Operations Manager

Joanne Tong

Address: ** ******** ** ******** ***** 3, Acacia Estates, Taguig City

Telephone Number: (02) 7747–8945 Mobile: +63-906-****-*** email: **************@*******.*** Summary: Senior Operations Manager with over a decade of professional experience in the sales and customer service, supporting complex deadline-driven Operations which caters to both B2B and B2C. Education: BA Communication Arts, 1994-1998, Colegio de San Juan de Letran Certifications:

The Accidental Project Manager (March 2009) - Ateneo de Manila Graduate School of Business, Makati Performance Excellence Management (July 2009) - Ateneo de Manila Graduate School of Business, Makati Civil Service Examination Passer (Sub-Professional) 1996 Core Competencies Technical Skills Skills

Decision Making

MS Office

Customer Experience

Analytical Thinking

ActiveCampaign

Customer Insight

Accountability

GDS Worldpsan

E-Commerce

People Management

GDS Galileo

Product Launch

Business Acumen

GDS Sabre

Trend Analysis

Conceptual Thinking

GDS Amadeus

Capability Analysis

Problem Solving

Salesforce Cloud

Process

Improvement

Professional Experience:

Operations Manager

Jun 2020 – present

IPD (remote work – project based)

Main Responsibility:

• Group Manager: Develop and present reports on a weekly and monthly basis, analyze data to get smart insights. Manage the whole team to consistently improve performance and develop a strong dynamic culture of excellence and fun. Manage team members like our graphic designers, our customer service, VA, and video editors to ensure each team member is on time with his/her deliverables with regular check-ins.

• Community Management: Oversee support to our clients via the social media platform groups, email and phone/zoom. Manage social media team (YouTube, Instagram, Facebook) to engage with community members, to take on new projects such as building a huge social media follower, getting feedback from clients and do market research for new posts/content.

• Email Marketing: Create smart email list and monitor email marketing campaigns, responsible for segmenting lists based on behaviors like past email engagement and website interactions.

• Hiring superstar: in charge of hiring and offloading the freelancers + interns for each project. (For example, during a launch more contractors will be needed. The main job to find, direct and communicate with them on our behalf and also develop hiring process to build fantastic teams for both local & global freelancers and full-time staff.

• Ringleader: acts as the center of each project and will map out the entire task-list and timeline to ensure everything gets done.

• Captain of quality control: Reviews each part of the project to make sure it's functioning (i.e. Ensure that there's no broken links/ landing pages /errors on a critical launch element). Monitor for breaches of confidentiality and copyright.

• Goddess of SOP's: create our SOPs (Standard Operating Procedure), ensure they are followed and are met by each team member. Bring ideas to improve the overall business operations and profitability to GM. Operations Manager

Jun 2019 - Jan 2020

Everise (BGC, Taguig City)

Achievements:

• Created and facilitated Quarterly, Monthly and Weekly Business Reviews.

• Drove significant KPI metrics: AHT, FCR and GSAT exceeding client targets.

• Aligned the Agent Scorecards, incorporating essential metrics

• Ensure Training and Quality is aligned on client processes.

• Calibrate processes with TQA to ensure alignment.

• Updated and integrated Agent Scorecard based on their respective LOBs. Operations Manager (Gr 8)

Jan 2017 - Jan 2018

DNATA Travel Inc. (Clark, Pampanga)

Achievements:

• Formulated a 'Customer Journey' map where the mishandled baggage and missing property case process is streamlined and defined with specific detailed requirements per port to ensure staff are aligned with proper process (per port) and disseminate correct information to passengers.

• Calibrated updated process with Training and Quality team to ensure alignment with the stakeholders accordingly.

• Reinforce partnership and strengthen the relationship with DNATA counterparts in SG and AU.

• Developed the KPI metrics accordingly per channel on all LOBs. Senior Operations Manager

Oct 2014 - Dec 2016

Stellar Philippines

Achievements:

• Managed and led a team of 3 Operations Managers, worked across functions for the delivery of the overall operational metrics & sales targets.

• Reduced the program Revenue Leakage/Cost Absorption due to agent errors by 7% (USD 35,000) immediately on my 2nd day after on-boarding.

• Disseminate updated processes with the stakeholders and calibrate with both Training and Quality teams for proper alignment.

• Organized employee engagement activities and established team KPI-based incentive programs for employee retention.

• Formulated new KPI dashboard and realigned the existing metrics accordingly per channel on all LOBs.

• Revamped the escalation process and revised case handling turnaround time correspondingly. Account Manager

May 2012 - Oct 2014

Sutherland Global Services

Achievements:

• Minimized Revenue Leakage/Cost Absorption by 35% (USD 23,000) due to agent errors immediately on the 3rd day upon on-boarding by error identification and caption on end to end air travel processes.

• Performed a major clean up on program and fully transformed failing KPI metrics on SLA, quality, attendance and schedule adherence and achieved set targets within 6 months upon on-boarding.

• Succeeded to save the program from being pulled out and grew the account from initial of 27HC to 80HC within 18 months overseeing IB Sales, OB CS and back office operations with time-critical components.

• Garnered additional revenue for the company by receiving performance bonus of USD 12,000 for exceeding the KPI metrics (Attendance, Quality, Sales Conversion and Service Level) target set by the client for consecutive 6 months.

• Drove the initiative, launched and managed the new LOB of the program (Corporate Travel Desk). Manager, Operations Effectiveness

Dec 2009 - Sept 2011

Motif Limited Philippines

Achievements:

• Spearheaded a critical process improvement blueprint project for a major financial program which resulted to meeting NPS and CSAT targets after implementation.

• Improved the operational systems, processes and policies in support of organizations mission - specifically, support better management reporting, information flow and management, business process and organizational planning which lowered the employee attrition rate across the board.

• Increased the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions which led to a stronger employee engagement and employment retention.

• Performed a significant role in long-term planning, including an initiative geared towards operational excellence through long-term organizational planning and strategies. Project & Process Manager, Operations

Sept 2007 – Nov 2009

Motif Limited Philippines

Achievements:

• Managed and led the travel program from conception through implementation with an initial 30HC and expanded to 300HC within 20 months of service.

• Facilitated GDS training for the first 10 wave while managing operations, handling escalations, monitoring quality and track program progress.

• Was commended by the Client on numerous occasions for the quality and consistency of my performance that resulted to increasing the business revenue for my employer due to unexpected program expansion by organizing and implemented efficient workflow processes that resulted in significant cost savings. Ticketing Supervisor

Sep 2006 – Jul 2007

USA Gateway Travel

Achievements:

• Maintained consistent quality control and ensure the team maintains good quality service to customers.

• Was commended for exceeding the daily quota of 1,000 tickets per day by cross-selling 30% more of the daily quota.

• Was responsible for the attainment of set goals, efficiency targets and overall team performance.

• Conducted regular performance management to improve challenged members of the team by analyzing agents’ performance and develops action plan to bridge gaps.

• Disseminated and ensure that all agents are updated with the most current contracted fares, memos from airlines and company head office.

CCD/Subject Matter Expert

Apr 2003 – Jul 2006

PeopleSupport, Inc.

Achievements:

• Performed consistent & excellent quality control resulting to significant company cost savings of at least

$40,000 per month.

• Received Best in Performance award numerous times, consistently as well as Best in Attendance award.

• Handle all transferred supervisory calls from agents. Handle exceptional refund request via fax or documentation system.

• Assists agents with system concerns. Handle all current same day hotel reservation kickbacks. • Process payouts due to agent errors. Process LTA, PTA and post travel LTA cases.

• Guide agents on call handling procedures.

• Managed Worldspan & Sabre queues (all reject & call back queues). Process all refunds and charges in admin tools manually.

Travel e-Rep

Nov 2001 – Apr 2003

PeopleSupport, Inc.

Achievements:

• Received Best in Performance award numerous times, consistently as well as Best in Attendance award.

• Was chosen to be part of the pioneer team for the VIP account and also hand-picked to head the launch team for the Corporate Travel account.

• Assisted callers/customers with site navigation.

• Assisted callers/customers with an account and reservation inquiries.

• Processed flight, hotel, car and package reservation change or cancellation requests.

• Representative for all 9 different sites (accessing a total of 12 tools, 3 at a minimum at the same time) under one host.

Executive Assistant

Aug 2000 – Oct 2001

Manila Hotline Media Systems, Inc.

Achievements:

• Reported directly to the CEO, Mr. Oswaldo “Waldy” A. Carbonell, Filipino Journalist and Anchorman.

• Effectively prioritized and organized workloads in a constantly changing environment to meet daily and weekly schedules.

• Demonstrated capacity to provide comprehensive support for executive-level staff.

• Manage all executive level administrative tasks including scheduling meetings and conference calls and arranging travel.

• Adeptly handle incoming communications, respond to internal requests for information on a timely basis.

• Handle sensitive and confidential information with discretion.

• Meet with individuals, special interest groups and others on behalf of management.

• Developed an innovative records management system to process executive travel-related accounting documentation.

Reservations Staff

Feb 1999 – Aug 2000

Multi Destinations Travel & Tours

Achievements:

• Established good working relationships with customers/ clients.

• Handled hotel, flight and tour reservation.

• Issued domestic and international flight tickets using Abacus & Amadeus.

• Handle sensitive and confidential information with discretion.

• Handled birth and marriage certificate requests. Property Consultant

Mar 1998 – Sep 1998

Megaworld Properties, Inc.

Achievements:

• Earned excellence in Sales & Marketing training course by the company.

• Sold one of the 3 Penthouse condominium units worth P30 Million pesos.

• Sold high-end residential house & lot (Corinthian Hills). Tele-marketeer

Jun 1997 – Mar 1998

Megaworld Properties, Inc.

Achievements:

• With excellent Customer Service skills, was able to close and sold 3 condo units worth P15 million assisting a consultant with the project presentation.

• Was the only Telemarketer among the team of 5, who closed an actual sale.

• With exceptionally good commendation from the client and Consultant, I was immediately promoted to Property Consultant by the Sales Department Head.

References:

Mr. Chris Meneze - +1-650-***-****)

CEO & President Co-Founder, Bqurious Software

Former CEO, Motif Limited

Ms. Lisa Gillingham - +1-203-***-****)

Former SVP Customer Service, Priceline.com

Mr. Tri Huynh - +1-408-***-****)

Director, Business Development & Seller Integration, Walmart eCommerce

Former VP – Strategic Management & Sales, Motif Limited Mr. Anthony John Enriquez - +63-917-***-****)

Former Country Head Operations, Sutherland Global

Services

Mr. Brian Powell - +1-305-***-****)

Former AVP, Air & Sea Guest Relations, Celebrity Cruise Lines

Mr. Jason Skinner - +614********)

Country Manager – Mishandled Baggage, DNATA AU

Ms. Jocelyn Tan - +659*******)

Executive Business Officer – Ground Services, DNATA SG

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