RICHARD P. CORNELIO

* ****** ******, ***. ****, Meycauayan, Bulacan

E-mail: adii7h@r.postjobfree.com

Mobile No: 091********

Highly effective Operations Manager with 5 years of experience in operational management - offering uncommon blend of creative and analytical talents along with results-proven ability to apply new ideas, resourcefulness, and innovation to propel various programs to high-level performance.

EMPLOYMENT HISTORY

CANON BUSINESS SERVICE PHILIPPINES INC - January 2018 – Present

Operations Manager (Senior Operations Manager role)

Manages seven programs with 500+ total FTEs (and growing) distributed over 3 sites – Bonifacio Global City, Ortigas and Angeles (Pampanga).

Manages day-to-day operational activities of assigned programs in coordination with the client representative and/or other functional units of the organization as it relates to manpower resources, systems & procedures & quality improvement efforts.

Provides directions to the Shift Managers to ensure operational efficiency, responsiveness to customer/client requirements and achievement of program/division/organizational goals.

Initiates continual improvement in Contact Center Operations to exceed customer expectations and to meet business requirements.

Implemented a Lean project that helped in maximizing the hours of the Quality team and cutting process wastes which saved overhead costs.

Implemented cost-saving initiative which helped in eliminating overtime costs.

Implemented cost-saving initiative which helped in saving costs by minimizing manual hours.

Assisted with the Process Excellence trainings to improve operational maturity of the leaders with 100% of the leaders trained.

Maintains a high performing operations group by constantly reviewing and redesigning systems and structures to ensure efficiency and effectiveness of the programs & the entire division.

Created work-force management forecasting tool which helped in projecting seasonal volumes to ensure operations is staffed accordingly to eliminate unproductive hours.

Established the Quality team and streamlined Quality processes which helped in hitting the Quality target of 98% in 3 months (from the baseline of 89%).

Rolled out the EWS (Early-Warning Signal) across all regions and all sites which helped in forecasting and retaining attritions.

Have been directly engaged in project management every time a new client comes in and needs to be on-boarded.

Responsible for setting up the third site in Ortigas (change management/transitions tasks, capacity planning, etc).

Maintains an efficient performance management system by setting performance objectives with Operations Managers; monitoring performance; conduct performance reviews and acts to correct performance problems or sustain good performance.

Established the balanced scorecard of the program to effectively measure the performances from Team Member level (Operator), Team Coordinator (Team Lead) up to Shift Managers (Operations Manager).

Conducts monthly performance review with the direct reports and skip-level staff.

Conducts semi-annual and annual performance reviews of all employees across the division.

Conducts monthly connect sessions with the employees (direct reports and skip-level staff) to regularly maintain employee motivation and gather suggestions to promote team harmony and drive the company culture and values.

UNITED HEALTH GROUP

Operations Manager – LEVEL 2

May 2015 – January 2018

Applied Green Belt Six Sigma project which helped in improving Appeals and Grievances metric from 90% baseline to 97% vs the 95% target.

Provided support for both short and long term operational/ business strategies.

oCreated initiatives to drive CSAT and owns tracking mechanism which resulted to performance recognitions.

No.1 in CSAT for Q2, Q3 and Q4 of 2015

No.1 in CSAT for Q1 and Q2 of 2016.

Implemented process-improvement initiatives.

oImplemented projects that helped in improving UES (CSAT) performance.

oRoll-out of a tool which helps the advocates determine repeat callers.

oRoll-out Domain interview process (hiring – interview process).

Generated and created high-level reports presented/submitted to higher management and clients.

Performed various Data Analysis methodologies to help in identifying the problem and to come up with the best resolutions.

Productivity Metric Management – Ensures all staff is logged in all the time to ensure capacity every interval to handle volume to meet SLA.

Identified Risks and implement Controls.

oCreated an initiative on attrition analysis and mitigation which helped in improving the program’s attrition.

Ensures that the team meets financial and dashboard metrics.

oManages performance daily and has been leading high performing teams.

Represents Operations in a manner that is collaborative and consistent with the tactical and long-term strategic plans.

Resolves conflicts and remove barriers to achieve common goals.

Creates short-term, mid-term and long-term operational plans.

oCreates Action registries/items that helped in improving attendance and attrition.

Holds others not within reporting structure accountable for deadlines and deliverables.

Conducts FGD sessions with direct reports and skip-level to address opportunities.

Initiate engagement activities to help improve employee engagement and maintain a fun and positive working environment.

Bayview Technologies

English Customer Service Operations Manager

August 2014 – April 2015

Created processes to improve work processes, agent performance and overall work standards which resulted to a significant improvement on KPIs, especially on CSAT, and increased the number of customers.

Managed operations which is consists of 3 LOBs (email support, chat support, inbound and outbound phone supports) with 3 products per LOB with 60 FTEs in the Philippines and 60 FTEs in outsourced contact center outside the country.

Amended the department attendance policy which was mirrored by other language teams.

Directed the team towards meeting operational standards and client expectations.

Lead and directed various projects and product launch.

OIC for other language teams (Indonesian and Thai) whenever the APAC manager is not available.

Responsible for providing leadership to a customer-focused team or group of teams who ensure customers are fully satisfied with the service received and their needs are fulfilled.

Managed, motivated and maintained discipline through the structure of supervisory staff and agents.

Ensured close liaison with peer departments that all outstanding customer issues are fast tracked within the service levels, resolved and closed.

Developed and delivered a professional communication networks across the structure to all departments.

Provided direction to the team on activities and behaviors in accordance with organizational goals.

Provided guidance to the team on development, performance and productivity issues.

Involved in staff retention, recruitment, succession planning, appraisals and KPI management.

STREAM Global Services

Operations Manager OIC – Loyalty/Retentions/Sales Department

December 2013 – August 2014

Process Improvement – implemented new processes and introduced new tools that would help the employees from the leadership group down to the agent level to be more effective and efficient and adherent to all company and client policies.

Data Analysis – generated and analyzed data from various reports to identify areas for improvement and/or metrics correlations that are integral in creating action plans to improve agent performance in order to meet and/or exceeds client expectations.

Conducted Root-Cause analysis to identify specific behavior affecting performance gaps.

Assisted Team Managers in creating action plans to improve team performances.

Facilitated Performance reviews to identify the wins and the opportunities.

Performed other tasks as requested by the Operations Manager.

Team Manager – Loyalty/Retentions/Sales Department

May 2009 – December 2013

Coached agents to ensure best performance and to meet or exceed client goals.

Subject Matter Expert – spearheaded and created the Ultimate Cheat sheet/Process Guide project that was adopted by Training Department to help agents get the necessary information they need to resolve customer-related issues.

Acted as role model to promote company’s CORE values.

Responsible in making sure the team members have the necessary education and training to effectively provide customer satisfaction.

Monitored the queue and constantly checked the aux intervals/adherence of agents on the floor for compliance and productivity.

Responsible for Quality monitoring (using NICE and Clearmetrix applications) and provided

Responsible in taking escalation calls and do processes beyond Tier1 and Tier2 scope and resolves escalated customer issues.

Had knowledge in workforce tools to track and project program hours and to extract other activities/exceptions that have to be plotted for adherence (CMS, CC Pulse, Genesys).

Process Executive/Associate, August 2007–March 2009

HSBC – Manila 2 CMW, UP-AYALA Technohub, Diliman, Quezon City

Addresses costumer’s issues regarding their financial accounts (deposits, savings, etc.)

Customer Care Representative/Entertainment Consultant, October 2005- April 2007

CONVERGYSCommonwealth, Quezon City

Takes care of the concerns and requests of the customers from billing issues, equipment order, troubleshooting equipment and other concerns with their services.

TRAININGS ATTENDED:

Lean Six Sigma Certified

Green Belt Six Sigma – Trained and tested

Project Management Training (Pending PMP Certification)

Situational Leadership

Manager Alpha training

Retaining and Engaging Talents

QNI and P&L training

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