Operations Director / Head of Operations / Human Resources Director

SUMMARY OF QUALIFICATIONS:

Over ** years of BPO / Call Center / Customer Service experience supporting various campaigns in the US, AUS, and UK from the Philippines.

Extensive experience in people management, leading operational and support teams – Human Resources, Recruitment, Office Administration, Finance/Accounting, IT Infra, Software Development, Learning and Development, Quality Assurance, and Workforce Management, with heavy focus on Customer Satisfaction, Customer Success, and Customer Retention.

Product and Service Delivery with exposure to various programs in Healthcare, Telecommunications, Travel, Ticketing and Reservations, Retail, Banking and other financial programs, Software Development, Technical Support, Back Office, Sales, etc.

Experienced in Start-Up Operations and Business Development.

Country and Site Leadership with Profit and Loss Responsibility.

SKILLS:

Service Delivery and Operations Management

Client Management/Customer Relationship Management

Customer Service, Customer Success, and Retention

People Management

Project Management

Process Improvement

Vendor Management

Human Resources and Recruitment

Office Administration and Management

PROFESSIONAL EXPERIENCE:

Buyer, MRO Electronics (2240 Pegasus Road NE, Calgary, Alberta) – 9/2024 – Present

Sourcing of high-quality goods and materials, assessing supplier/vendor relationships and optimizing inventory management processes.

Inventory Monitoring

Purchase Order Management

Supplier/Vendor Management; Review of contracts and negotiation

Review RFPs and RFQs from various companies for accreditation.

Analytical thinking and data analysis

Country Director, Certara Philippines, Inc. (formerly Synchrogenix) – 01/2022 – 08/2024

Overall management of Certara Philippines Manila Office with over 120 employees.

Office Administration and Management. Inventory management of all physical equipment, hardware, furniture’s, and fixture, etc.

Vendor/Supplier management, Purchasing thru RFPs and RFQs.

Compliance reporting to the Philippine government, particularly on Taxation, Employee Benefits reporting, and Health and Wellness of employees.

Created various Occupational Safety and Health awareness programs and headed the Emergency Response Team with First Aid and CPR training.

Led the local Finance/Accounting Operations and partnered with the Commercial Operations and Regulatory Services within the Manila office.

Senior Director, Head of Service Excellence – Entrepreneur’s Organization (E0) – 2/2021 – 8/2021

Oversight of the whole Member Services Center in the Philippines providing strategic support to a global organization with various leaders in the US, UK, AUS, and Asia.

Created various processes and streamlined workflows to enhance operational metrics vs targets.

Mentored and coached various operational leaders to improve communication, collaboration among the Manila team members.

Managed the overall infrastructure requirements of the team, including finances, supplies to requisition, IT Data Security and Vendor Management.

Vice President and Country Manager – Convey Health Solutions Philippines – 4/2015 – 1/2021

Overall leader of the Convey Health Solutions operations in Manila. Managed the day-to-day operations to ensure targets are achieved and SLAs are met.

Continuous collaboration and partnership with the local directors and managers to ensure the policies, strategies and direction of the company is aligned with our US Company.

Created and enhanced the Performance Management Program of the Philippine entity to align with local labor laws. Created various policies in the areas of Human Resources, Quality, Training, and Workforce Management.

Partnered with the US Business Owners to deliver objectives in the areas of Customer Satisfaction, Success and Retention, Quality (NPS/CSAT), Employee motivation and engagement, and sustainable financials.

Managed over 200 employees in Manila and over 600 employees in the US.

Office Administration and Management. Inventory management of all physical equipment, hardware, furniture’s, and fixture, etc.

Vendor/Supplier management, Purchasing thru RFPs and RFQs.

Compliance reporting to the Philippine government, particularly on Taxation, Employee Benefits reporting, and Health and Wellness of employees.

Created various Occupational Safety and Health awareness programs and headed the Emergency Response Team with First Aid and CPR training.

Some of the clients we supported includes Cigna, Medicare, among others.

General Manager/Site Lead – Alorica (formerly Expert Global Solutions) – 2/2012 – 7/2013

Day to day management of the whole site supporting the T-Mobile General Care with over 800 employees.

Day to day planning with directors and managers, partnered with department leaders in Quality, Training and Workforce Management to prioritize upskilling, to improve and enhance the capabilities and competencies of the overall workforce.

Scheduled bi-weekly calls with Client to report site and team performance. Client management ensuring transparency and constant communication is practiced.

Conducted Weekly and Monthly Business Reviews with the different operational and support teams. Conducted Quarterly Business Reviews with T-Mobile, reporting KPIs and delivering action plans.

Partnered with Human Resources for the Performance Management of Employees.

Partnered with Recruitment to ensure we hire the most competent and experienced candidates.

Created a robust Rewards and Recognition program patterned from Gamification to drive attendance and performance, so employees can continuously be rewarded and motivated to achieve better results.

General Manager – Magellan Solutions, 11/2010 – 2/2012

Day to day management of the whole company comprising of more than 600 employees covering 2 sites from Operations, Human Resources, Recruitment, Training, Quality, Finance and Accounting, IT Infra, Office Administration.

Head of Client Relationship and business development. Led the Sales team and presented RFPs to existing and potential clients.

Office Administration and Management. Inventory management of all physical equipment, hardware, furniture’s, and fixture, etc.

Compliance reporting to the Philippine government, particularly on Taxation, Employee Benefits reporting, and Health and Wellness of employees.

•Some of our clients included AT&T and BlueAnt Wireless, to name a few.

Operations Director – Alorica (formerly APAC Customer Services), 11/2008 – 11/2010

•Daily management of programs such as Wellpoint Blue Cross of California, Blue Cross of Colorado-Nevada, WellPoint Northeast, Maine, and New Hampshire with over 800 employees from 2 sites.

•Partnered with Human Resources on employee performance management; partnered with Recruitment on the hiring of skilled and experienced candidates.

Operations Site Director – Conduent (formerly Affiliated Computer Services), 10/2007 – 11/2008

•Overall site leader handling 3 sites of more than 2000 employees.

•Managed all operational teams and local support teams – Human Resources, Recruitment, Learning and Development, Quality, Workforce Management, Office Administration, and some dotted line reporting from Finance and Accounting.

•Along with the Business Directors and Managers, led programs such as Electrolux, Travelport, Delta Air Affinion, UPS, Barclays, Capital One, Blue Cross Blue Shield, and CAQH (Council for Affordable Quality Healthcare), to name a few.

•Vendor/Supplier management, Purchasing thru RFPs and RFQs.

•Head of Client Relationship and business development. Led the Sales team and presented RFPs to existing and potential clients.

Account Manager – Perot Systems Philippines, 04/2007 – 10/2007

•Managed the Tenet Hospital RCM and Athena Healthcare program with more than 180 agents, handling billing, collections, revenue management and customer service.

Operations Manager – Alorica (formerly APAC Customer Services), 5/2005 – 4/2007

•Launched and managed the WellPoint Pharmacy Services with 45 agents with 2 TLs. Ramped and doubled the program from inception.

•Managed the Unicare program with 300+ agents. Managed 3 LOBs, Provider, Member and Membership.

•Coached and mentored team leaders with respect to goals and KPIs.

Team Supervisor – Teletech Philippines, 3/2003 – 5/2005

Coached and mentored customer service and technical agents supporting Earthlink ISP and other internet and cable providers.

Agent/SME/Assistant TL – Teleperformance (formerly People Support Philippines), 1/2000 – 1/2003

As a super-agent, answered inbound calls, emails, chat support for various US clients, like Nokia, Fandango, VeriSign, Brothermall, Sprint, etc.

EDUCATION: DE LA SALLE UNIVERSITY, Manila, Philippines

Bachelor of Arts, major in Psychology, June 1999 and Bachelor of Science, degree in Commerce, major in Business Management, June 1999

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