Myles Osolio

*** ***** *****, ***** ******, Pines St., Mandaluyong, Metro Manila, Philippines

Cell. 091********

Email1. adyuv5@r.postjobfree.com

Email2. adyuv5@r.postjobfree.com

Recent

Experience

January 25, 2021 – Present FPS, Ortigas

Operations Manager

Remote management of operations for the purpose of their improvement on the platform.

Including establishing the communications norms with the service providers and managing the service providers’ expectations & for addressing service providers concerns. I ensure that the team is proactively looking for solutions to potential service providers.

Ensuring that the Key Performance Indicators for the program is consistently exceeded on a monthly basis.

Guarantees that employee morale is high & that the engagement w/ the rest of team is firm

& constant. There should be ongoing activities to keep the team motivated & enriched. More importantly, I should ensure that employee issues are prioritized & addressed immediately.

Develops each department by coordinating, motivating, providing coaching and feedback to the team.

Highlights: Remotely manages an average of 90 agents though 5 Supervisors and 4 Subject Matter Experts. Designed and trained modules for teachers’ standards and improvement for growth of the teachers and staff for their improvement. Previous

Experience

Sep 2002 - Present

Speaker, NLP Trainer & Resource Manager

Head workshops centered on improving corporate culture, leadership and needed skills to enhance performance in the workforce and leadership team.

Creating practical exercises for leadership skills and values for company improvement that develop competencies and provide follow through workshops to reinforce learning.

Teaching modules on language, corporate communication, emotional intelligence, neural linguistic programming, high impact coaching and others. Highlights: Clients include TrainStation, Six Sigma, 1st Strategic Outsourcing Inc, Motivating Minds, IBM, SC Johnson, Baguio Country Club, IAS, Bayer, etc. August 2015 – March 2018 51Talk, Ortigas

Operations Manager (Training)

Remote management of teachers for the purpose of their improvement on the platform. This includes Training – both Onsight and Offsight.

Including establishing the communications norms with the service providers and managing the service providers’ expectations & for addressing service providers concerns. I ensure that the team is proactively looking for solutions to potential service providers for their training and leveling up.

Ensuring that the Key Performance Indicators for the program is consistently met on a monthly basis.

Guarantees that employee morale is high & that the engagement w/ the team is firm & constant. There should be ongoing activities to keep the team motivated & enriched. More importantly, I should ensure that employee issues are prioritized & addressed immediately. Highlights: Remotely manages an average of 11,400 teachers though 2 Supervisors, 6 Specialist and 16 Associates. Designed and trained modules for teachers’ standards and improvement for growth of the teachers and staff for their improvement. JUNE 2013 – April 2015 EXL Philippines, Mall of Asia Senior Operations Manager

I was responsible for the profitability of the program, for the program’s revenue generation and for analyzing profit and loss statements. Ultimately responsible for budget and revenue projections and invoicing process.

Including establishing the communications norms with the client and managing the client’s expectations & for addressing client issues & concerns. I ensure that the team is proactively looking for solutions to potential client escalations.

Ensuring that the Key Performance Indicators for the program is consistently met on a monthly basis. I was responsible for overall management of operations including hiring & recruitment, training, quality assurance & workforce management. Moreover, for collaborating w/ the different departments on action plans for improvement.

Guarantees that employee morale is high & that the engagement w/ the team is firm & constant. There should be ongoing activities to keep the team motivated & enriched. More importantly, I should ensure that employee issues are prioritized & addressed immediately.

Develops each department by coordinating, motivating, providing coaching and feedback to the team.

Highlights: Had 3 OM’s and 11 TL’s reporting to me and an average of 375 FTE’s. Launch and Migration of 2 new programs in EXL and profitability of 3 accounts. Sep 2011 – Oct 2012 Convergys, Alabang

Operations Manager, Australian Telco

Main point of contact and responsible for account specific targets and agreed upon statement of work for day to day operations for Sales, Account Activations and Welcome Calls plus Retentions and Concierge queue.

Responsible for coaching the coaches to drive improvements and KPI metrics. Highlights: Client lauded launch of new programs.

July 2009 – Jan 2011 WNS, Eastwood

Senior Operations Manager, Financial Accounts

Main point of contact for managing account specific targets and agreed upon statement of work for day to day operations.

Responsible for exploring financial improvements and drive KPI metrics.

Develops each department by coordinating, motivating, providing coaching and feedback to the team.

Highlights: Successful launch of new 215 FTE program with 12 TL’s reporting to me. Best Practice initiative sharing for transition and transformation projects. Nov 2008 – July 2009 Harte-Hanks, Market Market

Senior Program Manager, Xbox Australia and New Zealand

Responsible for the profitability of the program, for the program’s revenue generation and for analyzing profit and loss statements.

I am a direct point of contact in managing the client’s expectations & for addressing client issues & concerns. I ensure that the team is proactively looking for solutions to potential client escalations.

Ensuring that the Key Performance Indicators for the program is consistently met on a monthly basis.

Guarantees that employee morale is high & that the engagement w/ the team is rich & constant and develops each department by coordinating, motivating, providing coaching and feedback to the team.

Highlights: Improved the account on a quarterly and year on year comparison. Meet and exceeded KPIs with maximum revenue with a total of 8 TL’s and 175 FTE. June 2006 – Aug 2008 HSBC Data Processing Phils., Alabang Manager Of Operations, Inbound/Outbound Collections

Has managed U.S. Card, Mortgage Services and Non-Real Estate Collections including Back Office Discharge and Charge Off accounts for Mortgages.

Six Sigma, Yellow Belt certified.

Responsible for coordination with business area to maintain and exceed performance level goals.

Develops a team of Assistant Manager of Operations by motivating and providing coaching and feedback for the team to grow and advance to the next level in the company.

Provides solutions to various opportunities presented based on policies and procedures to fulfill the ultimate goals of the department.

Leads new initiatives and creates a proper work environment. Highlights: Achieved Business as Usual status for Mortgage Front End Inbound and Outbound Collections, Discharge and Charge Off within allotted time. Annualized attrition rate of 13%, Annual Absenteeism under 4%, Nil financial or operational losses.

Have handled up to 128 FTE/employees under 8 TL’s. Coordinated group Strategic Planning Sessions.

Jan 2006 – May 2006 HSBC Data Processing Phils., Alabang Senior Assistant Manager Of Operations, Collections

Responsible for new hire on the job training.

Develops a team of Professional Coaches by motivating and providing coaching and feedback for the team to grow and advance to the next level in the company. Highlights: New hires achievement of 6 month learning curve in their first month of operational support.

Development and Promotion of 8 Performance Coaches to Assistant Manager of Operations positions.

Creation and implementation of new hire training.

Jan 2005 – Dec 2005 HSBC Data Processing Phils., Alabang Assistant Manager Of Operations, Collections

Develops a team of collectors by motivating and providing coaching and feedback for the team to grow and advance to the next level in the company. Coordinates information with proper dissemination on the operations floor to ensure heightened performance and competency.

Highlights: Top collections team for 3 consecutive months across all sites. Aug 2004 – Nov 2004 Ambergris, Mandaluyong

Team Captain

Grew a team of tech support specialists by motivating and providing coaching and feedback for the team to grow and advance to the next level in the company. Coordinates information with proper dissemination on the operations floor to ensure heightened performance and competency.

199*-****-*** Club

Host

Presented the main 700 Club show and co-hosted live. Was also a co-host for J-Factor. A youth oriented program which was a spin off to the main 700 Club episodes.

1990-2008

Actor

Has been an actor for Repertory Philippines, Trumpets, WOM Theatre, among others. Body of work includes – ‘So David’, ‘The Wizard of Oz’, ‘The Lion, The Witch and the Wardrobe’, ‘The Diary of Anne Frank’, ‘The Fantasticks’, ‘Great White Way’ and other works including Shakespeare, to name a few.

June-October 1998 Asian Technical Training Institute, Quezon City Trainer

Helped train and evaluate future hotel and restaurant employees 1994 – 1995 Ateneo De Manila University, Quezon City Educator

Moderated a class and handled Reading and Language subjects for other Grade 4 classes

Created lesson plans and incorporated student demographics in the design

Partnered in developing the Ateneo Children’s Theatre and neighboring Theatre groups Education 1990-1994 Ateneo De Manila University, Quezon City Bachelor Of Arts, Major in Psychology

Branched into Education with 12 units.

1986-1990 Ateneo De Manila High School, Quezon City High School Diploma, 2nd Honors, Sophomore Year

Personal

Information

An Australian born on Sept 8, 1973 in Manila. Fluent in English and Filipino. Knowledgeable in Windows, Office and numerous software applications. Has corporate experience since 2004 and was a performance artist for 15 years (Repertory Philippines, Trumpets, etc). Hobbies include computers, airsoft, reading and wargaming. Interests in sports include swimming, baseball, sky diving, underwater hockey, scuba and various others.

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