Customer Service Business Operations
Resume:
JOSE SANDY M. CARLOS
Lean Six Sigma
HR and Admin Management, Operations Management
Coaching and Development, Project Management, Customer Service management, Performance Improvement Management,
Leadership and Development
A Leadership Coach and a Resource Speaker
PROFILE
I started my career as a teacher and since moved
into the challenging world of Customer Service
Management, Administrative, and Human
Resource Management.
I was also given an opportunity in the Corporate
World and developed knowledge and skills in
Operations Management and made an impact by
practicing real- time and pro-active approach in
dealing with different areas of opportunities in
operations.
As a leader, I am guided by the definition of a
Coach which is –
“To convey a valued individual from where they are to where they need to be.”
I also believe that as leaders, we need to be the
“Chief Meaning Officer” to our people.
CONTACT
PHONE: 094*-***-****
LINKEDIN:
https://www.linkedin.com/in/sandymcarlos/
EMAIL:
****************@*****.***
SKYPE ID:
live:josesandymcarlos
WORK EXPERIENCE
DIRECTOR – Member Care, Inbound Customer Service and Billing Synergy Health Network
March, 2021 – October 28, 2023
HR OPERATIONS DIRECTOR
Realty One Group Infinity
January 2020 – February 2021
HR and OPERATIONS DIRECTOR
Corporate Innovators Baguio Inc.
December 2016 – December 2019
HR MANAGER
ACCXY’S INC.
April 1, 2015 to December 5, 2016
CERTIFIED LEADERSHIP DEVELOPMENT RESOURCE
Operations Manager
SITEL PHILIPPINES formerly CLIENTLOGIC PHILS.
February 12, 2007 – August 25, 2014
HR MANAGER
MMC GENERAL SERVICES COCA-
COLA BOTTLERS PHILS.
January 1999 to December 2006
HOTLINE SUPPORT MANAGER
SMART COMMUNICATION INC.
January 1996 to December 1998
DISTRICT SALES SUPERVISOR
COCA-COLA BOTTLERS PHILS.
September 1992 to December 1995
HIGH SCHOOL TEACHER
ST. SCHOLASTICA’S ACADEMY & DON BOSCO ACADEMY
June1990 – September 1992
WORK EXPERIENCE DETAILS
PHILIPPINES HR OPERATIONS DIRECTOR
Synergy Health Network
March, 2021 – October 28, 2023
As an HR Operations Director,
My role is managing and overseeing the human resources department of Synergy Health Network Inc. Operations in the Philippines. My key responsibilities include:
Leading HR teams, developing HR policies, managing employee relations, and implementing strategic HR initiatives. I am also responsible for leading and supervising a team of HR professionals. Demonstrating exceptional leadership abilities, such as effective communication, decision-making, and problem-solving.
I am also in-charge in developing and executing long-term HR strategies aligned with the business objectives. I also analyze organizational needs, anticipate HR trends, and propose innovative solutions. In-charge of Staying up-to-date with employment laws and regulations and managing legal and ethical HR practices. I am also in-charge in implementing Change Management as the organization often go through periods of change, such as mergers, acquisitions, or restructuring. On which I demonstrate my experience and success in effectively managing and facilitating change within the organization. As an HR Director, I am also the primary point of contact for employees, managers, and stakeholders. To whom I need to communicate clearly and effectively and build strong relationships and foster a positive work environment. I am also in-charge in aligning HR strategies accordingly with the organization's business goals. HR OPERATIONS DIRECTOR
Realty One Group Infinity
January 2020 – February 2021
As an HR DIRECTOR, I am in-charge in:
Recruiting and staffing
Compliance to regulations and employment laws
Compensation and benefits administration
Assessment and development of organizational health
Performance management
Employee wellbeing, health, and safety
Coaching and mentoring of employees
Creating standard operating procedures
Labor relations
Strategic workforce planning
Succession planning
Manage and maintain employee records
Policy development and implementation of human resources programs HR and OPERATIONS DIRECTOR
Corporate Innovators Baguio Inc.
December 2016 – December 2019
As an HR Manager, I am in-charge in developing corporate plans for a variety of HR matters such as compensation, benefits, health and safety etc.
Act to support the human factor in the company by devising strategies for performance evaluation, staffing, training and development etc.
Oversee all HR initiatives, systems and tactics.
Supervise the work of HR personnel and provide guidance.
Serve as the point of contact for employment relations and communicate with labor unions.
Monitor adherence to internal policies and legal standards.
Deals with grievances and violations invoking disciplinary action when required.
Anticipate and resolve litigation risks.
Report to senior management by analyzing data and using HR metrics. As an Operations Director,
I am in charge in providing inspired leadership for the whole operation of our organization's lines of business, which involves making and implementing important policy and strategic decisions, as well as the development and implementation of operational policies and procedures.
I am also assisting our Human Resources department with recruiting, when necessary, and help promote a company culture that encourages morale and performance.
My direct responsibilities include managing both the operations process, workforce management, implementing designed process, ensuring quality, planning, control, performance improvement, and operations strategy.
My indirect responsibilities include interacting with those managers in other functional areas within the organization whose roles have an impact on operations. Such areas include marketing, finance, accounting, personnel and engineering. HR MANAGER and PROJECT CONSULTANT
ACCXY’S INC.
April 1, 2015 to December 5, 2016
As a Project Consultant, I provide guidance to the project management team in assuming the overall responsibility for a project and I am the person ultimately accountable for its success or failure. I Lead the project development across all stages from inception to completion, I am also performing the following key tasks:
Initiating the project
Make an initial assessment of a proposed project based on formal business requirements or engagement with management, stakeholders, and clients.
Evaluate project/business requirements
Identify required assets and resources
Determine dependencies
Calculate costs
Estimate timelines
Assess risks
Formulate a detailed project plan
Ensuring that a project plan is a strategic document that specifies everything everyone needs to know about a project.
I also set the bar and the criteria (time, cost, quality, benefits realization, etc.) for assessing whether a project is successful or not.
Adopt measures that will help minimize risks
Develop relevant policies and processes
Define overall workflow/activity plan
Adopt the best framework for the project
Assign tasks and roles / Clarify tasks and roles
Set schedule and milestones
Set budget
Establish project scope, objectives, specifications, and quality benchmarks
Communicate project parameters, policies, and processes
Once a formal project plan has been formulated, the next step is to communicate the final scope, objectives, and other parameters. This is to clearly set the right expectations for everyone involved in the project.
Set expectations for all stakeholders
Implement comprehensive project documentation
Establish the workspace or project ecosystem to provide the management team with the right platforms, tools, and communication channels to get their respective tasks done properly.
Prepare or procure necessary resources, systems, and tools
Provide access to and ensure availability of relevant tools and resources
Build the teams needed to finish the project
Establish communication channels and protocols
Promote collaboration/relationship-building and execute the project plan As soon as everyone is on the same page and all project parameters are clear, I and my project leaders begin the task of executing the game plan from start to finish.
Keeping project within budget Keeping project moving on time
Allocating resources at optimum cost-efficiency Maintaining quality standards
Keeping teams highly motivated Managing change
Monitoring progress
Identify and resolve conflicts Addressing roadblocks and red flags Rewarding excellence
Initiate remedial actions/corrective measures when necessary
Updating all stakeholders with accurate progress reports
Closing the project.
WORK EXPERIENCE DETAILS
OPERATIONS MANAGER TT
CERTIFIED LEADERSHIP DEVELOPMENT RESOURCE TECHNICAL SUPPORT SUPERVISOR
CUSTOMER SUPPORT SUPERVISOR
SITEL PHILIPPINES formerly CLIENTLOGIC PHILS.
February 12, 2007 – August 25, 2014
As an Operations Manager, I serve the company and its customers by planning and implementing call center strategies and operations; improving systems and processes; managing staff.
Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating state-of-the-art technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer-service standards; contributing information and analysis to organizational strategic plans and reviews.
Develops call center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations.
Maintains and improves call center 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; installing upgrades.
Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures.
Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
Maintains equipment by evaluating and installing equipment; developing preventive maintenance programs; calling for repairs; evaluating and implementing upgrades.
Maintains professional and technical knowledge by tracking emerging trends in call center operations management; attending educational workshops; reviewing professional publications; establishing personal networks; bench-marking state-of-the-art practices; participating in professional societies.
Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
As the Company Leadership Development Resource, I assist in facilitating the leadership development training of the company supervisors and aspiring leaders. The leadership development process is defined as providing those in organizational leadership positions the opportunities, training and experience in expanding their knowledge and improve their skills.
My overall job duty as a leadership development resource is to facilitate that process.
I also assist in developing programs, facilitate training classes as well as experiences that help leaders develop in key areas.
Assess various training and development options and making recommendations on which to use
Aligning leadership training with an organization’s overall business goals
Consistently evaluating training and development materials to ensure they are as up-to-date as possible
Auditing the performance execution of the trained supervisors. WORK EXPERIENCE DETAILS
HR MANAGER
MMC GENERAL SERVICES COCA-
COLA BOTTLERS PHILS.
January 1999 to December 2006
As an HR Manager, I am in charger in developing corporate plans for a variety of HR matters such as compensation, benefits, health and safety etc.
Act to support the human factor in the company by devising strategies for performance evaluation, staffing, training and development etc.
Oversee all HR initiatives, systems and tactics
Supervise the work of HR personnel and provide guidance
Serve as the point of contact for employment relations and communicate with labor unions
Monitor adherence to internal policies and legal standards
Deal with grievances and violations invoking disciplinary action when required
Anticipate and resolve litigation risks - Report to senior management by analyzing data and using HR metrics As an Admin Manager, I am in charge in supervising day-to-day operations of the administrative department and staff members.
Hiring, training, and evaluating employees, taking corrective action when necessary.
Developing, reviewing, and improving administrative systems, policies, and procedures.
Ensuring office is stocked with necessary supplies and all equipment is working and properly maintained.
Working with accounting and management team to set budgets, monitor spending, and processing payroll and other expenses.
Planning, scheduling, and promoting office events, including meetings, conferences, interviews, orientations, and training sessions.
Collecting, organizing, and storing information using computers and filing systems.
Overseeing special projects and tracking progress towards company goals.
Building new and expanding existing skills by engaging in educational opportunities. HOTLINE SUPPORT MANAGER
SMART COMMUNICATION INC.
January 1996 to December 1998
As a Hotline Support Manager my duties includes the following responsibilities:
Manage and supervise a team of hotline support representatives, ensuring that they are providing high-quality customer service to clients who require support via phone or e-mail.
Monitor staff performance and provide coaching and feedback to improve productivity and ensure effective communication with clients.
Ensure that support staff are trained and knowledgeable about different products and services in order to effectively assist clients with their inquiries.
Monitor inbound call volumes and ensure the team is able to handle all calls in a timely and efficient manner, including meeting and maintaining service level agreements.
Collaborate with internal teams to identify areas of improvement regarding support services and procedures. Work with the team to develop and implement solutions that help improve service quality by identifying trends in client inquiries.
Supervise the escalation of complex or high-risk client issues to senior management, ensure proper documentation, communicate the issue resolution and follow up with clients.
Identify key performance indicators (KPIs) and metrics for the team, such as average handle time, first-call resolution rate, and customer satisfaction score.
Continuously analyze performance and generate reports to identify areas for improvement and develop action plans to address any deficiencies.
Create and maintain standard operating procedures that contribute to the consistent and effective delivery of hotline support services.
Stay current on business operations and policies, and industry trends and technological advances, in order to provide up-to-date information and support to clients and staff.
WORK EXPERIENCE DETAILS
DISTRICT SALES SUPERVISOR
COCA-COLA BOTTLERS PHILS.
April 1992 to December 1995
As a District Sales Supervisor, I am in charge with:
Supervise sales team members on daily basis and provide guidance whenever needed.
Identify skill gaps and conduct trainings to sales team.
Work with team to implement new sales techniques to obtain profits.
Assist in employee recruitment, promotion, retention and termination activities.
Conduct employee performance evaluation and provide feedback for improvements.
Contact potential customers and identify new business opportunities.
Stay abreast with customer needs, market trends and competitors.
Maintain clear and complete sales reports for management review.
Build strong relationships with customers for business growth.
Analyze sales performances and recommend improvements.
Ensure that sales team follows company policies and procedures at all times.
Develop promotional programs to increase sales and revenue.
Plan and coordinate sales activities for assigned projects.
Provide outstanding services and ensure customer satisfaction. HIGH SCHOOL TEACHER
ST. SCHOLASTICA’S ACADEMY & DON BOSCO ACADEMY
June1990 – March 1992
As a teacher, it is my duty to:
Establish and enforce rules for behavior and procedures for maintaining order among students.
Provide lectures, discussion, and demonstrations in my subject matter
Establish a clear objective for all lessons, projects, and communicate those objectives to all students.
Prepare classroom and activity materials
Adapt teaching method and instructional materials to meet students’ variant needs and interest
Maintain accurate and complete students’ records
Assign grades class work and homework
Observe and evaluate students’ performance, behavior, social development, and physical health
Enforce all administration policies and rules governing students
Plan and conduct activities for a balanced program of instruction, demonstration, and work time that provides students with opportunities to observe, question, and investigate
Guide and counsel students with adjustment and/or academic challenges or special academic interest
Instruct and monitor students in the use of care of equipment and materials, in order to prevent injuries and/or damages
Use audiovisual aids, and other equipment and materials to supplement presentations.
Confer with parents or guardians, other teachers, counselors, and administrators in order to resolve students' behavioral and academic problems
Prepare objectives and outlines for courses of study, following curriculum guidelines or requirements of states and schools.
Meet with other professionals to discuss individual students' needs and progress.
Prepare and implement remedial programs for students requiring extra help.
Attend professional meetings, educational conferences, and teacher training workshops.
Collaborate with other teachers and administrators in the development, evaluation, and revision of secondary school programs.
Administer standardized ability and achievement tests, and interpret results to determine students' strengths and areas of improvement.
SKILL & QUALITIES
LEADERSHIP COMMUNICATIONS
DECISION MAKING
PLANNING & BUDGETING
TIME MANAGEMENT ANALYTICAL
PEOPLE SKILLS
MANAGEMENT
COMPUTER SKILLS
PRESENTATION TEACHING
Employee relation skills
Emotional intelligence
Interpersonal skills
Strong leadership skills in
the workplace
Decision-making skills
Teamwork
Public speaking
Problem solving skills
Organizational skills
HR Management
Training and Development
Operations Management
Attrition and Retention Management Employee
Relation
Process and Implementation Management
Customer Service Management
Client Management
Data and Root Cause Analysis
Change Management
Organization Development
Performance Management
Procurement
Warehouse Management
Managing Fraud Client/Vendor
Management
Customer Service Management Coaching
and Teaching Skills Action Planning
Administrative Management Highly
organized
Diplomatic and Objective
Trustworthy and Discreet
Team Player and Support oriented
Patience, Integrity and Sensitivity
Assertive, Flexible and Adaptable
Excellent in building working relationships and able to influence others
TRAININGS &CERTIFICATIONS
Yellow Belt - Lean Six Sigma
Workers Statutory Monetary Benefits – DOLE
Ease of Doing Business – DTI and Civil Service Commission Coaching and Development
Building Leaders in the Zone
Coaching in the Zone Coach 101,
102, 201
Action Planning
Agent/Employee Process
Induction Process
Building a Coaching Environment
Flawless Execution
GOS - Global Operating System How
to have fun at work Building an
Effective Team KRONOS 5 and 6
Time Keeping
Associate SKEP - Skills and Knowledge Enhancement Plan Preventing Fraud
Security Awareness Real
Time Management
Managing Team Metrics Optimizing
Team Performance
EDUCATION
COLLEGE
FAR EASTERN UNIVERSITY
Bachelor of Science in Commerce (Major
in Business Administration) June 1985 –
March 1989
SECONDARY UNIVERSITY
OF THE ASSUMPTION
(Highschool)
June 1983 – March 1985
INTERMEDIATE
SAN FERNANDO ELEMENTARY SCHOOL
(Elementary)
June 1977 – March 1983
JOSE SANDY M. CARLOS
APPLICANT
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