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BPO Operations Director

Location:
Olongapo, Zambales, Philippines
Posted:
October 29, 2019

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Resume:

EXPERIENCE

SSI, PHILIPPINES

****-**** ********** ********

Managed Operations for both our Cebu and Davao phone centers with a combined staff of over 2,500 FTE’s.

Created the Operations hierarchy, teams, salaries, bonus plan

Designed and negotiated the build-out for our Davao phone center and for our Cebu expansion; entails front-facing with architect, contractor, vendor, and lease holder

Well experienced in vendor and contract negotiations

Created/implemented new policies to ensure proper procedures

Increased overall production and quality at both centers

Account management for multiple clients/accounts

Created and managed the CapEx, P&L, annual/monthly budgets

Strategic planning for hitting and exceeding expectation for the company and for our clients

In 2009, responsible for rebranding the company in the local community, did local marketing and job fairs

Increased profitability in 2017 by achieving over a 100% production rate

DATESCENSION, COSTA RICA/DOMINICAN REPUBLIC 2000-2005 OPERATIONS DIRECTOR

Established the company in both countries to a combined staff of over 700 FTE’s

Managed day-to-day operations, handled recruitment, training, and client service

Responsible for client site visits

EDUCATION

Harris University

BA/Business Management

REFERENCES

CHRIS MANGELSON, KEY RESEARCH

adapms@r.postjobfree.com

RICK WATSON, SSI-RN

adapms@r.postjobfree.com

JOEY HARMON, HARMON RESEARCH

adapms@r.postjobfree.com

DEREK RICE

OPERATIONS DIRECTOR

OBJECTIVE

Seeking a company that needs a strong leader to help them expand and become more successful in today’s market.

SKILLS & ABILITIES

19 years BPO management experience in an outbound call center environment of up to 2,500 FTE’s.

Established 4 call centers in 3 different countries.

Well-versed in autodialers and quality software

6 years Retail Sales Management Experience

Speak intermediate Spanish

Proficient in Microsoft Office

Self motivated and dedicated

VITALS

Luzon Avenue

Cebu City, Philippines

T +63.920-***-****

+66.062.490.5374

E adapms@r.postjobfree.com



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