Manager Customer Care

RHONNIE GO

Unit N *** Dover Tower, Hampton Gardens, C Raymundo Ave, Pasig City

Mobile : +63-908-***-****

Email: adkg97@r.postjobfree.com

Professional Summary

Associate Director and Vendor Manager-experience dedicated to continuous process improvement in evolving markets

Results-oriented and proactive in finding cost-effective solutions to company-wide opportunities

Responsible for getting 3 sites ISO 27001 Certified

Management professional who excels in establishing relationships with customers, employees, vendors, and contractors

Management professional versed in all aspects of operations management, from scheduling to finance to production and marketing

Possesses exceptional communication, organizational and presentation capabilities

Career Profile: I am a contact center professional with 13 years of experience in the Business Process Outsourcing industry. Roles have been both as vendor manager and operations leader. My responsibilities span multiple contact center verticals (e.g. Financial, Technical, Customer Service, Sales, etc) across several sites both locally and internationally and participated in several start-ups for key accounts. I have extensive operations and account management exposure on both the supplier/vendor and client side, provide for a balanced management style that was and continue to be integral in driving high performance teams.

Associate Director

CSS – Juniper, Customer Care and Logistics

Oversee end-to-end operations of 150+ employees from hiring, developing, maintaining, and promoting staff across various levels such as IT, Networks, Telco, Finance, Facilities, Compliance, Sourcing, Recruitment, Training, and HR to ensure business continuity

Increased HC by 10 FTE increasing revenue monthly by $20k (YTD $120k) that wasn’t forecasted due to business intelligence improvements

Saved $80k annually for the client by reducing 10s on AHT through business intelligence efforts

Strengthened partnership with client and securing a 3-year contract renewal with the client through improving and stabilizing customer experience metrics

Streamlined internal development plan across the organization through 9-box exercises

Stabilized attrition to 3% monthly

Senior Operations Manager

Sitel, Staples (US, CA) and Scottish and Southern Energy (UK), Tarlac, Mandaluyong, and Pasig City (August 2017 – present)

Ramped SSE campaign from 300 to 800 HC from June 2019 to Dec 2019

Regained trust of Staples client by ramping up to 300 HC in Q3 and Q4 of 2018

Lead, direct, and manage the analysis of P&L, financial budgets, and forecasts where Business Intelligence projects bridged the client-value metrics from 70% to 86% in less than 3 months which boosted Client Confidence through Process Improvements and gave 45% more volume generating $26k revenue for 2 months in 2017

Sustained ramp throughout 2018 fiscal year generating $1.72M revenue for the company

Trained 3 OMs and 15 team leaders on the Global Operating System improve coaching efficiency

Improved annual employee NPS from 38 to 56 with a target of 45.

Reduced attrition from 11% to consistently hitting 4% for 8 months

Vendor Manager/Supplier Performance Leader

OnStar General Motors, Makati City (June 2016 – July 2017)

Partnered with the vendor to understand performance drivers by analyzing, root-causing, and action-planning around performance and its changes

Managed project releases for call center upcoming enhancements to tools, processes, and products

Identified customer and advisor trends and be at the forefront in understanding what is driving such trends

Advocated call center’s needs within the organization

Operations Manager, Program Head

Convergys, Microsoft Skype, Mandaluyong City (September 2013 – June 2016)

Oversaw end-to-end operations of 420+ employees from hiring, developing, maintaining, and promoting staff across various levels such as IT, Networks, Telco, Finance, Facilities, Compliance, Sourcing, Recruitment, Training, and HR to ensure business continuity

Lead, directed, and managed the analysis of P&L, financial budgets, and forecasts where Business Intelligence projects bridged the 7% - 8% gaps of GM% and boost Client Confidence through Process Improvements

Achieved 4 out of 5 rating for 3 years from employee engagement with below 4% attrition across the years

Operations Manager Program Head

Sitel, First Data Corporation, Baguio City (September 2008 – September 2013)

Performed Operational functions leading 300+ employees directly reporting to Operations Director to ensure satisfaction of the Company in alignment with Client Expectations

Directed and managed the production analysis of financial budgets and forecasts where Business Intelligence projects bridged the gaps of GM% and boost Client Confidence through Process Improvements

Associate Instructor 1, Philosophy

Saint Louis University, Baguio City (November 2006 – September 2008)

Designed curriculum and Facilitated in classes in my Masters’ Degree Program in Philosophy specializing in:

oAdvanced Metaphysics

oAdvanced Epistemology

oPhenomenology

Educational Background

Master of Arts: Philosophy, May 2008

Saint Louis University

Bonifacio Street, Baguio City

Training

GDPR Training (2019)

Professional Leadership Development (2019)

Lominger Principles (2016)

ISO Training (2019)

Managers as CEOs of the Business Unit (2015)

SOX Compliance Training (2012)

Workforce Management and Operational Levers (2015)

Managing Client Metrics (2012)

Financials and Employee Impact (2015)

Account Management (2012)

Coaching Culture (2014)

Yellow Belt Training (2010)

Lectures:

Public Lectures in SLU Entitled:

Kasaysayan, Kapalaran, at Kapatawaran: Isang Pagninilay Tungo sa Isang Pilosopiya ng Pag-asa (2008)

“Derrida and The New Politics of Beginnings” (2008)

Master of Arts in Philosophy Thesis Entitled:

Marion’s “Phainomena”: Givenness in Phenomenology (2008); Graduated Magna cum Laude

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