DEAN ALBERT B. PAEZ

CONTACT

Email: adf185@r.postjobfree.com

Mobile: +63-998-***-****

Address: The Columns Condominium Makati City, Philippines

PROFESSIONAL SUMMARY

Enthusiastic business development professional with experience establishing high-value territories. Adept in cultivating productive relationships with clients, achieving superior levels of account development, retention, and expansion.

CORE COMPETENCIES

Profit and Loss Management

Operations support

Project creation

Solutions development

Client relationship management

Strategic Planning

Business administration

Presentation design

WORK EXPERIENCE

Service Delivery Leader, FIS Global Solutions Inc., June 2019 – Present

Designs and implements new idea reviews and recommendations, concept and design development, project management and market introduction

Creates and executes marketing strategies to support business objectives while measuring effectiveness.

Evaluates and assesses new projects based upon size, complexity and time frame.

Contributes market and industry knowledge to new product development by capturing emerging market needs and providing feedback to Research and Development (R&D) and product management teams.

Develops marketing plans and material for product launches such as press releases, launch materials, customer presentations, videos and sales training materials.

Ensures brand and corporate consistency with all marketing strategies

May define and develop purpose, objectives and procedures of product messaging, naming and trademark management functions

Manage personnel activities of staff, i.e., hire, train, reward, motivate, discipline, terminate, performance reviews and pay discussions

Oversee operations and meet/exceed client expectation

Senior Manager, Operations, Sitel Philippines Inc., February 2019 – April 2019

Manage a team of Operations Manager

Responsible for Leadership development and operational rigor

Daily, weekly and monthly SLA reviews

Reports to the director of Operations on performance and profitability

Senior Manager, Operations, TaskUs Philippines Inc., November 2016 – February 2019

Managing accounts P&L

Responsible to multiple sites (local and abroad)

Proactively maintain regular engagement with key client contacts in line with client expectations.

Ensure delivery of Client KPIs/Sales targets including day to day service levels, customer experience, quality measures and compliance measures

Accountable for the operational performance of the client areas and for exceeding targets of all required metrics.

The continuous identification and implementation of operational best practice through innovation and interaction with the wider team

Selecting, effectively managing and coaching Operations Managers

Responsible for Business Continuity

Program Director, Operations, iQor Philippines Inc., December 2014 – November 2016

Responsible for improving operational efficiency in customer engagement and Customer satisfaction through historical data review and constant review with Operations Managers.

Required to monitor revenue margins for worker productivity, and developing guidelines for personnel evaluations, staff advancement and recruitment procedures.

Additional duties include formulating training and incentive plans; maintaining efficient team structure and performance through analytics, processes and tools; maximizing new client engagement; and working with the leadership team to develop plans to meet future needs.

Responsible for maintaining profit margins in all areas, according to established objectives. Also develop or maintain internal control systems to ensure accountability. In addition, often required to develop strong relationships with outside partners, such as vendors and advisors, as well as internal partners, including department supervisors and co-executives.

Operations Manager, Qualfon Corporation, September 2011 – September 2014

Lead and coordinate activities of Shift Managers and teams. This includes day to day and strategic activities to include people, technology and process development.

Provide outstanding internal and external sales and customer service to include commitment to key performance metrics as well as the customer experience.

Manage Cost and Operating Expense

Manage key performance indicators (KPI) for service metrics daily, weekly, monthly

Define, communicate, and implement a best in class sales and customer service model

Closely manage/monitor performance metrics, resource allocation and service level objectives

Balance costs & operational expenses against desired performance results

Manage Service Levels to Meet or Exceed Customer Expectations

Drive efforts to ensure best-in-class service delivery and efficiency in alignment with organizational service and compliance goals

Lead Generation Manager, Xlibris Corporation, April 2011 – September 2011

Assists the Sr. Group Operations Manager in the oversight and management of all Outbound programs both internally and at vendor locations

Managing performance and creating strategies to deliver Outbound leads consist with the finance plan

Partnering with Program Management on Monthly forecasting for Outbound Telemarketing, Oversight of Training Materials and Training Programs

Monitor, track, and report on paid search metrics, including trend analysis

Provide support for search engine optimization recommendations.

Interact with copywriter and web service manager to optimize copy and landing pages for Search Engine Marketing.

Small Business Division Accounts Manager, Live2Sell group of Companies, October 2009 – March 2011

Sales Trainer Expedia.com, Aegis PeopleSupport Philippines, Inc., May 2007- September 2009

Travel Specialist for Expedia.com, Aegis PeopleSupport Philippines, Inc. May 2006 –April 2007

EDUCATION

Bachelor of Science: Radiologic Technology

Cebu Doctors’ University – Cebu City

CERTIFICATION

Bankable Leadership Training – Dr. Tasha Eurich

EXTREME OWNERSHIP Training – Jocko Willink

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