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Operations, Client, People Management and Development Sales/Business

Location:
Quezon City, National Capital Region, Philippines
Salary:
90,000
Posted:
August 28, 2017

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Curriculum Vitae of Torres, Robertnik G.

**B Moonstone St., Northview 1, Quezon City, 1126, National Capital Region, Philippines.

Email: ac11he@r.postjobfree.com Tel: +63 281 9649 ; +63 998 *******

Resume Summary

Current Specialization

:

Operations/Administration, Inside Sales/Telesales/Telemarketing/After Sales, Customer Service, People, Client Management/Development; Sales Training/Coaching.

Highest Education

:

Bachelor's/College Degree in Commerce- Banking and Finance

Years of Experience

:

22

Employment History

1.ONE Contact Center, Inc. Jan 2017- Present

Position Title : Manager- Operations, HR, Admin

Role : Senior Manager

Industry : BPO / Call Center

Work Description : OPERATIONS: Responsible for the Operations and delivery of the overall operational metrics. Proactively maintains regular engagement with key client contacts in line with expectations.

Ensure delivery of Client KPIs/Sales targets including day to day service levels, quality measures and compliance measures.

Responsible for the development of the operational talent pool by optimizing the skills of the existing teams in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework.

Contributes in the achievement of results e.g. business improvements, cost savings, revenue generation and continuous identification implementation of operational best practice.

Motivate and effectively manages performance to ensure delivery of overall targets and business plan by effectively managing and coaching Supervisors.

Manage, develop operational client relationships by conducting (where appropriate) operational client review meetings and day to day ops liaison with cross functional and support groups.

Identifying and highlighting further opportunities for services and process improvements thru leadership, people management, communication and influencing skills at a senior level.

Setting and reviewing of organizational / productivity objectives in line with agreed SLA by regularly reviewing Quality performance standards.

HR and ADMIN:

Plan and coordinate administrative procedures and systems and devising ways to streamline processes. Assess staff performance and provide coaching and guidance to ensure maximum efficiency.

Ensure the smooth and adequate flow of information within the company to facilitate other business operations. Manage schedules and deadlines with staff and vendors. Monitor costs and expenses to assist in budget preparation.

Monitor inventory of office supplies and the purchasing of new material with attention to budgetary constraints. Organize and supervise other office activities (recycling, renovations, event planning etc.).

Ensure operations adhere to policies and regulations. Implements HR related policies and practices to meet company objectives. Manages all facets of HR responsibilities specially in Recruitment and Employee Relations.

Positively influences organizational and individual performance and behavior at work. Prepares people for new challenges, makes change happen, seeks and acts on opportunities and improves and enhances the way we do things.

Applies business skills and evaluates HR options to deliver business outcomes. Facilitates positive working relationships, mentors others and focuses on client needs.

Develops and implements recruitment processes aimed to the company’s growth. Develops, implements, and monitors HR processes to lessen attrition rate.

2.Expert Global Solutions- Transworld Systems Inc. Aug 2013- Nov 2016

Position Title : Operations Manager

Specialization : B2B & B2C inbound, outbound, – Telesales/Telemarketing; Customer Service, Retention, Marketing (voice & non-voice).

Role : Senior Manager

Industry : BPO / Call Center

Work Description : Coordination, Supervision, Management - Coordinate, manage and monitor main and support groups of the business.

Financial - Prepare and control operational budgets. Control inventory. Plan effective strategies for the overall well-being of the business.

Best Practices - Improve processes and policies in support of organizational goals. Formulate and implement departmental and organizational policies and procedures to maximize output. Monitor adherence to rules, regulations and procedures.

Human Resources - Plan the use and coordination with HR & recruitment for staffing requirements.

Production – Managed support groups involved. Monitor performance and implement improvements & ensures quality. Manage quality and quantity of employee productivity. Manage maintenance/proper use of equipment. Provide technical support where necessary.

Communication - Monitor, manage and improve the efficiency of support services such as IT, HR, marketing, and retention. Facilitate coordination and communication between function groups.

Sales, Marketing and Customer Service - Manage customer support & sales. Plan and support sales and marketing activities and goals.

Strategic Input - Liaison with top management. Assist in the development of strategic plans for operational efficiency. Implement and manage operational plans.

3.Ragus Inc. (BPO Australasia) Jun 2012- Aug 2013

Position Title : Team Leader

Specialization : B2B & B2C sales and lead generation and customer service inbound and outbound; recruitment/hiring, performance evaluation, coaching/training, account, staff and client management – Telesales/Telemarketing

Role : Junior Manager

Industry : BPO / Call Center

Work Description: Managed two (2) campaigns (Outbound Lead Generation; Outbound B2B sales). Delivers team`s daily target. Delivers client service level agreements and KPI`s. Manage and motivate the sales and quality performance of the team. Ensure team members deliver required daily metrics (call and targets). Maximizes team`s productivity through proper time management and multi-tasking. Reports and distributes management information highlighting areas of improvement and those of concern and opportunity. Implements operational processes and improvement platforms. Appraises and develops staff to work towards continuous improvement and best practice.

4.

OSRP LLC (PC Mall / OnSale.com)

Sept 2011- Dec 2011

Position Title

:

Sales Manager

Specialization

:

B2B & B2C outbound sales, back office (marketing), Customer Service, Retention, Marketing (voice & non-voice).- Telesales/Telemarketing.

Role

:

Senior Manager

Industry

:

BPO / Call Center

Work Description

:

Managed entire sales force and support/function groups. Provides management presence and support to production activities of product support teams to hit real-time metrics. Identifies support requirements from HR, Training, QA, IT and Finance and requests such on a specified timetable to ensure efficient and effective implementation of the program. Conducts analysis daily, weekly, and monthly production reports and provides feedback to superiors and team leaders regarding areas that will improve productivity and procedures. Implements operating policies and Code of Discipline by ensuring proper dissemination of information, issuing memorandum, reminders and notices/sanctions; providing feedback on non-compliance to concerned parties; and taking corrective actions as needed to maintain harmony and good order within the company.

5.

DuPont Sustainable Solutions (Coastal Training Technologies)

Mar 2009- Aug 2011

Position Title

:

S.A. Manager

Specialization

:

B2B & B2C inbound, outbound, back office – Telesales/Telemarketing; Customer Service, (voice & non-voice).

Role

:

Junior Manager

Industry

:

Telesales

Work Description

:

Sell and market Company`s training solutions to various Corporate and organizational industries in the U.S. Makes sure that critical revenue objectives are met by the team, and sustained by selling POI`s (portfolio of initiatives) and keeping P&L at a balance. Kept rolling pipeline of sales and profits, makes sales forecasts to ensure continuity of sales and sustain/expand business objectives.

6.

English First International Language Center

Feb 2009- Present

Position Title

:

Part Time ESL / TOEFL Teacher

Specialization

:

Education

Role

:

Primary/Secondary Teacher

Industry

:

Education

Work Description

:

Teaches quality English, Grammar, Reading and Language lessons (including accent training) to Korean students. Drives to make students effective native English speakers while ensuring quality education guidelines are met. Conducts weekly exams, accomplishes daily and monthly performance evaluations to track student`s progress.

7.

Amco Tech. Inc.

Jun2008- Jan 2009

Position Title

:

Operations Team Leader

Specialization

:

B2B outbound- Telesales/Telemarketing

Role

:

Junior Manager

Industry

:

Call Center / IT-Enabled Services / BPO

Work Description

:

Responsible in maintaining, developing quality, effectiveness and efficiency of the sales and Operations team. Managed a team of support groups and outbound B2C agents to meet required objectives.

8.

Debt Reduction Law Center (E.Francisco & Associates P.C)

Feb 2007- Jun 2008

Position Title

:

Quality Assurance & Operations Supervisor

Specialization

:

Quality Assurance, Compliance, Operational and Staff Supervision

Role

:

Junior Manager

Industry

:

Legal / Law office/s

Work Description

:

Performed supervisory/operational duties in an "in-house" call center. Reported directly to country manager, Managed a total of 35 inbound and outbound call center agents. Monitored key performance areas, coaching, and other related supervisory tasks.

9.

R&C Reckitt Co. Ltd.

Apr 2006- Sept 2006

Position Title

:

Part-Time Sales Representative

Specialization

:

Sales - Corporate

Role

:

Part-timer / entry level

Industry

:

Manufacturing / Production / Sales

Work Description

:

Assigned as a temporary salesman (reliever) in Dublin 15. Did basic selling, delivery and merchandising of food & non-food products. Also did some competitor monitoring and market development around the area.

10.

Nada Dairy Co.

Nov 2003- Jan 2006

Position Title

:

Regional Sales and Merchandising Coordinator

Specialization

:

Sales - Corporate

Role

:

Junior Supervisor

Industry

:

Food & Beverage / Catering / Restaurant

Work Description

:

Assigned as a Sales & Marketing Coordinator, reporting directly to the Sales & Marketing Supervisor. Handled salesman performance, area monitoring & merchandising activities as well.

11.

McKenzie Distribution Co., Inc.

Jan 2002 - Nov 2003

Position Title

:

Key Accounts Specialist

Specialization

:

Sales - Corporate

Role

:

Senior Sales Executive

Industry

:

Consumer Products / FMCG

Work Description

:

Held the position of Key Accounts Specialist of General trade and high end key accounts. Primarily in charge of sales, marketing and merchandising of product lines in given general trade and key accounts in GMA and South Luzon territories. Assigned in territory development and monitoring of competitor activities. Made sure company products are well positioned, marketed and sold at all times.

12.

Pepsi Cola Philippines Inc.

Jul 1997- Dec 2001

Position Title

:

Booking Salesman/Sales Representative

Specialization

:

Sales - Retail/General

Role

:

Sales Representative

Industry

:

Food & Beverage / Catering / Restaurant

Work Description

:

Assigned as a "pre-seller". Booked sales orders for next day deliveries. Was assigned in various areas/territories in & outside MNL. Also monitored competitor activities and engaged in development/expansion of territory thru opening of new accounts/outlets.

13.

Dunkin` Donuts

Sep 1994- Nov 1997

Position Title

:

Shop Supervisor

Specialization

:

Food/Beverage/Restaurant Service

Role

:

Supervisor

Industry

:

Food & Beverage / Catering / Restaurant

Work Description

:

Held position of Shop Supervisor of 2 branches (CM Recto MNL 1 & 2), at the same time as an officer-in-charge of 1 satellite branch. Was in charge of overall shop operations.

Educational Background

Bachelors/College Degree in Commerce Graduation Date: 1997

Major: Banking and Finance

Institution/College: Jose Rizal College, Philippines; CGPA: 75/100

Skills:

Skill:

Years of Experience: Proficiency:

MS Office/Spoken & Oral English

Operations Management

People/Account/Sales/Customer Svc Mgt

Performance Evaluations/Training/Coaching,

Call Center, Leadership, Business Dev`t

20 Advanced

3 Advanced

10 Advanced

10 Advanced

Personal Particulars:

DOB: 03/25/76; Nationality: Philippines; Gender: Male; Availability: Immediately

Additional Information:

I`ve been engaged in Sales and Marketing for more than 20 years, 10 of which is in the BPO industry. I`ve gained extensive experience in operations, people and client management as well. I believe my extensive experience in these areas would merit employment to your Organization. I offer my loyalty, integrity, experience and commitment to the achievement of critical revenue objectives.

References:

Bodge Calica: HR Director- Philippines: Transworld Systems Inc; +63 917 *** ****; ac11he@r.postjobfree.com

Wally Schmader: Vice President: Transworld Systems Inc.; ac11he@r.postjobfree.com

Gaurav Batra: Vice-President: Expert Global Solutions; +63 917 *** ****

Rory Zaks: General Manager: OSRP LLC; +63- 927- *******, ac11he@r.postjobfree.com,

Fred Berman: Global Channel Development Manager: DuPont Sustainable Solutions; +63 927 *** ****



Contact this candidate