* ******* ****** ****: +639**-***-****

Project *, Quezon City Home: +632-***-****

SENIOR MANAGER PROFILE: GENERAL OPERATIONS MANAGEMENT

Business Development, Client Services, Strategic Planning, Operational Controls,

Lean and Continuous Improvement, and Change Management

Over 14 years of operational experience in the Business Processing Outsourcing industry, spanning Shared Services, Customer Service, Financial and Technical Support endeavors. Years of experience in translating organizational goals into actionable objectives and KPIs, developing processes into increased opportunities of support, and people development.

Repeatedly achieved organizational goals and objectives, while improving customer satisfaction, quality, and employee engagement/retention. Areas of impact include:

Strategic Planning & Leadership

Marketing & Business Development

Finance, Accounting, & Budgeting

Human Resources/Team Building

New Service Development

Customer Service and Support

Business Continuity

Continuous Improvement

Lean Operations

Trained in:

8-Step Problem Solving

SAP

Lean

Presentation Design

Scrum

Code of Ethics

OBJECTIVE

To effect significant business change and development through management. To build and nurture dynamic work environments focused on execution, achievement and personnel growth.

PROFESSIONAL EXPERIENCE:

Business Services Manager / Senior Operations Manager – Customer Operations (Manila Shared Services)

BRADY PHILIPPINES DIRECT MARKETING INC, Mandaluyong City, Philippines.

April 2008 to April 2015

-Overall accountability for the project transition, integration, implementation, delivery and change management for a group of diverse and interdepartmental processes across multiple geographies and lines of service.

-Grew Customer Operations (Back Office) group from 20 to 260+ professionals, of cross-functional teams across 12+ different lines of work: the biggest non-Manufacturing site of all Brady.

-Created structure, guidelines and personnel capabilities to support internal Training and Quality processes, as well as cross-departmental interactivity.

-Applied practices of workforce management and continuous improvement toward meeting and exceeding requirements while maximizing manpower resources. Ensuring lean and scalable staffing level.

-Maintained this group, maintaining less than 1.5% monthly attrition, and averaging 97% monthly attendance.

-Compliance management of process efficiencies versus headcount, and business continuity protocols.

-Stakeholder management and identification/development of new lines of service, new mediums of delivery.

Departments handled:

Data Management

- Data entry for all Workplace Safety (WPS) English-speaking (NA, AU, UK) locations worldwide.

-Improved data accuracy from 99% to 99.85% site-wide. Cost savings of over $100K.

-Turnaround time improved from 12 hours to same day fulfillment, average 30 minutes – to better service Customer Satisfaction and Customer Experience.

Material, Marketing Master Data

- Master Data administration for all WPS English-speaking locations worldwide.

-Received Americas ownership of Variable Configuration/Material programming (VC/VM) and Product Marketing Support.

-Response time improved from 48 hours to same day fulfillment, average 30 minutes.

Customer Master Data

-Housefile maintenance and management for all WPS English-speaking locations worldwide.

-Introduced workflow improvements that created over 40% headcount savings.

Research

-Regulatory research arm for all Compliance products of Personnel Concepts, a $45 million business.

-Market and Competitor research arm for all Identification Solutions (IDS) locations globally.

Business Reporting

-Sales and Operational reporting for all WPS locations worldwide. (BW, SAP, Avaya CMS, Aspect)

-Streamlined workflow process resulting in over 40% headcount savings.

Statistical Analysis (SAS)

-Customer Intelligence and Analytics reporting for all WPS locations worldwide.

-Oversaw transition of increased SAS investment tools: Business Intelligence, Web Report Studio, Marketing/Campaign Automation platforms.

-Streamlined workflow process resulting in over 30% headcount savings.

Proof/Production Artwork

-Creation of artwork for WPS and IDS (NA, AU, UK) locations.

-Improved proof accuracy from 98% to 99.74% site-wide.

-Introduced workflow changes resulting in over 25% processing time savings.

-Turnaround time improved from 12 hours to same day fulfillment, average 30 minutes – to better service Customer Satisfaction and Customer Experience.

Catalog/Web Design and Development

-Creation, maintenance and administration of WPS Catalogs, Web Images and Websites (NA, AU).

-Transitioned Websites to the Magento platform.

Credit and Collections

-Center of Excellence of Credit and Collections for all English-speaking Brady locations (NA, AU, APAC, UK), including eBilling.

-Transitioned from SAP and Legacy-based systems to the GetPaid platform.

-Increased headcount by 25% to improve SLAs – from 48 hours response time to same day.

-Improved YTD Daily Sales Outstanding (DSO) from 46 days to 38 days.

-Improved Past Due % of Accounts Receivable (AR) from 7.05% to 4.24%

-Brady Exceptional Value Award for 2012 – unrivaled customer experience for improving productivity and on-time delivery in customer operations.

Purchasing

-Managed Purchasing Teams for all English-speaking Brady locations.

-Transitioned from SAP to Readsoft platform.

-Improved NA On-Time (OTD) 1st date from 78.9% to 92.8% and On-Time 2nd date from 93.1% to 99.6%.

-Improved NA Days-in-Processing (DIP) 7.3 days to 4.89 days.

Internet Marketing

-New Product Introduction content and SEO arm for Workplace Safety Americas.

Dialer Administration

-Sales support dialer system for NA WPS Telemarketing campaigns (Aspect).

Awards and achievements:

Operations Manager of the Year 2008

Inspirational Employee of the Year 2009

Manager of the Year 2010

President’s Value Award 2008 – Manila setup and transition, with over $1 million cost savings in 2008.

Early Career:

Senior Program Manager - Customer Service Department Manila – Dodo Australia Pty.

ACQUIRE ASIA PACIFIC INC, Makati City, Philippines.

Feb 2007 to Jan 2008

- Managed relationship with onshore and offshore Vendor Managers and Operations Manager for Dodo Australia.

- Managed overhaul and revamp of Customer Service department's structure and procedures.

- Oversaw the Training, Workforce, and Quality processes tied to the program.

- Developed WFM model, procedures for staffing/seating for maximum productivity.

- Developed team-level and site-level reporting process and templates.

- Introduced and implemented and KPI metric requirements, including SLAs.

- Instituted Transition Bay process and surrounding procedures, including program-culture orientation.

- Ensured proper implementation of program policies and procedures.

- Overall responsibility for the success, and succession planning of the program.

Senior Operations Manager – Dell/PayPal Programs

SITEL PHILIPPINES, Quezon City, Philippines.

Aug 2004 to Dec 2006

- Managed relationship with onshore and offshore Vendor Managers.

- KPI and SLA Management.

- Ensured proper implementation of program policies and procedures.

- Overall responsibility for the success and succession planning of the program.

Team Leader – Chevron Program / Caltex Philippines Program

CUSTOMER CONTACT CENTER/SOURCE ONE ASIA, Quezon City, Philippines.

Nov 2001 to Aug 2004

- Operational Calibration Lead for Quality.

- Customer Service and Help Desk Support.

- Real-Time Workforce Management for the program.

Call Center Customer Representative – American Express Program

CUSTOMER CONTACT CENTER/SOURCE ONE ASIA, Quezon City, Philippines.

Nov 2000 to Nov 2001

- Handled Credit Card payment and Customer Service calls.

Marketing Associate

E-BUSINESS SERVICES INC., Makati City, Philippines – Western Union

Nov 1998 to March 2000

- Handled Marketing for entire PhilCom – Western Union network of 24 Agents of 2,000 locations.

- Awarded for Best Marketing Program in the Asia Pacific Region year 2000 by Western Union International.

- Earned for the company: Asia Pacific Agent of the Year Award, Marketing Program.

EDUCATION

College:

AB Interdisciplinary Studies, Ateneo de Manila University, Quezon City, Philippines.

Elementary and Secondary Education:

Xavier School, San Juan City, Philippines.

Contact this candidate