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Seasoned operations, client and shared services leader.

Location:
Taytay, Rizal, Philippines
Posted:
February 09, 2020

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Resume:

EXPERIENCE

Director of Operations ScopeWorks Asia, Inc. Jan 2014 - May 2019

- Supports the service delivery of a $2B UK-based speech technology solutions company utilized by two-thirds of Fortune 100 global companies

- Provides hands-on and strategic direction to multiple critical business units in Operations, Workforce Management and Planning, Talent Acquisition and Development and Client relationship teams

- Key responsible in designing a performance-based incentive scheme processes resulting to contractual penalties elimination and gaining monetary rewards from client that employees benefit from

- Key proponent of strategically combining Talent Acquisition, Training and Quality departments to streamline the “employee life cycle” resulting to efficiency, better profiling, addressed process gaps

- Solid experience in the launching of new accounts and establishment of framework of processes custom-fit to a certain account

- Key driver in meeting operational and financial objectives, compliance to client service agreements, organic and prospective growths of the business and launching of new programs/ LOBs

- Key contributor in preparing pricing models for potential clients, enhancement of the organization’s systems and processes and company-wide people engagement activities

- Employs effective and efficient performance management of the leadership team in the organization and the positive morale of employees in a robust tier 1 and tier 2 sites in Makati and Laguna

- Leads the periodic performance reviews with clients as well as address operational and financial conditions with stakeholders

- Defines, prepares and executes strategic plans within the forecasted annual budget allocations. Ensure strategies & actions are delivered & prioritized to react to changing conditions DARIO B. TALOSIG JR.

+63-091******** adbo71@r.postjobfree.com Taytay City, Rizal Senior Operations Manager Stellar Philippines May 2010 – Dec 2013

- Overall in charge of the operational and financial performances of programs – a low cost airline servicing regional and international flights based in Australia, an Australian wireless broadband internet service provider and a $20B Canadian telecommunications and media company

- Responsible for the growth and development of portfolio as well as skills enhancement and operational excellence of operations managers, team leaders and program-allocated resource personnel

- Accountable for the profitability of the programs, preparation and execution of strategic agenda, strong client trust and recognition and employee well-being and morale

- Responsible for the SLAs, profitability, excellent performance, penalty avoidance, client management and business continuity of the programs Operations Manager Stellar Philippines Aug 2007 – May 2010

- Instrumental in the start-up, management, operational and financial performance of a web- based IP Relay service for persons with hearing impairment and speech disability in the US.

- Responsible for the professional growth and development of subordinates

- Leads the campaign in exceeding client KPI expectations as well as providing appropriate solutions to program-wide challenges

- Key communicator between Ops team and other functional support groups to meet strengthened common goals

- Ensures operational compliance to policies and procedures and recommends process enhancements that will ultimately result to improved performance and fiscal gains Assistant Call Center Manager Teleperformance Jul 2005 – Jan 2007

- A pioneer in the service delivery of the fourth biggest $32B American telecommunications company that provides wireless voice and messaging services, broadband internet and data services

- Manages the performance and morale of 8 – 10 Team Leaders and their agents

- Prepares and executes action plans to immediately address operational challenges

- Ensures that cluster provides premiere customer experience and meet upselling targets set by business owners

- Manage and lead day to day operational and administrative responsibilities of the cluster Team Leader Teleperformance Sept 2004 – July 2005

- Formulate hourly and daily action plans to meet program objectives and key performance indicators

- Responsible for the effective coaching and mentoring of agents to accelerate professional growth and skills enhancement

- Conduct regular meetings and communicate crucial company policies and client initiated knowledge materials

- Provide analyses from data gathering to produce a calculated and effective rhythmic game plan in addressing call handling and behavioral issues

Store Manager Red Ribbon Bakeshop Inc. 2003 - 2004

- Overall in charge of store operations, local store marketing, people engagement and excellent customer satisfaction

- Accountable for the fiscal health of the branch through optimum staff scheduling strategies and other cost efficient practices

- Maintain store cleanliness, quality food products, excellent customer service and timeliness of food order preparation

- Determines product requisitions and forecasts to minimize if not eliminate unfavorable spoilages

Store Manager Figaro Coffee Systems Inc. 2001 - 2003

- Responsible for the day to day operations of the #1 home-grown specialty coffee company and achievement of daily sales targets

- Performs administrative functions in cash management, inventory and forecasting

- Enforces company policies as well as the local government unit’s strict operational requirements

- Designs employee engagement activities to maintain high employee morale Education

University of the Philippines, Diliman

Bachelor of Science in Economics

1995 – 1999

Skills

Financial Management, Process Improvement, Account Management, Operations Management, Project Planning and Management, Problem Solving

Certifications and Trainings

Six Sigma Green Belt

Ateneo Center for Continuing Education

Starting August 2011

7 Habits

Franklin Covey

Starting July 2009

7 Habits for Managers

Franklin Covey

Starting July 2010

High Impact Presentation

Dale Carnegie

Starting October 2012

Civil Service Professional – Eligible

Civil Service Commission, August 2017



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