HANNAH HAZEL CHARMAINE TAN, CLSSYB

Kaunlaran St. Pag-asa, 2 Subd. Karuhatan Valenzuela, Metro Manila, 1441

639*********-**-C• adieq2@r.postjobfree.com

GLOBAL PARTNER & VENDOR MANAGER

Business Development • Strategic Planning & Execution• Operations Management

Expertise in leading the implementation of Operational effectiveness and accomplishing effective business solutions

Forward-thinking and accomplished senior leader with proven expertise in the BPO industry operations. Strategic planner and resourceful problem-solver focused on improving operations and capitalizing on new technologies to position business at forefront of the field.

Ability to measure the effectiveness of customer success while defining operational metrics for the team and establish systems for tracking metrics. Demonstrates positive, high energy and customer-centric/solution-oriented mentality coupled with strong problem solving and critical-thinking capability

Employed effective communication, management, and interpersonal skills to develop and initiate companywide standard operation procedures (SOPs), best practices & tracking metrics to support comprehensive planning, budgeting, proposals, and analysis

Signature Strengths:

Performance Analysis • Continuous Process Improvement • Service Delivery Management • Cost Control & Budgeting • Team Leadership/Supervision • ROI & Revenue Growth • Relationship Building • Project/Program Management • Recruitment & Retention • Business Restructuring • Quality Assurance • Alliances/Partnership • Turnarounds/ Change Management • Vendor Management • Requirement Gathering • Partner Relations • Inventory Control • Training & Coaching

Professional Experience

GLOBAL PARTNER MANAGER & VENDOR MANAGER Feb 2015 – Present

PayPal Asia Services Limited, Makati, Metro Manila

SERVICE DELIVERY MANAGER Jun 2014 – Jan 2015

Sitel Philippines, Pasig, Metro Manila

Overview: Assigned to stellar success in meeting all established services requirements through data collection, root cause analysis and action planning. Acknowledge expertise in generating and presenting reports detailing process improvements, team performance, and agreed service levels.

Notable Achievements

Proposed and implemented a structured 6-month leadership selection process and program resulting in efficient completion of the leadership program and ensuring that 60% of the struggling leaders have improved their team performance and employee retention rates improved by 10%.

Championed the analysis on top drivers for low Net Promoter Score (NPS), Agent Satisfaction (ASAT), and high Average Handle Time (AHT).

Identified the correlation between the KPIs and created a workflow utilized by team members while also implementing Bootcamp to focus on consistent nonperformers.

SENIOR ACCOUNT MANAGER Mar 2013 – Jan 2014

Sutherland Global Services, Taguig, Metro Manila

Overview: Charged with the establishment of customer account plans for all assigned customers through steering a joint company/customer planning process resulting in swift identification and resolution of relevant customer needs, prioritizes initiatives, and company investments while also developing corporate business mission and vision. Excelled in establishing and coordinating sales workshops for outliers to maximize poor sales conversion records.

Notable Achievements

Forged solid rapport with Subject Matter Experts in transferring initiatives for tracking and evaluating performance level for 4 weeks.

Achieved benchmark results in ensuring that 40% of the outliers met the target by the first week while driving 80% of the population to meet their conversion target as well as graduated from the program in 4 weeks.

SENIOR OPERATIONS MANAGER Apr 2012 – Mar 2013

Alorica Pacific Rim Inc., Makati, Metro Manila

Overview: Solicited to oversee the process of selecting, training, developing, and managing the performance of direct reports in the area of specialty. Piloted the process of mentoring, coordinating, planning, and providing direction for the workgroup in compliance with the organization's policies and applicable legal requirements.

OPERATIONS MANAGER Mar 2008 – Apr 2012

VXI Global Holdings B.V., Makati Metro Manila

Overview: Charged with the effective management of unit productivity, workload oversight, and consistency in quality standards in compliance with regulatory guidelines.

Education

AMA UNIVERSITY, Mar 2021

Bachelor of Science in Business Administration Major in Management Information System

Certification

Lean Six Sigma Yellow Belt

Project Management

Risk Management

Collaborative Leadership

Critical Thinking

Coaching Skills for Managers and Leaders

Diversity and Inclusion

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