORMANCE PHILIPPINES (TELSTRA)
06.2011 - 03.2012
- Determines customer service requirements by maintaining company best practices
- Achieves customer service objectives by contributing customerservice information and recommendations to strategic plans and reviews
- Implementing production, productivity, quality, and customer-service standards: Resolving problems and identifying customer service trends
- Determine system improvements and slowly implementing the change.
Customer Service Team Manager
VISION X GLOBAL HOLDINGS (AT&T, VONAGE, DTV, AND ZOOM)
12.2008 - 02.2011
- Escalation of agents issue and provide immediate resolution basedon protocols
- Adhere inquiries from agents performance
- Evaluate agents KPIs to achieve team goals per week/month/quarter.
- Develop opportunities for each team members and conduct training
- Supervise and coach the team leader for overall performance to make sure to hit the required quota.
Customer Service Representative
NCO GROUP (VERIZON BUSINESS)
04.2007 - 06.2008
- Take inbound calls from customers and assist to resolve the issue
- Analyze concern for credit submission
- Hit target KPI
- Attend huddles from operation and quality team
Outbound Assistant Supervisor
INFLUENT PHILIPPINES (HSBC CREDIT CARD ACQUISITION)
01.2007 - 03.2007
- Ensuring all reports are submitted on time
- Obtain and distribute schedules
- Take responsibility for team requirements
- Complete team registration forms, medical records, etc.
- Maintain teams’ lists, phone numbers, etc.
- Obtain and review the performance of the team
- Arrange requirements for all events of the team
- Arrange reports of team for review of the Manager
- Maintain contact with other team managers to confirm reports and performance.
- Obtain information to submit applications for clients
- Arrange details for out of town trips (transportation, lodging, etc.)
- Assist where required with medical problems (injuries)
Education
Bachelor of Science - Nursing
ARELLANO UNIVERSITY
01.2006
High school diploma - undefined
FRANCISCO P. FELIX MEMORIAL HIGH SCHOOL
01.2002
Elementary Diploma - undefined
BAMBANG ELEMENTARY SCHOOL
01.1998
Skills
- MULTITASKING & LEADERSHIP CAPABILITIES
- CRITICAL THINKING AND ANALYTICAL SKILLS
- INSTRUCTIONAL DESIGN SKILLS
- EXCELLENT ORAL AND WRITTEN COMMUNICATION SKILLS
- ABILITY TO WORK IN TEAMS
- SELF-MOTIVATED
- ABILITY TO COACH AND DEVELOP TEAM MEMBERS
Timeline
Assistant Operations Manager
R1 RCM Philippince INC
07.2022 - Current
Operations Manager (Virtual Assistant)
GO2 / LIFELABS DESIGN
07.2021 - Current
Quality Lead
ENSHORED INC
11.2019 - 07.2021
Sales Supervisor/Manager
SENSORPRIME
09.2018 - 11.2019
Senior Executive for Training and Quality (Department Head)
MY TAXI PHILIPPINES
11.2015 - 10.2016
Senior Operations Manager
ETALK LANGUAGE TRAINING SERVICES AND EVENTS
07.2014 - 11.2015
Customer Service Junior Manager
TATA CONSULTANCY (NATION STAR)
04.2013 - 04.2014
Customer Service Team Manager
TELEPERFORMANCE PHILIPPINES (TELSTRA)
06.2011 - 03.2012
Customer Service Team Manager
VISION X GLOBAL HOLDINGS (AT&T, VONAGE, DTV, AND ZOOM)
12.2008 - 02.2011
Customer Service Representative
NCO GROUP (VERIZON BUSINESS)
04.2007 - 06.2008
Outbound Assistant Supervisor
INFLUENT PHILIPPINES (HSBC CREDIT CARD ACQUISITION)
01.2007 - 03.2007
High school diploma - undefined
FRANCISCO P. FELIX MEMORIAL HIGH SCHOOL
Elementary Diploma - undefined
BAMBANG ELEMENTARY SCHOOL
Bachelor of Science - Nursing
ARELLANO UNIVERSITY
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