Operations Manager
Resume:
Antipolo Rizal, PH ****
************@*****.***
Skype: kath_prettty
LinkedIn:
https://www.linkedin.com/in/kathleyva/
C O N T A C T
I N F O R M A T I O N
K A T H E R I N E
F E L I C I A N O
OPERATIONS MANAGER
I am a persuasive and motivating
leader with more than a decade of
diverse experience in managing
multiple lines of businesses as a
leader for Operations, Service
Management, and Quality. Expertise
include performance management
and governance.
Operations Manager
Leads a team of Team Leaders, Mentors, GURUs, and 105 CSRs dedicated to delivering the highest levels of performance and Customer Experience for a US bank. S I T E L PHILIPPINES
MARCH 2019 – P RESENT
W O R K E X P E R I E N C E
Operations Manager
Led a team of 20 Team Leaders, 20 SMEs, 20 Mentors, and 300 CSRs dedicated to delivering the highest levels of performance and Customer Experience for a Fortune 500 financial institution. This included motivating, building, coaching and developing Team Leaders into a highly responsive team that meets the required published
performance standards, as well as participation in hiring, ensuring supplemental QA and training programs are conducted for the team, whilst administering (as required) disciplinary actions in accordance with VXI’s HR Policies. Collaborated with internal Service Provider partners on ideas for improvement, implementing strategy and plans, and adjusting processes, as well as providing management guidance to the team, assessing resources, monitoring performance metrics and service levels, and providing feedback to leadership team.
Defined, deployed and reinforced behavior based
coaching, focusing on leadership development, through triad observations, leading coach the coach sessions, and best practice demonstrations. Thus, equipping supervisors with the soft skill and tools they need to be successful in their coaching sessions i.e. communication, feedback, questioning, goal setting, action planning, etc. The supervisors can then use this to coach their teams. VXI GLOBAL HOLDINGS B . V .
APRIL 2017 – MARCH 2019
Operations Management
Leadership Development
Behavior-Based Coaching
KPI Management
Quality Management
Process Improvement
Project Management
Customer Service (Email, Chat, Phone)
Virtual Assistance
S P E C I A L I Z A T I O N S
Enterprise Change Management (Sitel, 2020)
Walking Management for Directors (Sitel, 2020)
Digital Marketing Module 1 (Shaw Academy, 2020)
7 Habits of Highly Effective People (VXI, 2017)
Sitel Coach Track Training and Coach Learning Planner
(Sitel, 2010-2011)
BS Psychology – Far Eastern University, Manila (1998-2002) E D U C A T I O N &
P R O F E S S I O N A L T R A I N I N G
K A T H E R I N E
F E L I C I A N O
OPERATIONS MANAGER
i am a persuasive and motivating
leader with more than a decade of
diverse experience in managing
multiple lines of businesses as a
leader for Operations, Service
Management, and Quality. Expertise
include performance management
and governance.
Program Project & Service Management Lead
Spearheaded Performance Analytics and Improvement, including analyzing the business data, creating internal benchmarking reports and recommending process
improvements and cost reductions in the business
Supported in establishing and monitoring SOWs (Scope of Work) for the clients and the company and participated in contract proposals by using relevant benchmarking
information.
ACCENTURE
F E B RUARY 2015 TO MARCH 2017
W O R K E X P E R I E N C E
Team Developer
Mentored newly promoted Quality Specialists on data analysis, coaching, reports, call evaluations and ensured information alignment between Operations and Quality. BANK OF AMERICA CONTINUUM PHILIPPINES, I NC.
MAY 2012 TO OCTOBER 2014
Team Manager for Operations and Quality
Team Manager for Operations July 2011 to May 2012
Quality Assurance Lead December 2006 to July 2011
Quality Analyst - Sales Verifications (Chase B2B, CCA & CPP) February 2006 to December 2006
Customer Service Professional July 2005 to January 2006 S I T E L CORPORATION
J U L Y 2005 – MAY 2012
Civil Service Professional Exam (2002) - Philippine Civil Service Commission
C I V I L S E R V I C E E L I G I B I L I T Y
Customer Service (voice and email)
CEF Level: C2 (approximately equivalent to IELTS band score of 9 or 120 at TOEFL iBT)
Typing Speed: 54 WPM
Time Doctor and Kronos 8
MS Office (MS Excel, MS Word, MS Powerpoint, MS
Outlook)
NICE and Sage
Medallia
Canva and PicsArt
Wordpress
Google (Gmail, Gdrive, Gsheets, Gdocs, Gmeet,
GCalendar)
Zoom, MS Meeting, Telegram, Viber, and Skype
O T H E R S K I L L S
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