Brgy Bpo
Resume:
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/
**************@*****.***
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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