Operations Manager
Resume:
CONTACT
***.*********@*****.***
Antipolo City, Philippines
ian.amantillo
WORK EXPERIENCE
OPERATIONS MANAGER Biz Focused Present
Oversees day-to-day operations for an Australian based lead generation company, handling various departments such as Client Success, Network Optimization, Marketing and Tech.
Tracks daily, weekly and monthly performance on revenue, leads delivery, leads quality, web page activities, budget adherence and staff productivity.
Supports B2B clients with on-boarding and client management. OPERATIONS MANAGER QCF Construction 2014 – 2020
Manages day to day project activities and adherence to work schedule.
Manages subordinates, and allocate tasks and resources as needed.
Analyses and evaluates of strategic information such as revenues, budget, and changes in material cost, employee attrition and workforce projections. TEAM MANAGER hibu Philippines 2013 - 2014
Website Support and Customer Service Department
Managed a team of graphic designers supporting customer websites.
Took part in launching and managing new lines of business.
Provided coaching feedback and up training for customer service reps and graphic designers.
TEAM LEADER Hinduja Global Solutions 2010 – 2012 Telco Account – Sales and Service
Took part in launching a new campaign on a provincial site.
Trained, coached and mentored a team of six Team Leads.
Conducted up training for Sales and Service reps on process updates and learning reinforcement
Facilitated assessments on aspiring team leads and quality analysts.
Responsible for transitioning agents from training to operations.
Created learning modules to help reinforce product knowledge to Customer Service Representatives.
TEAM LEADER SITEL 2008 – 2010
Financial Account – Customer Service
Answers questions while agents are on-line and provide assistance in cases of technical problems experienced by agents in their system.
Able to provide timely and accurate updates to the associates
Able to create & execute “change” activities / interventions as part of a program being launched by operations
Able to know and follow existing internal and external processes of the program
Able to be responsible in the performance of his/her associates as well as his/her team
Able to closely monitor agent’s adherence to the schedules provided by Workforce
Able to complete one-on-one feedback sessions with associates, which can include counselling for disciplinary purposes
LANGUAGES
english
Written and spoken
flipino
Written and spoken
Ian Amantillo
EDUCATION
Bachelor of Science in Business Administration
Major in Banking and Finance
Philippine School of Business Administration
2000 – 2004
TEAM LEADER HTMT 2002 - 2008
Financial Account – Customer Service
Implements floor management policies in order to ensure adherence to service level agreements between clients.
Answers questions while agents are on-line and provide assistance in cases of technical problems experienced by agents in their system.
Able to provide timely and accurate updates to the associates
Able to create & execute “change” activities / interventions as part of a program being launched by operations
Able to know and follow existing internal and external processes of the program
Able to be responsible in the performance of his/her associates as well as his/her team
Able to run the floor as the Productivity Assurance Coordinator at least once a week
Able to closely monitor agents’ adherence to the schedules provided by Workforce
TRAINING
Basic Supervisory Skills
C3 University
Generation Diversity Training
C3 University
Coaching and Counselling
C3 University
Sales Fundamentals Training
Hinduja Global Solutions
Social Media Marketing and
Management
Udemy
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