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
CHRIS MANGELSON, KEY RESEARCH
RICK WATSON, SSI-RN
JOEY HARMON, HARMON RESEARCH
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
Cebu City, Philippines