President/Operations Lead

JIOVANNI CARLO S. RODRIGUEZ

Mobile number: 095*-*******

Email: adkf61@r.postjobfree.com

OBJECTIVE

To gain long term employment with a company that is on or looking to be on the cutting edge, a company that puts value on people and the business or services they’re promoting. Honest and Ethical, I am looking to call this company my family. EXPERIENCE

August 2019 – July 2020 Asticom Technology Inc. Quezon City Operations Lead

- Lead, motivate, and support a large team within a time-sensitive and demanding environment, including setup and implementation of career development plans for all direct reports and problem resolution

- Manage timely data collection to update operations metrics to achieve productivity targets, reduce cost per unit, eliminate errors, and deliver excellent customer service

- Track staffing requirements, hiring new employees as needed Actively pursue strategic and operational objectives.

- Ensure all legal and regulatory documents are filed and monitor compliance with laws and regulations.

- Understand regulatory landscape and compliance requirements; with emphasis on applicable KYC/AML/BSP requirements that include customer identification procedure, due diligence best practice, sanction screening requirements, and anti-money laundering protocols

- Proactive management of all AML/KYC/BSP and escalation activities to meet qualitative and timeliness requirements

April 2017 – August 2019 Amtrust Mobile Solutions Makati City Team Lead BPO Operations

- Directs and manages day to day of our outsourced call center operations.

- Develops and implements strategies that help drive operational efficiency.

- Oversee budgeting, reporting, planning and auditing.

- Coach supervisors and agents through identifying key behaviors to impact results positively utilizing the client’s customer service philosophy.

- Understands, communicates, and shares company vision throughout organization and provides cross-functional perspective, direction, and support.

- Handles issues, concerns, and complaints in an objective and timely manner. June 2016 – Aug 2016 Omniglobe International Eastwood, Quezon City Quality Assurance Supervisor

- Manages a team of Quality Analysts from different campaigns (Inbound and Sales Verification).

- Responsible for ensuring that all teams meet their respective weekly efficiency targets while maintaining zero variance in their quality evaluations.

- Track Individual and team performance, oversee Internal and Client Calibrations, Coordinate with Operations and generate necessary reports.

- Oversee training of new QA’s and ensure certification and successful integration.

- Analyze available data to drive improvement surrounding the identified campaign drivers. March 2016 – April 2016 Nodemax Ltd. Philippines Bonifacio Global City Quality Assurance Supervisor

-Develop, deliver and maintain statistically sound Quality reports that indicate performance rating, trend analyses, opportunities for performance improvement and data support for action planning and resolutions.

-Manages agent/project reports of trends and observations to ensure client & customer satisfaction.

-Partners with Operations Management to provide performance feedback (individual, client, and organization) and develop solutions that ensure standards are exceeded.

-Ensures all project and deliverables are on schedule, within budget and complies with client’s guidelines.

-Responsible for the development of Quality Assurance and personnel. Continually identifies QA system and QA process enhancements that result in decreased costs, increased customer satisfaction and overall process efficiency improvement.

November 2014 – March 2016 OCWEN Business Solutions Pasay Compliance Risk Analyst

-Assist with mortgage servicing aspects of compliance as it relates to Record Services, as well as compliance research of applicable state and federal laws.

-Responsible for the logistics, collection and coordination in preparation for on-site visits of state examiners, external Auditors, internal auditors, regulators and investors.

-Work closely with the Compliance Director on related projects, including coordinating compliance project activities across multiple business units.

-Manage the project portfolio and priorities to drive alignment with all business units and other key stakeholders.

-Provide leadership for compliance related projects

-Support project planning activities such as: Stakeholder Identification and matrixed Human Resource Management, Risk & Issues Management, Communication Management, etc.

-Create and maintain a project portfolio tracking tool for all projects.

-Coordinate meetings, as needed and facilitate the project portfolio review meeting

-Implement and track required implementation of regulatory Guidance and agency requirements within Record Services impacted processes.

August 2013 – August 2014 CBE Companies PH Inc. Bonifacio Global City Compliance/Quality Assurance Associate

October 2011 – July 2013 Customer Contact Channels / C3 Bonifacio Global City Quality Assurance Associate

October 2010 – October 2011 Garena Philippines Inc. Bonifacio Global City Internal QA/Customer Service Representative

EDUCATION

1996-2000 AMA Computer University Proj. 8, Quezon City Bachelor of Science in Computer Science.

SUMMARY OF QUALIFICATIONS

§ 5 Years Quality and Coaching Experience in a BPO setting.

§ 2 Years Network troubleshooting specifically DSL connection.

§ More than 10 Years of sales, after sales, R&D, marketing, logistics, and customer support.

§ Accustomed to handle delicate responsibility.

§ Tech savvy.

§ Fast learner and open to learning new things.

§ Willing to be trained if necessary.

§ Leads by example and receptive to feedback.

INTERESTS

Volunteer work, Photography, Computers, Cars, Sports, Current events COMMUNITY ACTIVITIES

Board Member and Officer of Central San Juan Volunteer Fire Rescue Inc. Events/Sponsorship Committee Ford Club of the Philippines

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