RYAN CARL A. DELA CRUZ, MPM ®, CMC

*Q ADB Avenue Tower, Adb Avenue, Brgy San Antonio, Pasig 1600

Linkedin public profile: https://www.linkedin.com/in/ryan-carl-dela-cruz/

adl31l@r.postjobfree.com

+917-***-**-**

EDUCATION

2002 De La Salle University, Taft Avenue Manila

Bachelor of Science in Commerce

Major in Management of Financial Institutions

OBJECTIVE

To be a part of a globally competitive company that provides professional and personal growth. To belong to an organization that constantly communicates significant knowledge to its people and more importantly, an institution that pushes its employees beyond their confines.

Summary of Qualifications

Extensive Background

18 years of experience in different BPO processes: Inbound, Outbound, Chat, E-mail and or back-office in a Technical Support, Financial Services, Outsourced Marketing, Recruitment Outsourcing, Customer Services and Health Outsourcing setting respectively

Solutioning

Price modeling, solution architect for new clients, implementation of new projects and campaigns, Market research, Proposal creation, involvement in fulfilling RFPs

Client Services

Contract Creation, Management and Implementation, Performance and Business Reviews, Client Presentations, Client Expansions (organic), upselling, cross-selling services

Operations Management

14 years of high-level management experience. Day-to-day operations, Workforce Management, Project Ramp requirements, Performance Improvement Plans, Employee Appraisals and Performance Improvement Plans, Facilities Management

Operational Excellence and Compliance

Six Sigma Processes (Lean and Greenbelt), Business Continuity Processes, Chief Information Security officer for ISO 27001:2013, Master Project Manager, Certified Management Consultant

Health Outsourcing

Pioneered, managed and maintained service levels for 4 lines of business with PH and US licensed nurses

Employee Sourcing

Employee profiling, Recruitment, Recruitment Marketing, Deployment, Capability Development, Hiring and Firing decisions

Project Financials

Revenue Management, Invoicing, Cost to serve, Department level revenue analysis, Employee Bonus and commission

Work Experience

August 2020 to Present GENERAL MANAGER, PEOPLE4PEOPLE, Q2 HR SOLUTIONS

Service Delivery

Leads a workforce of over 3,000 employees across the Philippines

Ensures that all contractual SLAs and KPIs are met for all clients

In-charge of implementation and mobilization of new clients into their locations, seat assignments, organizing all departments within the organization to ensure build outs are done on-time and within budget.

Manages and monitors scorecards of all the P4P business units

Creates and utilizes MIS and several other reports to ensure day-to-day operations function properly as well as predicting trends to be used for future projects.

Oversees client interactions, business reviews and cadence to ensure that our service delivery is within expectations.

Finance

Revenue projection, collection and realization.

Spearheads creation of pricing matrices for potential clients

Tasked to review and approve invoices before they are sent out to clients

Reviews division level revenues vis-à-vis operating cost to constantly improve efficiencies

HR & Recruitment

Oversees HR tasks such as payroll, labor relations and employee engagement.

Coordinates with Legal and HR in terms of rolling out new policies to further improve company policies and procedures.

Involved in monitoring recruitment requirements of clients, ensuring contractual obligations are met.

Business Development

Creates proposals and provides bespoke solutions for clients based on their requirements, directly dealing with C-level executives.

Involved in looking for potential businesses in the marketplace to create new revenue streams for the organization (as well as organic growth)

Sept 2015- July 2020 GENERAL OPERATIONS MANAGER, Anderson Group BPO, Inc. (AGBI)

Provides overall direction to department heads in ensuring that company milestones are met based on the organization planning session.

Acts as the escalation point of clients for any and all concerns, whether it be day-to-day operations, or contractual requirements. Functions as the “problem-solver”

Responsible for all contractual agreements from an operational perspective and ensuring realistic and practical commitments are delivered and met.

Business Development

Creates proposals and provides bespoke solutions for clients based on their requirements, directly dealing with C-level executives.

Involved in looking for potential businesses in the marketplace to create new revenue streams for the organization (as well as organic growth)

In charge or putting together action plans and strategies to further improve the sales process of the company.

Takes care of the forecasting of seats and incoming sales of the organization to determine space capacity of each facility.

Service Delivery

Ensures that all contractual SLAs and KPIs are met for all clients, whether managed service, BPO or seat lease clients.

In-charge of implementation and mobilization of new clients into their locations, seat assignments, organizing all departments within the organization to ensure build outs are done on-time and within budget.

Manages and monitors scorecards of all the business units of the organization in reference to the ISO standards of the organization (Client Satisfaction, Cost efficiency, etc).

Creates and utilizes MIS and several other reports to ensure day-to-day operations function properly as well as predicting trends to be used for future projects.

Finance

Spearheads creation of pricing matrices for potential clients

Tasked to review and approve invoices before they are sent out to clients

Reviews division level revenues vis-à-vis operating cost to constantly improve efficiencies

Tasked to provide cost saving measures on a yearly basis (Saved over 2M PHP on 1st year of employment)

IT

Oversees service delivery and infrastructure teams of the organization

Spearheads IT related projects to ensure seamless completion and implementation of projects

Involved in asset management, procurement and deployment of IT assets to clients.

Ensures that all IT processes, desktop access, infrastructure is in compliance with PCI, GDPR, HIPAA and DPA

Marketing

Develops marketing strategies of the company for recruitment and sales purposes.

Highly involved in SEO, adwords and Facebook strategies of the company to improve company presence online.

In-charge or creating advertising campaigns of the company for both recruitment and sales purposes (collaterals, online ads, videos & social media).

HR & Recruitment

Oversees HR tasks such as payroll, labor relations and employee engagement.

Coordinates with Legal and HR in terms of rolling out new policies to further improve company policies and procedures.

Highly involved in monitoring recruitment requirements of clients, ensuring contractual obligations are met.

Oversees client interactions to ensure that our service delivery is within expectations.

Admin functions

Liaises with admin team in addressing facilities related deliverables whether client requested, government mandated (LGU level) or certification required (ISO & PEZA).

Deals with suppliers and vendors, negotiating for better prices and creating vendor performance metrics to ensure that the organization gets the best out of each provider.

Provides recommendations to the senior management for potential new offices and business opportunities.

Compliance

Functions as the Chief information security officer to monitor and maintain the ISO standards and certification of the organization.

Spearheads the creation, implementation and management of all company policies and procedures

Mar 2014 – Sep 2015 CALL CENTER MANAGER

Kgb Philippines

Managed 2 lines of business with a total of 100 staff including Agents, Supervisors, QAs and trainers.

Managed call center operations and processes to continuously improve efficiency and meet the organization’s objectives. (Customer Service, Fulfillment and Collections)

Managed a team of outbound sales agents who sell the organization’s UK based advertising services (Outbound Sales).

Acts as overall in-charge of call center operations for the Financial Services Customer Care and Sales teams in the Philippines.

Responsible for the design, implementation, execution, control, review, analysis, and reporting to clients of the Financial Services Customer Care and Sales teams in PH.

Acts as the overall project manager of both businesses providing planning and managing multiple projects simultaneously, ensuring that everything is done within timelines.

Establish and maintain operational performance metrics based on identified service level agreements. This includes performing continuous review of the customer service systems and processes, and implementing improvement plans to meet service levels.

Prepares and reports the business on a daily, weekly and quarterly basis. Covering all aspects of the business from SLAs, to CSAT, Employee retention and special projects.

Works closely with Executive Vice President of Global Customer Operations and other executives in managing the day-to-day operations of the assigned business vertical and have accountability in ensuring its operational excellence. This also includes developing and implementing strategies to increase client satisfaction and to increase efficiency.

Oversees client relations, resource management, personnel management, and quality management for both businesses.

Supports the Senior Executive on all customer care activities and is called upon to act in his absence.

MAY 2012 –Nov 2013 SALES AND OPERATIONS HEAD,

MANAYER MARKETING L.L.C., (TRANSCASH, UAE), DUBAI, UAE

Managed 3 branches, 15 staff

MAR 2011- FEB 2012 OPERATIONS LEAD, CARE MANAGEMENT/ PROJECT RADIANT,

ACCENTURE, PHILIPPINES

Handled (2) Operations Managers, (7) supervisors, (2) communication coaches, (2) subject matter experts, (2) product trainers and (150) agents comprised of US registered Nurses, PH registered Nurses and Non-Nurses.

Lotta – Fax processing

MM – outbound preventive

Adeline – outbound post discharge calls

Stars – outbound calls to remind members to avail preventive Healthcare services

JUN 2009 – MAR 2011 CLIENT SERVICES MANAGER/ OPERATIONS MANAGER,

AT&T UVERSE, TECHNICAL SUPPORT, VXI GLOBAL HOLDINGS, BV

Lead 2 Operational Locations (Munoz, QC and Buendia, Makati), managed (6) Group Managers, (27) Supervisors, (36) Subject Matter Experts and (450) Technical Support Representatives

FEB 2007 – JUN 2009 OPERATIONS MANAGER

AT&T TIER 1 TECHNICAL SUPPORT, ACCENTURE, PHILIPPINES

Managed (1) division with (7) Supervisors and (150) Technical support agents

AT&T TIER1 TECHNICAL SUPPORT, ACCENTURE, PHILIPPINES

In-charge of a team composed of 18 agents who provide technical support and customer service to DSL customers in the US.

DEC 2005 - FEB 2007 CHF OPERATIONS RESEARCH, JP MORGAN CHASE BANK N.A.

In charge of a team of 21 researchers who respond to inquiries and resolve customers’ issues via email and in-bound calls.

OCT 2005 - DEC 2005 PROCESS AND QUALITY ANALYST, DELL FINANCIAL SERVICES – CLIENTLOGIC, PHILIPPINES

Acts as a Six-Sigma Ambassador for the whole site that implements and creates processes in line with the philosophy of Six Sigma.

OCT 2004 – OCT 2005 COACH/ TEAM LEADER, CLIENTLOGIC PHILIPPINES

FEB 2003 – OCT 2004 CSR - FINANCE, AMERICAN EXPRESS FINANCIAL ADVISORS-SYKES ASIA, INC

CRD NUMBER 4650187 under IDS LIFE INSURANCE COMPANY (www.nasd.com)

Underwent thorough training and licensure requirements such as SERIES 6 and 63 to be able to handle calls for various kinds of foreign clients. Managed and provided excellent financial customer service on the phone, while spearheading various team-handling activities that motivate and increase the team's productivity.

OCT 2002 – FEB 2003 CSSR, CHEVRON-TEXACO, CUSTOMER CONTACT CENTER C-3

Seminars Attended

ACCOUNT MANAGEMENT, July 2011, Accenture, Cybergate 2, Mandaluyong

PROJECT MANAGEMENT CERTIFICATION, September 2010, VXI Global Solutions, Makati City

MANILA LEAP LEADERSHIP SEMINAR, February 2008, Accenture Customer Contact Services, Renaissance

Hotel, Makati City

SKILLS ASSESSMENT TRAINING, January 2008, Accenture Customer Contact Services, Robinsons Pioneer Mall, Mandaluyong

BPO OPERATIONAL EXCELLENCE, July 2 – 3, 2007, Accenture Customer Contact Services, Robinsons Pioneer Mall, Mandaluyong

SUPERVISOR TRAINING. Feb 2007, Accenture Customer Contact Services, Robinsons Cybergate1, Mandaluyong

COACH 101, May 2005, Holiday Inn, Clark, Pampanga, CLIENTLOGIC, Philippines

SKEP – SKILLS, KNOWLEDGE ENHANCEMENT PROGRAM, November 2004, CLIENTLOGIC Philippines

PROGRESSIVE COACHING SEMINAR, September 2004, CLIENTLOGIC Philippines

AIESEC NATIONAL CONVENTION, March 2001, L'Assocation International des Estudiantes en Sciences et Commerciales, Cebu City, Philippines

Certifications

Chief Information Security Officer, ISO 27001:2013

Master Project Manager, American Academy of Project Management, July 8, 2016

Greenbelt, Six Sigma Trained, certification pending, Feb 2017

Certified Management Consultant, August 2019

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