PAUL JOHN DELOS SANTOS
*** * ****** * ****** St Hagonoy, Taguig, Philippines, 092******** / 092******** addu5q@r.postjobfree.com / addu5q@r.postjobfree.com PROFESSIONAL SUMMARY
A manager with a demonstrated history of working in the information technology and services industry. Skilled in Coaching, Presentation Skills, Management, and Performance Management. A curious mind with a passion for problem solving. I have the kind of personality that thrives off on solving problems by focusing on solutions. Confident in my skills, I work well on my own initiative with minimal supervision. SKILLS
Report building Employee Relations Client Relations
Leadership
Analytics
Performance Management
Project Management
Training & Coaching
Recruitment
EXPERIENCE
Manager of Sales & Operations
KPSG International Inc (powered by Pioneer Life Insurance & Hollard Life Insurance) Makati, Philippines
Sept 2018 – Feb 2020
Heavily involved in talent acquisition, creation of operational processes in liaison with department heads, recruitment and retention of employees, financial and business sustainability management and streamlining of operational standards.
Created multiple business rules and strategies to improve the overall performance of the site and implemented performance management and improvement plans.
Supervise and assign duties to Team Leaders & Assistant Managers in technical control, sales production, collection returns & retention of customers.
Develop plans and set goals to ensure that all the Service Level Agreement with our Clients are met/
Responsible or daily operations for the 3 different line of business namely Sales, Collections, Operations & Retentions.
Budget creation for 3 different departments and operation implementation.
Maintain metrics, reports, process documentation, and customer service logs.
Serves as the site leader in Data Analytics to support different management decision.
POC for different vendors that are connected with the company.
Handling of Direct and Indirect reporting personnel with a head count of 90 to 120 depending on the monthly attrition.
Supervisor / Senior Process Executive
Cognizant Technology Solutions (powered by Google & Youtube) Taguig, Philippines
September 2017 - August 2018
Manage a special group of agents who specifically assigned to different projects.
Coach and set goals for every process on a daily, weekly and monthly basis.
Prepare and submit all the daily reports to the operations manager or the management team.
Build, shape and manage a strong set of people who can do email, chat, lead generation and other back office roles.
Team Manager / Subject Matter Expert
Alorica Teleservices Inc Taguig, Philippines
November 2014 - August 2017
Implement team goals and objectives
Supervise, train and guide team members to make sure the team meets their goals.
Mediate to any interpersonal issues within the group,
Inspire and motivate the team through feedback and coaching sessions.
Report & analyze the performance of the assigned group. Telesales Executive
Staff Alliance Inc (powered by Metrobank Card Corporation) Makati, Philippines
May 2012 - November 2014
Contacting potential clients & presenting the credit cards of MCC
Contributes to the team by providing and contributing to the daily team targets.
Influence customer to retain, add or upgrade their current products from Metrobank Card Corporation. EDUCATION
Bachelor of Science in Accountancy
Rizal Technological University, Pasig, Philippines October 2016
LANGUAGES
Filipino
English
CERTIICATES
LEAD Training
May 2017 at Alorica Teleservices Inc, Cubao
Focuses on Coaching & Leadership skills
Positive Management
August 2019 at Ateneo Graduate School
Focuses on People Management