Operations Manager Senior

Angelito Armando Winnipeg, MB

A. Dizon ad5cp2@r.postjobfree.com 204-***-****

Senior Management Operations Executive

20+ years’ demonstrated leadership in senior management levels within BPO and Telco industry

Experienced senior operations manager with a detail-oriented approach and extensive background in directing departmental operations and achieving Key Performance Metrics targets. Skilled in conducting comprehensive training programs for new hires and providing ongoing coaching to develop emerging leaders. Proficient in data analysis to measure agent performance and productivity, with a track record of making strategic recommendations based on historical data to drive continuous improvement. Collaborative in coordinating with Workforce Management for staffing allocation and IT for issue resolution, while actively participating in financial discussions and budgeting. Capable of leading regular business reviews and designing tailored tools and reports to meet client requirements, ensuring operational excellence and client satisfaction. Exceptional interpersonal and communication skills support effective team building, cross-team collaboration, stakeholder management, and project leadership.

Highlights of Expertise

•Departmental management and operational direction

•Training and leadership development

•Performance analysis and strategic recommendations

•Collaboration with Workforce Management and IT

•Financial participation and business review facilitation

•Tool and report design for client needs

•Career and succession planning facilitation

•Key Performance Metrics management

•Issue resolution coordination

•Budgeting discussions participation

Career Experience

Sutherland Global Services

SENIOR MANAGER (April 4, 2016 – Present)

Operations / Project Management / Dialer and Strategy

Highly skilled and experienced Senior Manager in change of overseeing Operations, Project Management, Dialer and Strategy. Leading a dynamic team towards operational efficiency, driving strategic initiatives, and optimizing performance metrics.

•Manages departmental operations and provides operational direction

•Conducts training and coaching sessions for staff development

•Facilitates one-on-one sessions for career and succession planning

•Ensures Key Performance Metric targets are met through data analysis and strategic recommendations

•Collaborates with Workforce Management and IT for staffing, issue resolution, and tool/report design

Winkle Shop Distribution Inc.

Machine Operator – Part Time Job (weekends) (October 21, 2023 – Present)

Set up machine for operations

Start machinery and make real time adjustments if necessary to improve performance

To operate machine and equipment according to instruction

Perform quality control, reporting and record keeping tasks

Perform basic troubleshooting steps

Escalate issues to Supervisors

Strict compliance with safety and health protocols

Clean and maintain machinery cleanliness in work area

Concentrix / Convergys

LEADS MANAGER (January 28, 2014 - March 31, 2016)

Oversees leads generation, management, and strategy. Responsible for leading teams in acquiring, scrubbing, and optimizing leads, ensuring adherence to compliance standards and achieving performance targets.

•Manages leads acquisitions from clients

•Directs DNC list scrubbing and duplications removal

•Ensures compliance with state restrictions for various campaign types

•Develops daily call plans and analyzes lead performance

•Generates reports and forecasts to support campaign effectiveness and client meetings

DIALER ADMINISTRATOR FOR OB CAMPAIGNS (June 25, 2013 - January 27, 2014)

Manages dialer operations and optimizing campaign performance. Oversees lead acquisition, loading, and scrubbing, ensuring compliance with regulatory standards, and maximizing dialing efficiency.

•Manage and maintain the dialer system.

•Load leads into the dialer.

•Monitor and maintain headcount to meet goals.

•Ensure targets and goals are achieved.

•Implement call plans and process callback reschedule requests.

Netplay, Inc.

PRODUCT MANAGER (July 2, 2012 - Jan 18,2013)

IP-Guard DLP and monitoring Software

Leads product strategy, manages product lifecycle, and collaborates with cross-functional teams to deliver innovative solutions that meet market needs.

•Monitor sales performance.

•Provide sales reports regularly.

•Manage resellers and conduct training.

•Analyze projections periodically.

•Generate new leads and maintain product credibility.

Telus International Inc.

WORKFORCE MANAGEMENT (Jan. 28, 2008 - May 2012)

Call Center Operations Coordinator

Oversees staff scheduling for optimal call center operations. Manages workforce resources, forecasting call volumes, and scheduling agents to meet service level targets.

•Ensure service levels are met by actively managing account queues.

•Act as the central point of communication during account performance issues.

•Prepare reports and recommendations for smooth account operations.

•Update and analyze real-time performance data.

•Extract and communicate account performance metrics regularly.

DELL CHAT (Oct. 4, 2004 – Jan. 27, 2008)

Sales Rep./Product Advisor/ Team Mentor

•Handles all pre-sales concerns and responsible in asking for the business.

•Responsible in educating customers about each recommendation from the company.

•Accountable in team’s performance like financial goals, AHT and quality.

•Conducting huddles and coaching.

ADDITIONAL EXPERIENCE

CUSTOMER SERVICE REPRESENTATIVE (2004) VERTEX SOLUTIONS

COLLECTIONS OFFICER (2000 - 2001) CITIBANK

Education

De La Salle University - College of Saint Benilde

BACHELOR OF SCIENCE IN BUSINESS ADMINISTRATION

MAJOR IN COMPUTER APPLICATION

Reference available upon request

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