Manager Customer Service

EDJEE LOWELL B. CAYONA

Block * Lot **, Lessandra, Camella Subd, Brgy. Bata,Bacolod City 6100 +639********* *********@*******.*** EXPERIENCE

SENIOR OPERATIONS MANAGER

Results Manila, Inc (The Results Companies – Newtown)

(October 2019 – August 2020)

• Responsible for the Operations lead of a team and for the delivery of the overall operational metrics & sales targets.

• Determines account operational strategies by conducting needs assessments, performance reviews, and capacity planning; identifying and evaluating further opportunities for services and process improvements.

• Motivate and effectively performance manage Operations Managers within the account to ensure delivery of overall targets and business plan.

• Execute a well-defined Communication and Engagement model in place to ensure all Operations and Operations Support Teams understand the performance of the business

SITE HEAD / SENIOR OPERATIONS MANAGER

Focusinc Group of Companies, Inc (FGC+)

(July 2017 - September 2019)

• Managed, trained and motivated Operations Managers and Team Leaders to continuously improve knowledge and abilities in Customer Service and Service Delivery field.

• Worked directly with management, Senior Operations Managers, Operations Managers, and Operations Support departments to brainstorm, discuss strategy and mitigate Attendance, Retention, and Performance issues.

• Set, enforced and optimized internal policies to maintain efficiency and responsiveness to demands.

• Assessed financial statements and reports to evaluate financial performance, develop targeted improvements and implement changes resulting in improved margins. BUSINESS UNIT MANAGER

Panasiatic Call Centers, Inc. (Panasiatic Solutions)

(Feb 2013 – July 2017)

• Supported regulatory compliance by overseeing all audits to verify protocol adherence.

• Supported top-level decision-making and strategy planning, forging productive relationships with top leaders and serving as key advocate for various personnel issues.

• Observed each employee’s individual strengths and initiated mentoring program to improve areas of weakness.

• Applied performance data to evaluate and improve operations, target to current business conditions and forecast needs. ACCOUNT COORDINATOR

Panasiatic Call Centers, Inc. (Panasiatic Solutions)

(Jan 2012 – Feb 2013)

• Directed day-to-day operations focused on attainment of key business metrics, continuous improvement initiatives and 150 to 200-member management team with related direct reports.

• Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings.

• Strengthened performance metrics tracking and analysis to enhance tactical and strategic company plans.

• Established operational objectives and work plans and delegated assignments to subordinate managers. EDUCATION

ASSOCIATE IN COMPUTER SCIENCE MARCH 2003 FORTRESS COLLEGE KABANKALAN CITY, NEGROS OCCIDENTAL

ABOUT ME

Determined and responsible Operations Manager with more than 10 years of success boosting efficiency and streamlining procedures for customer service and operations groups. Focused on smoothly overseeing financial, personnel, and operational facets. Effectively balance targets with resources and optimize long-term success.

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