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Operations Manager

Location:
Quezon City, National Capital Region, Philippines
Salary:
P120,000.00
Posted:
November 12, 2017

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Alfredo S. Marquez, Jr.

Contact Info

Address : #* ********* **., ******** ****., Proj. 7, QC, Quezon City, 1105 National Capital Reg, Philippines

Telephone No. : 63-02-7999449

Mobile No. : 0936 907 8289

Email : ac29oc@r.postjobfree.com

Personal Particulars

Age : 42 years old

Date of Birth : 2 Dec 1974

Nationality : Philippines

Gender : Male

Marital Status : Married

Tax Card No. : 183-177-001

Permanent Residence : Philippines

PERSONAL BACKGROUND

Was born on 02 December 1974 to Alfredo Marquez, Sr. and Edna Santos. Second in a brood of three, has one elder brother and a younger sister. Married to Ma. Milagros Manalo-Marquez and is a father of five boys, Aljim (19), Anjelo (18), Alfden Andrei (15), Phoenix Adriyel (11) and Peighton Alexius (9).

Interests include reading inspirational and self-help books (of which Anthony Robbins is a favorite), watching TV and/or movies during my spare time. Indulges in sports like martial arts, basketball and swimming and loves to meet different kinds of people.

Employment History

City of Dreams Manila (MCE Leisure Philippines Corporation)

Position Title (Level) : Manager - Contact Center Services (Pre-Opening Team)

Industry : Gaming / Hospitality

Duration : Jan 2014 – Present

The Manager, Contact Center Services is responsible for the tele-service and sales operation of the team that includes areas such as general inquiries, internal departmental support, in-house guest requests and other entertainment/hotel/dining reservations.

The individual is tasked with ensuring guest expectations are met, providing administrative and training guidance, constant evaluation, improvement and implementation of established policies and procedures. I am required to achieve set objectives by management and work in close coordination with other Business Units.

FEDSOFT Philippines, Inc. (Subsidiary of FCS Computer Systems)

Position Title (Level) : Contact Centre Manager

Industry : Call Center / IT-Enabled Services / BPO

Duration : Mar 2010 – Dec 2013

FCS Computer Systems (FCS), founded in 1982, is a comprehensive hospitality solutions provider with presence in over 20 countries worldwide. With nearly three decades of experience, FCS has provided extensive solutions to more than 4,000 hotels with over 6,000 installations in 32 countries.

Manages day-to-day operations of the Global Customer Services Support Centre which include infrastructure, handling worldwide customers’ escalations and personnel [which consists of 5 Team Leads, 1 Training and Quality Specialist, 1 Customer Care Specialist, 1 Corporate Accounts Specialist, 1 Receptionist, 1 Data Encoder and 30 Technical Support Engineers].

Understands the technical aspects of the products sold and solutions, and in relation to that, provide the best training and environment for call centre agents to function.

Is accountable for recruitment, team management, talent management, performance evaluation, training and other employee-related initiatives.

Handles customer concerns and requests in a professional manner.

Develops understanding of the business solutions and seek out improvement opportunities.

Provides feedback from the team and customers to the development group to develop and implement solutions within their fields of responsibility.

Manages reporting on case tracking / monitoring / quality / performance, etc.

Improves the team's productivity and quality.

Ensures team's adherence to the specified Systems, Processes and Tools and reviews and recommends improvements.

Aditya Birla Minacs (Phils.), Inc.

Position Title (Level) : Manager for Operations

Industry : Call Center / IT-Enabled Services / BPO

Duration : Sep 2007 - Feb 2010

Aditya Birla Minacs Philippines Inc. is part of Aditya Birla Minacs, which is a US $350 million organization with operations in Canada, US, India, Philippines, UK, Germany and Hungary having more than 10,000 employees. Aditya Birla Minacs serve clients across verticals that include financial services, technology, automotive, retail, E-services companies and public sector companies and provides customized solutions focused on contact centre solutions, integrated marketing services and back office administration.

Aditya Birla Group is s US $24 billion corporation with a market cap. of US $23 billion and in the League of Fortune 500, it is anchored by an extraordinary force of 100,000 employees, belonging to 25 different nationalities. The Groups products and services offer distinctive customer solutions worldwide. The Group has operations in 20 countries - India, Thailand, Laos, Indonesia, Philippines, Egypt, China, Canada, Australia, USA, UK, Germany, Hungary, Brazil, Italy, France, Luxembourg, Switzerland, Malaysia and Korea.

In India, the Group has been adjudged The Best Employer in India and among the top 20 in Asia by the Hewitt-Economic Times and Wall Street Journal Study 2007

Reporting to the Site Director, this position is responsible for the overall operation of account/campaign. Manages a team consisting of 5 Team Leads, 2 QA Specialists, 2 Real-time Analysts and 60 Customer Support Representatives.

Responsible for service delivery execution including achieving contractual center performance metrics and assisting with annual budget preparation and managing financial resources.

Responsible for operational excellence, productivity and development of the operations team as it supports our clients’ business needs.

Consults with client solutions staff in relation to program feedback. Ensure all contractual Key Performance Indicators (KPIs) are met for Program.

Link2Support, Inc.

Position Title : Product Support Operations Manager

Industry : Call Center / IT-Enabled Services / BPO

Duration : Oct 2005 – Aug 2007

Responsible for overseeing the work of the entire operations [with 30 Team Leads and 450 Technical Support Engineers] and improving program performance through coaching, mentoring and appraisals of leaders.

Manages all communication between both the organization and clients; Organizes meetings for the Management Team and conducts Conference Call Meetings together with the Clients outside the country and is responsible for the completion and submission of Management Reports.

Works with Senior Managers, Directors and foreign counterparts to identify opportunities for improvement in work, efficiency and productivity.

Has overall responsibility for managing the flow of operations for a particular client program.

Ensures all targets are met by monitoring client service level measures in real time.

Leads a team of Shift Managers to ensure that all training and development needs of the operation staff are met.

Accenture

Position Title : Lead - Business Process Outsourcing (Healthcare)

Industry : Consulting (Business & Management)

Duration : Aug 2004 - Oct 2005

Work Description:

After having successfully handled the Telecoms account for 8 months, I was reassigned to handle a newly-launched BPO-Healthcare account.

Manages all aspects of the operations. Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs.

Works hand in hand with expatriates (foreign trainers) to train employees with different system applications used by the clients.

Initiates, develops and implements strategic and operational plans to facilitate continuous performance improvement for the clients.

Has full understanding of performance metrics and quality measurement tools; Is able to proactively and assertively manage performance issues.

Manages all communication between both the organization and clients; Organizes meetings for the Management Team and conducts Conference Call Meetings together with the Clients outside the country and is responsible for the completion and submission of Management Reports.

Prepares performance reports by collecting, analyzing, and summarizing data and trends.

Accenture

Position Title : Lead - Call Center Operations (Telecoms)

Duration : Nov 2003 - Aug 2004

Manages the day-to-day customer service/call center operations.

Monitor calls from customers to oversee the quality of service and maintain Team quality of service.

Responsible for identifying and acquiring needed workgroup training.

Promote professionalism throughout the workplace.

Conduct employee interviews and one-on-one discussion.

Maintain staffing schedule adherence

Maintain Team Performance Metrics; monitor performance, production, attendance and punctuality records and reviews of staff.

Assist staff in handling unusual/difficult situations.

Identify process improvements within the workflow and suggest resolutions to management.

Motivate staff by reinforcing the core principles of ownership, value, efficiency and respect.

Maintain, Communicate and Monitor performance standards, production, attendance and punctuality of staff.

Sykes Asia, Inc.

Position Title : Team Manager

Duration : Nov 1999 - Nov 2003

Ensures that the team [consists of 15 Technical Support Representatives] performs at the desired service level standards. Monitors all activities related to the team's performance to continuously achieve total customer satisfaction.

Accomplishment:

Team is consistently the best in terms of performance.

Sykes (www.sykes.com) is a global leader in providing customer management solutions and services to technology-enabled companies primarily within the technology, communications, and financial services markets. Sykes' Business Services group provides customer support outsourcing services with an emphasis on technical support and customer service. These services are delivered through multiple communication channels encompassing phone, e-mail, web, and chat. Headquartered in Tampa, Florida, Sykes operates 40 customer support centers and four e-commerce fulfillment centers throughout North America, Europe, Latin America, Asia and Africa.

Reports directly to the Account Manager (locally) and to the Redmond (US) Account Managers (externally).

Coordinates with the Redmond Account Managers to resolve any pending issues, get updates for the trainings and report any and all developments.

Ensures that every Sykes’ customer is more efficient, more profitable and has better quality products and services due, in part, to the service that I provide.

Ensures that all communication with customer is within the guidelines of the client.

Follows prescribed problem resolution procedures.

Reaches and maintains the level of technical competence and customer service skills as required for the post.

Ensures that service levels, response time and other metrics are achieved as communicated by the Account Manager.

Responds timely and accurately to the escalations of the Level 1 support (CSRs).

Assist Level 1 support towards first time resolution.

Provides feedback to staff, supervisors, managers and colleagues

Works well with others, motivates and reinforces teamwork and solicits the input and involvement of others

Verifies customers’ problem and validates support team’s escalations prior to escalation to Microsoft Product team.

Gives feedback and track all downtime on all tools required to perform support.

Identifies hot customer issues and deals with it appropriately.

Conduct team meetings, handles Scheduling of agent days-off and shift coverage.

Perform Quality Monitoring of agents and feedback findings (strengths, areas of improvement).

Monitors agents performance and updating their records on a regular basis and provides feedback to agents on their performance on a regular basis

Assists in recruitment, conduct of training and appraisal to existing and newly hired Technical Support Engineers.

Plans, assigns and directs work to the team/employees and manage new programs as appointed by the Account Manager.

Contributes to other projects as requested.

HEADHUNTER MANILA

Position Title : Senior Search Consultant

Duration : Aug 1996 - Aug 1999

HEADHUNTER MANILA is an executive search company that operates within the Asia-Pacific region. We help multinational companies with their human resource needs from managerial to rank-and-file, and from fresh graduates to executive levels.

Reports directly to the Chief Executive Officer.

Frequently requested to handle to client companies based on solid performance in each assignment. Recognized for consistently meeting project goals, adhering to timelines, and delivering high levels of client/customer satisfaction.

Performs survey and research of the post requested by client-companies.

Analyses documents, invites potentials for an interview and screens and interviews candidates to match client specifications.

Presses key points in competence-based interviews.

Writes the Detailed Confidential Report of short-listed candidates specifying the candidate’s experiential history, academic competency, track record, personal background, current compensation package and the Consultant’s assessment with emphasis on traits and skills necessary.

Ranks and submits the short-list according to qualification, work experience and capabilities.

Closely coordinates with clients regarding their evaluation on the short-list and arranges client interviews (local and abroad).

Performs reference checks on successful candidates, as requested by a client and gives final results notice to all candidates.

Prepares business correspondence and maintains on-going contract with client company and short-listed candidates.

Escorts the candidate on the final interview and/or salary negotiation.

Identifies areas for development and conducts research and surveys as it relates to company’s clients and consultants needs.

Reads and reviews a wide variety of private, independent and government/public articles dealing with labor and placement issues, recruitment, trends and policies, computer technology, etc.

Concurrently oversees IT operations and makes appropriate recommendations and purchases with the approval of the CEO while performing executive search functions.

Performs other tasks assigned by the CEO. Assists in other projects spearheaded by the other business units (Special Projects and/or Organizational Development Division).

JETSONIC PRINTERS

Position Title : Graphic Specialist

Industry : Printing / Publishing

Duration : Jan 1994 - Aug 1996

Performs graphic designing of clients’ business cards, brochures, letters, leaflets, posters and other marketing paraphernalia.

Maintains and ensures proper working condition of hardware (i.e. Personal Computers, printers, copiers, fax machines, scanners, etc.).

Additional Information

ACADEMIC COMPETENCY

Certificate Course on Recruitment, Testing and Selection, Post-Baccalaureate Course in Human Resource Management, Certificate Program Center, De La Salle University, - College of Saint Benilde, Manila, September 1997

Bachelor of Science in Business Administration, major in Management Information System from Philippine School of Business Administration, 1995

Diploma in Computer Programming Course, COBOL Programming with Customer Information Control System (CICS) from Systems Technology Institute-Marikina, 1993

AWARDS / CITATIONS / SCHOLARSHIPS RECEIVED

1998 Young Professional Awardee for Professional Sector, Parangal ng Bayan, Young Achievers and Professionals Foundation, Malacañang Palace, 30 December 1998.

Tuition Scholar, Diploma in Computer Programming Course, STI-Marikina, 1991 to 1993

TRAINING/SEMINARS ATTENDED

Awaken the Leader in You, Sykes-Meralco Foundation Learning Systems, Antipolo Rizal, Philippines, 1-3 August 2001

Getting to the Heart of Customer Support, IMPACT Learning Systems International, Sykes Training Room, 24-25 May 2001

Introduction to Macintosh, Sykes Asia, Inc., 4 Oct 2001

Effective E-mail and Business Writing, Guthrie-Jensen, Sykes Asia, Inc. Training Room, 17 & 18 November 1999

Has attended various seminars / workshop / training on Management Consulting with Headhunter Manila including: The Consulting Process, Basic Selling Techniques, Closing Deals, The Art of Negotiation, Time and Stress Management, Competence-based Interviewing I, II and III, Psycho Cybernetics, Paper Management: An Effective Way of Filing, Executive Resourcing: The Targeted Selection Process, The Power of the Phone, Customers Mean Business, The Art of Persuasion, Effective Communication, Recruiting, Interviewing, Selecting and Orienting New Employees, among others.

Good Day!

I am ALFRED - Active, a Leader who listens, Friendly, Responsible, Energetic and Dynamic.

As a leader, I ensure that my team performs at the desired service level standards. I monitor all activities related to the team's performance to continuously achieve total customer satisfaction.

I am confident that my combination of my excellent people skills, practical work experience and computer knowledge has prepared me for making an immediate contribution to your organization.

As you’ll see on the enclosed resume, I have the educational background, professional experience in managing a business and managing people, and track record (3years in Executive Resourcing and more than 15 years in Customer Service / Operations Management) for which you are searching. In addition, I am motivated and enthusiastic, and would appreciate the opportunity to contribute to the organization's success.

Having worked with multinational firms, I understand the level of professionalism and communication required for long-term success in the field.

An interview would grant me the opportunity to demonstrate my abilities. If you're looking for an experienced professional to provide superior service and promote customer satisfaction, you've found him.

Yours sincerely,

Alfredo S. Marquez, Jr.

"Twenty years from now you will be more disappointed by the things that you didn't do than by the ones you did do. So sail away from the safe harbor. Catch the trade winds in your sails. Explore. Dream. Discover." – Mark Twain



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