EDUCATION

JENNYN OPONE

OPERATIONS SUPERVISOR

CONTACT

+63-917-***-****

ad4e64@r.postjobfree.com

Maria Luisa Road Banilad

Cebut City

SKILLS

Project Management

Public Relations

Executive Assistance

Time Management

Lead Generation

Inbox Management

Leadership

Effective Communication

Critical Thinking

Logistics Coordinator

Appointment Setting

UNIVERSITY OF CEBU -BANILAD

Bachelor of Science in Business

Administration Major in Financial

Management

2011 - 2015

Six Sigma (White Belt)

Coach Training

Feedback (Constructive)

D.I.S.C Personality Training

LEAP program

Career Development Program

Global Communication

Training

CERTICATES

AND TRAININGS

WORK EXPERIENCE

PROFILE

Experienced Operations Supervisor with over 5 years of experience managing agents and team leaders. Proficient in multitasking within a fast-paced call center environment. Skilled in facilitating issue resolutions through excellent communication, organizational, and interpersonal skills. Additionally, served as an Executive Assistant to the CEO, showcasing versatility and a strong background in executive support roles.

FEB 2023 - JAN 2024

WIPRO - KLA TENCOR

Operations Supervisor

EPERFORMAX - SPRINT & T-MOBILE APR 2019 - DEC 2023 Operations Supervisor

EPERFORMAX - SPRINT & T-MOBILE OCT 2016 - APR 2019 Team Leader

Dispatch and Resource Allocation: Efficiently dispatch engineers to repair sites based on urgency, location and skillset, considering factor like workload distribution and service level agreements. Allocate resources effectively to balance immediate repair needs with long-term preventive maintenance strategies.

Workflow Management: Overseeing the daily workflow of operations processes

Performance Monitoring and Reporting: Track and analyze key performance metrics, such as response times, call resolution rates, customer satisfaction scores, and service level agreements, to assess departmental performance. Generate reports, identify trends, and leverage data insights to make informed decisions, set goals, and drive continuous improvement in customer service operations. Issue Resolution and Escalation: Handle escalated customer issues, complaints and complex service inquiries, demonstrating conflict resolution skills, empathy, and professionalism in resolving challenging situations. Performance Monitoring and Reporting: Lead and guide a team of customer service representatives, providing coaching, mentorship, and support to drive performance and achieve service goals. Foster a positive team culture, motivate team members, and resolve conflicts or issues that may arise during operations. Performance Metrics Tracking: Track key performance indicators (KPIs) such as call resolution times, customer satisfaction scores, and service level agreements to evaluate team performance. Analyze data, identify trends, and develop action plans to improve performance, meet targets, and drive continuous improvement initiatives.

FREELANCER - PORTSIDE BROKERAGE

Executive Assistant /Logistics Coordinator /Appointment Setter Administrative Support: Provide comprehensive administrative assistance to executives, including managing schedules, organizing meetings, handling correspondence, and overseeing travel arrangements to optimize their productivity and time management. Calendar and Task Management: Manage executives' calendars, prioritize tasks, schedule appointments, and coordinate meetings, ensuring alignment with priorities, deadlines, and strategic objectives.

Shipment Coordination and Logistics Management: Coordinate freight shipments, match cargo with appropriate carriers, schedule pick-up and delivery times, track shipment progress, and ensure smooth logistics operations from origin to destination. Technology Utilization: Utilize freight management software using TMS such as Ascend and Loadstop. Build and post loads in loadboards like ONEDAT or Loadmatch. Organized book of business using CRM software, Hubspot.

FEB 2021 - JAN 2023

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