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Operations Manager

Tibungco, Davao Province, 8000, Philippines
February 29, 2020

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Jarwin Felicilda Barnes

B* L* Segovia Street, Chula Vista Residences, Cabantian, Davao City, 8000, Philippines

Mobile Phone : 091********; Email address :

Has a solid background in team performance management in attaining time-bounded targets

Has background in computer networking, software installations and computer programming

Vastly proficient in the use of Microsoft Office’s EXCEL Application

Reliable on data analysis and case investigation

Accurately complete statistics/ reports with agreed time frame


Field of Study : Computer Science

Institute/University : University of Mindanao (UM), Philippines

Graduation Date : 2003

Field of Study : Computer Science/Information Technology

Major : Master of Science in Information Science

Institute/University : University of Southeastern Philippines, Philippines


Senior Operations Manager – CyberCity Teleservice/Iqor

August 2019 – January 2020


Organizes and directs the day-to-day activities related to the operation of the Call Center.

Responsible for managing, training and guiding call center managers in performing their duties.

Conducts effective resource planning to maximize the productivity of resources (people, technology etc.).

Collects and analyze call-center statistics

Operations Manager – IBEX Global

May 2016 – August 2019

AT&T BLUE/RC1/CBC – Billing and Sales

Responsible for managing the performance of team leaders and their representatives in providing quality service to meet performance and quality needs of clients while supporting the goals of the organization and remaining consistent with corporate policies, procedures and policies;

Ensure productivity and service level goals are maintained at all times

Responsible for maintaining a working relationship with the client

Billing and Sales Team Lead - IBEX Global

U-Verse Blue, AT&T Account

October 2013 – May 2016

Manages a team of 12 billing and sales specialist for Uverse Blue

Closely monitors team performance to ensure that quality and training goals are supported

Closely monitors agents to hone their skills in product support and sales

Able to provide ways for the team to excel and manage to maintain balanced metrics

Resolution Specialist – Team Lead

VXI Global Holdings, Inc

U-Verse Tech, AT&T Account

January 2012 – September 2013

Closely monitors the productivity of the Subject Matter Experts

Also provides statistical analysis for various metrics essential to the account

Responsible for spearheading initiative that reduces repeats and escalation

Able to provide ways for the team to excel and manage to maintain balanced metrics

L2 Support – Sales Lead

Synnex-Concentrix (formerly Link2Support, Inc.)

Linksys, by Cisco Account

November 2006 – December 2012

Provides relevant reports, analysis and updates to clients regarding sales performance

Responsible for conceptualizing initiatives as well as setting guidelines to maintain the group’s sales efficiency and integrity

Is involved in various decision making bodies when it comes to setting of goals, sales targets, work instructions, skills reinforcements and process outlines

Manages a team of 16 A1 support agents to spearhead sales initiative that can be implemented across all support groups

A member of various committees that constantly conceptualizes ‘game-plans’ to complement the site’s initiatives and thrusts with the current changing and trying times


Programmer, Technical Support Group

Dole Asia Philippines

April 2003 – June 2003

Maintained the company’s database and designed various web-based programs for its ease of use.


Born on November 1, 1980, married, loves reading… What I value most is people and honing their skills. I believe that everything can be learned as long as you have the right tool and equipment, or resource. I am known for bringing out talents within a person because for me, people come first. They are our main resource.


Available upon request

Certified True and Correct:

Jarwin F. Barnes

As of December 09, 2019

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