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Customer Service Business Development

Barangka, 1803, Philippines
September 29, 2023

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Roland dela Cruz



• Leader. Manager. Coach. Mentor. Analyst. Strategist. Innovator.

• 22 years in Global Service Delivery

• Google, Alibaba, Verizon, Optus, Temple & Webster

• Sales, Customer Service, Technical Support, Operations Management, Business Development

• North America, LatAm, EMEA, APAC and ANZ

Willing to relocate: Anywhere

Work Experience

Senior Operations Manager

Temple & Webster

March 2021 to December 2022

Prepares, implements and delivers operational strategy and plans to achieve business goals, including the daily achievement of targets.

Understands and interprets organizational and departmental strategy requirements and works with appropriate groups to develop solutions that positively impact both customer and employee satisfaction. Reviews contact center operations and conducts needs assessments, performance reviews, capacity planning and cost/benefit analyses to improve performance across all teams and all services, with a strong focus on the customer care team.

Manages human resource objectives by overseeing job contributions; planning and reviewing compensation actions; enforcing policies and procedures for front line employees, building a team of highly capable and highly committed individuals.

Encourages the identification of process and practise improvements and provides recommendations for changes to processes.

Develops testing, training and monitoring to support successful implementation. Facilitates innovation through the introduction of new initiatives to improve performance of the teams. Drives the delivery of customer experience initiatives within the customer care team. Monitors team performance, attendance, productivity, etc. and ensure that functional, operational and customer SLAs are met, and leads, develops and coaches direct reports to maximize performance and engagement.

Manages reward and recognition programs.

Adheres to and understands constant changes in policy and procedure communicating and enforcing these across all teams.

Ensures efficient and effective dissemination and communication of information to team members in a variety of ways ensuring communication is clearly understood. Proactively communicates with the Australian leadership team. Manages risk and compliance to agreed standards and policies within the customer care team. Global Director, Service Delivery


March 2019 to November 2019

Manages overall operations on different sites and locations for the effective and successful management of resources, productivity, quality control and service level agreement as established and set for the Service Delivery Group.

Serves as a company representative on issues.

Enhances the procedure, systems and principles in the areas of service and operations management and looks for opportunities to expand services.

Carries out supervisory responsibilities in accordance with company policies and applicable laws. Responsibilities include interviewing, selection and hiring; training new and existing employees; planning, assigning and directing work; authoring and discussing with employees performance appraisals; addressing employee performance and corrective action plans; employee motivation and rewards. Recruits, selects, trains, assigns, schedules, coaches, counsels and disciplines team members. Communicates job expectations; planning,

monitoring, appraising and reviewing job contributions. Contributes operations information and recommendations to strategic plans and reviews. Prepares and completes action plans. Implements production, productivity, quality and customer-service standards. Resolves problems, completes audits and identify trends.

Forecasts requirements, analyzes variances and initiates corrective actions. Develops operations systems, implements, enforces and evaluates policies and procedures. Analyzes process workflow, employee and equipment requirements, and implements changes. Serves as the primary point of contact when there are customer issues related to quality, customer service, or accidents and mishaps. Communicates customer issues to the operations teams and devises ways of improving the customer experience, including resolving problems and complaints. Works closely with management teams to set and/or implement policies, procedures and systems; and to follow through with implementation.

Communicates all operating policies and/or issues. Senior Operations Manager


March 2017 to February 2018

Launches the Google Adwords Sales Team and the Google Cloud Sales Team in the Philippines. Manages Sales Accounts for Google Cloud and Google Adwords for Small- to Medium-size businesses in the North America, LatAm, APAC, EMEA, and ANZ. Responsible for the development of the operational talent pool by optimizing the skills of the existing team, in partnership with our internal recruitment teams to attract the very best external talent, in line with the agreed framework, succession planning to be in place to ensure key roles are filled and individual talents are recognized. Customer Relations Marketing Team Supervisor


September 2013 to October 2016

Manages team for Optus Inbound and Outbound Sales and Customer Service Telecommunications program to deliver customer satisfaction and problem resolution. Provides exceptional leadership to achieve high quality standards and high performance goals through managing assessment of service delivery and development. Analyzes performance data for operational issues and trends to ensure that all metrics are achieved through efficient utilization of various enterprise tools. Recommends innovative suggestions on incentive programs and performance appraisals to motivate floor staff. Formulates effective performance action plans for deficiencies by identifying process flow improvements. Program Manager

SEOGlobalSolutions Ltd

June 2011 to September 2013

Manages BPOs calling on SEO program for Google, Yahoo, Bing, YouTube, Facebook and Twitter. Performs client consultations to discuss the online advertising needs of different businesses from different industries targeting their prospective client bases. Holds periodic business planning and work performance evaluation with the Contact Center Directors and General Managers to discuss the KPIs and recommends long-range plans in consonance with the objectives of the program. Coordinates with the international office in Hong Kong on business development. Coordinates with the different teams in charge of the different levels of the SEO process from web design, article writing and keyword analytics, to on-page/off-page optimization, client retention measures and ROI analysis. Conducts training sessions for Program Managers, Team Supervisors, Quality Assurance Officers. Manages the different groups of the company and outlines important guidelines and procedures that assist the overall performance of the company.

Program Manager


July 2010 to June 2011

Manages consistent top performing teams from different BPOs calling on a SEO program. Collaborates with the US stakeholders in formulating plans of improving the program in consonance with the mission- vision of the Executive Board. Coordinates with the different support groups of the centers and outlines important guidelines and procedures that assist overall program performance of the Operations--IT, center management, quality, analytics teams. Trains, develops and motivates Contact Center Managers and Supervisors to be consistent performers.

Sales Manager


February 2001 to July 2010

Manages, trains, and coaches team supervisors and employees under numerous different outbound and inbound B2B sales accounts. Submits reports and statistics to the company's Executive Committee and program clients.

Customer Service Representative

Recall Telecoms Systems, Inc

April 1997 to February 2001


Bachelor of Arts in (B.A.), Philosophy

University of the Philippines - Diliman - Quezon City 1993 to 1997


• Operations Management (10+ years)

• P&L / ROI (5 years)

• Sales Management (10+ years)

• Executive Coaching (10+ years)

• Experience Design Management (10+ years)

• Client Relationship Management (10+ years)

• Change Management (10+ years)

• Data Analytics (10+ years)

• People Leadership (10+ years)

• Continuous Improvement Strategy (10+ years)

• B2B Sales (10+ years)

• Customer Service (10+ years)

• Inside Sales (10+ years)

• Technical Support (10+ years)


Certifications and Licenses

Lean Six Sigma White Belt Certification

September 2023 to Present

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