Operations Management

GARRICK YUE

+1-585-***-**** *******.***@*******.***

https://www.linkedin.com/in/garrickyue

OPERATIONS

Looking for the right opportunity to apply my leadership skills and work experience in a growing industry, while implementing improvements and best practices to further the success of the company.

CORE COMPETENCIES

Strategic Management

Problem Solving

Data Management

Creative Thinking

People Development

Collaborative Working

Client Relation

Change Management

Policies and Planning

PROFESSIONAL EXPERIENCE

Teleperformance June 2017 – August 2017

Account Director, Operations – China

Analyze opportunities to create a more effective coaching method to drive overall result

Created a reward program to drive employee engagement

Manage 7 LOBs’ day to day operations

Leadership development training and mentoring

Client relation and management

Sutherland November 2014 – June 2017

Account Manager, Service Delivery – China and Americas

New center launch operations

Interview candidates for program openings

Processes creation and implementation

Deliver new process training to leadership team

Successfully launched and managed multiple programs in China, US, Canada, and Jamaica

Strong metric management skills and analysis

Day to day business operations and close communications with different departments

Analyze opportunities to create more effective coaching to drive results

Implemented employee engagement initiative to improve employee engagement & attrition

Ensure effective feedback, coaching, and development/correction plans are in place for launches

Provide global standardization to new geography

Leadership development training and mentoring

Standardization to improve processes locally and internationally to lower absenteeism

Create budget file to forecast financial performance of the program

Conduct weekly review with the team to track progress and action plan result validation

Monitor and analyze revenue (cost) of the program to achieve and exceed targets

Partner with clients to share best practices to streamline processes and efficiency

Client relation and management

Sutherland March 2011 – October 2014

Customer Service / Business Operations Manager, Service Delivery – Americas

Effectively coach behaviors to achieve KPI

Ensure team engagement through recognitions and rewards

Maintain close communication with client on daily basis

Day to day business operations management (6 departments)

Interview candidates for Business Operations Team openings

Mentored and recommended potential candidates for leadership growth and opportunities

Coached one of the team members to become the best quality performer on the program to maintained 18 perfect 10s in a row

Improved overall Ops departments’ engagement and raised team quality score from 96% to goal to 111.86% to goal

Client relation and management

Sutherland September 2009 – March 2011

Customer Service / Business Operations Senior Consultant, Service Delivery – Americas

Ran 7 departments’ day to day operations

Assist in engaging consultants to achieve various KPI goals

Focus on daily effectiveness to ensure quality results

Maintain close communication with client on daily basis

Client relation and management

Sutherland April 2008 – September 2009

Various Customer Service Role, Service Delivery – Americas

Inbound customer service support

Outbound customer service support

Inbound sales support

Outbound sales support

House of Poon July 2005 – April 2008

Manager

Manage day to day operations of upscale fine dining

Led a staff of 19, including waiters/waitress, bartender, chefs, and delivery services

Seasonal menu creation, special promotion to attract new customers

Banquets and catering services

Club Evolution Auto Studio September 2000 – July 2005

Head Designer/Fabricator

Automotive customization design

Custom paint creation

In car stereo entertainment customization

Commissioned by Democrat and Chronicle to design and paint their eagle “Victory”

Requested by MCC to assisted with design and paint their horse “Anima/Animus”

Plum Tree Fusion Cuisine July 1995 – September 2000

Head Wait Staff/Assistant Manager

Manage day to day operation of upscale fine dining

Led a staff of 25, including wait staffs, bartender, kitchen staffs, and delivery service

Seasonal menu creation, special promotion to attract new customers

Corporate event catering

PROFESSIONAL TRAINING

PMP Online Courses, Udemy November 2016

OHSAS 18001, Sutherland March 2016

Platinum Coaching Certification Workshop, Sutherland January 2014

Senior Management Courses, Sutherland February 2016

Frontline Management Courses, Sutherland May 2011

Through the Customer’s Eyes, ICSA March 2009

EDUCATION

Commercial Illustration, Monroe Community College August 2007

LANGUAGES

Cantonese, Fluent in reading, writing and speaking

Mandarin, Fluent in reading, writing and speaking

Taiwanese, Fluent in reading, writing and speaking

English, Fluent in reading, writing and speaking

Contact this candidate