Customer Service Operations Manager
Resume:
Joseph C. Thelmo
#** ******** ***********, ** ******* ******.******@*****.***
Banilad, Mandaue City, Cebu 6014 ******.******@*******.***
Objective
To further develop my skills in operations management and supervision, social relations, share knowledge acquired in communication, customer service, sales and Information Technology; and help provide knowledge and understanding on Customer Service, Technical Support, Process Improvement, and People Management.
Professional Experience
Athena, Cebu City
October 2024 - present
Client Partnership Manager
Responsibilities:
●Built and maintained strong client relationships to ensure long-term satisfaction and strategic alignment with business goals.
●Resolved client issues and managed crises with professionalism to maintain service continuity and trust.
●Oversaw performance management by setting goals, tracking KPIs, and ensuring accountability among team members.
●Streamlined operations and optimized internal processes to enhance efficiency and client experience.
●Supported and developed Executive Assistants by providing training, tools, and guidance to maintain high service standards.
●Navigated negotiations and complex challenges, balancing client needs with company priorities.
●Communicated effectively with stakeholders, promoting collaboration and proactively resolving conflicts.
Alorica, Cebu City
May 2024 – October 2024
Senior Operations Manager
Responsibilities:
●Has the general function of a Senior Operations Manager
●Oversees the whole operations for a Financial Business process – leading a team of 500++ FTEs for both Cebu and Davao sites
●Handles and oversees the transition of the business/account to Alorica. Ensuring that all requirements are met and processes are followed.
●In-charge of account’s employee-relation events
●Does day-to-day interaction with the client and report on account’s performance
●Frequently provides updates and action plans to relevant stakeholders with regard to account performance and related issues
●Works closely with the client to ensure all needs are addressed
●Directly and Indirectly works with the Client to meet the business needs
●Leads and manages client visits, internal and external audits and business delivery reviews
●Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff
●Does regular discussion with both client and onshore counterparts on account’s progress and updates through business reviews and daily touch-base.
●Directly reports to the Senior Director
●Initiates action plans and root cause analysis for the account and collaborates with other departments for continuous improvement (i.e. quality, IT, etc)
●Collaborates with training, quality, and other departments to ensure company/account processes are calibrated
●Mentor and develop future leaders in the business
●Handles client escalations/complaints and provides feedback promptly
●Ensure all escalations/complaints are tracked and addressed within a given time
●Works with Human Resources for hiring and screening of both external and internal applicants
●Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met (such as NPS/CSAT, AHT, Quality, Compliance, Attrition).
●Initiates employee engagement activities for the company to keep employee morale high
●Works closely with Work Force to ensure that staffing is met daily
●Handles the invoices and P&L of the account.
Wipro Limited, Cebu City
December 2022 - March 2024
Senior Operations Manager
Responsibilities:
●Has the general function of Senior Operations Manager
●Oversees the whole operations for a leading Healthcare Isurance process – leading a team of 200 FTEs
●Handles and oversees the transition of the business/account to Wipro. Ensuring that all requirements are met and processes are followed.
●In-charge of account’s employee-relation events
●Does day-to-day interaction with the client and report on account’s performance
●Works closely with the client to ensure all needs are addressed
●Directly and Indirectly works with the Client to meet the business needs
●Leads and manages client visits, internal and external audits and business delivery reviews
●Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff
●Does regular discussion with both client and onshore counterparts on account’s progress and updates.
●Directly reports to the Assistant Vice President
●Initiates action plans and root cause analysis for the account and collaborates with other departments for continuous improvement (i.e. process excellence, quality, IT, etc)
●Collaborates with training, quality and other departments to ensure company/account processes are calibrated
●Mentor and develop future leaders in the business
●Handles client escalations/complaints and provides feedback in a timely manner
●Ensure all escalations/complaints are tracked and addressed within a given time period
●Works with Human Resources for hiring and screening of both external and internal applicants
●Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met (such as NPS/CSAT, AHT, Quality, Attrition).
●Initiates employee engagement activities for the company to keep employee morale high
●Handles the invoices and P&L of the account.
Genpact LLC, Cebu City
June 2022 – December 2022
Senior Operations Manager
Responsibilities:
●Has the general function of Senior Operations Manager
●Oversees the whole operations for the Retail Life insurance process – leading a team of 60 associates for both the Cebu and Manila site.
●Handles one of the Lines of Businesses of the Company’s Insurance Vertical (Insurance – Retail)
●In-charge of LOB’s employee-relation events
●Does day-to-day interaction with the client and report on LOB’s performance
●Works closely with the client to ensure all needs are addressed
●Directly and Indirectly works with the Client to meet the business needs
●Leads and manages client visits and business delivery reviews
●Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff
●Does regular discussion with both client and onshore counterparts on LOB’s progress and updates.
●Ensures a fluid transition of business from the US to the local site.
●Directly reports to the Deputy General Manager
●Initiates action plans and root cause analysis for the LOB and collaborates with other departments for continuous improvement
●Develops initiatives and action plans in order to meet and exceed key client metrics.
●Collaborates with training, quality and other departments to ensure company/account processes are calibrated
●Continually maintains balance scorecard for both the team and individual
●Handles client escalations/complaints and provides feedback in a timely manner
●Ensure all escalations/complaints are tracked and addressed within a given time period
●Works with Human Resources for hiring and screening of both external and internal applicants
●Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met.
●Initiates employee engagement activities for the company to keep employee morale high
Cognizant Technology Solutions, Cebu City
April 2013 – May 2022
Achievements and Certifications:
●Embark Training Certified – July 2013
●Six Sigma Yellow Belt training – July 2013
●CARES Training Certified - October 2013
●Project Lead – ING Family Day - October 2013
●LEAN Six Sigma Certified - August 2014
●Project Lead – Voya Annual Gathering - September 2014
●Certificate of Recognition for driving improvement of the Contact Center – April 2015
●LOMA 280 (Principles of Insurance) Certified - October 2014
●Ontrac’s STAR (Leadership Program) Certified – November 2015
oTop 5 of the class
●Project Lead – Voya Annual Thanksgiving Gathering – November 2015
●Credence (Leadership Development for SDMs) Training Certified – June 2016
●LOMA 291 (Improving the Bottom Line: Insurance) Certified - September 2016
●Six Sigma Green Belt Training –October 2016
●Project Lead – Voya and Support Annual Thanksgiving Gathering – October 2016
●Project Lead – Contact Center AHT Reduction Project (Six Sigma Green Belt) – March 2017
●Project Lead – Voya Annual Thanksgiving Gathering – November 2017
●Six Sigma Green Belt Certified - December 2017
Service Delivery Manager
Responsibilities:
●Has the general function of Senior Operations Manager
●Oversees the whole operations for the Retail Life insurance process – leading a team of 60-150 associates for both the Cebu and Manila site.
●Handles one of the Lines of Businesses of the Company’s Insurance Vertical (Insurance – Retail)
●In-charge of LOB’s employee-relation events
●Does day-to-day interaction with the client and report on LOB’s performance
●Has built a strong relation with the client by providing top-of-the-line performance and initiatives.
●Works closely with the client to ensure all needs are addressed
●Directly and Indirectly works with the Client to meet the business needs
●Leads and manages client visits and business delivery reviews
●Analyzes and trends inquiry types to identify process improvement opportunities, including development of educational material for staff
●Does regular discussion with both client and onshore counterparts on LOB’s progress and updates.
●Ensures a fluid transition of business from the US to the local site.
●Directly reports to the Deputy General Manager
●Initiates action plans and root cause analysis for the LOB and collaborates with other departments for continuous improvement
●Develops initiatives and action plans in order to meet and exceed key client metrics.
●Collaborates with training, quality and other departments to ensure company/account processes are calibrated
●Continually maintains balance scorecard for both the team and individual
●Handles client escalations/complaints and provides feedback in a timely manner
●Ensure all escalations/complaints are tracked and addressed within a given time period
●Works with Human Resources for hiring and screening of both external and internal applicants
●Leads Operations read-outs, business reviews, and make certain that all SLAs and KPIs are met.
●Initiates employee engagement activities for the company to keep employee morale high
Team Manager
Responsibilities:
●Has the general function of a Operations Manager
●Handles one of the Lines of Businesses of the Company (Insurance)
●OIC for Company’s Suggestions and Commendations
●In-charge of LOB’s employee-relation events
●Directly and Indirectly works with the Client to meet the business needs
●Directly reports to the Deputy General Manager
●Does focused coaching for both Team Leaders and agents
●Does action plans and root cause analysis for both my direct subordinates and the account for continuous improvement
●Develops initiatives and action plans in order to meet and exceed key client metrics.
●Collaborates with training, quality and other departments to ensure company/account processes are calibrated
●Continually maintains balance scorecard for both the team and individual
●Continually develop subordinates and keeps team morale high
●Monitors and maintains agent performance and morale
●Provides post-training updates and information to newly certified agents
●Does regular Focused Group Discussions to check on associates morale
●Maintains minimal attrition for the team handled
●Conducts certification and skills verification for new hired agents/team leaders
●Ensure all escalations/complaints are tracked and addressed within a given time period
●Works with Human Resources for hiring and screening of both external and internal applicants
Convergys Philippines, Cebu City
July 2003 – March 2013
Team Leader II / OIC
Achievements and Certifications:
●Awarded Top Team Leader for the months of January and May 2011.
●Awarded 3rd Quarter of 2008 as Top Team Leader for the Technical Router LOB
●Awarded for Rewards & Recognitions’ Team Leader of NACS for the month of September 2007
●White Belt Certified for Six Sigma – June 2007
●Completed the Team Leader Development Program II
●Has successfully developed agents in terms of promotions
●Certified for the Microsoft Customer Product & Support Service for the Consumer, Professional, Technical Router Line of Business and for the Windows XP, Vista and 7 Technical Support and Microsoft Office 2010 Setup Technical Support.
Responsibilities:
●Has the general function of a Senior Supervisor.
●OIC for the Operations Team
●POC for the English Only Policy in Operations
●Certified to train and deploy for several applications in the company (such as EWS and Cybershift)
●Directly and Indirectly works with the Client to meet the business needs
●Directly reports to the Operations Manager
●Does focused coaching and mentoring for both agents and Team Leaders
●Manages the Sales Force Team for Operations
●Manages all ongoing Sales projects initiated by the team and client
●Provide support to the day-to-day management of the sales team.
●Do action plans and root cause analysis for both my direct subordinates and the account for continuous improvement
●Develops initiatives and action plans in order to meet and exceed key client metrics.
●Collaborates with training, quality and other departments to ensure company/account processes are calibrated
●Continually maintains balance scorecard for both the team and individual
●Continually develop subordinates and keeps team morale high
●Monitors and maintains agent performance and morale
●Handles Premier and consumer customer escalations and checking for process adherence
●Does callback for solution verification and client satisfaction for customers who’ve called in for technical support.
●Provides post-training updates and information to newly certified agents
●Maintains minimal attrition for the team handled
●Conducts certification and skills verification for new hired agents/team leaders
●Handles client escalations and provides feedback in a timely manner
●Works with Human Resources for hiring and screening of both external and internal applicants
Product Specific / Communication and Culture Trainer
Responsibilities:
●Has the general function of a supervisor.
●Works for Training, Quality and Instructional Design Department.
●Has directly worked with both Operations and the Business Clients in setting up different Accounts/LOBs for the Company.
●Trains the specific program for the company for new hired employees/agents and also for continuing education for agents on the Operations floor.
●Trained and Certified in the basics of American Culture and Communication.
●Trained and Certified in the basic concepts of DSL Internet Service by the two leading US Telecommunications Company, mainly for the purposes of training agents on installation and hardware troubleshooting.
●Trained and Certified by Office Depot to train customer care and up-selling.
●Trains agents in terms of American culture and communication,
●Trains agents in terms of technical troubleshooting and customer care with up-selling.
●Well-versed in the programs handled by the Company.
●Works with both local and International clients.
●Reports directly to the Senior Training Manager and Training Delivery Manger.
●Does a proficiency examination/certification to all trainees in preparation for Operations/Technical Support.
●Does one-on-one coaching for trainees on improvement areas.
●Evaluates and certifies all agents trained before handing them to Operations.
●Does continuing education and refresher courses for agents already in production
●Handles Internal and External Memorandums for each training class.
●Monitors agents who are in transition through live-call barging and side-by-side.
ePacific Global, Pasig City
March 2001 – June 2003
Assistant Team Leader – Customer Service
Achievements:
●Has been ranked among the TOP 5 in product sales and recharges for 2002
Responsibilities:
●Has the general function of an assistant supervisor
●Handles inbound client-based calls in aspects of customers service and in inbound sales
●Handles customer service to various products/services of the Company
●Works with both local and international clients (based in the United States and in Canada)
●Reports directly to the Customer Service Team Leader and also to the Operations Manager.
●Delegate tasks to different Customer Service Representatives.
●Trained in the different aspects of Customer Service and in Sales
●Well-versed in the product sold by the company.
Team Leader – Telesales
Responsibilities:
●Has the general function of an office supervisor
●Assists directly to the Sales Manager and the Vice President of Sales of the company
●Has been trained by top sales people in the different aspects of telesales/marketing and also in customer service
●Has been trained the basics of Web Development and Web Hosting, mainly for the purpose of sales.
●Handles both outbound and inbound client-based calls
●Delegates task to different telesales agents in the team
●Works with both local and International clients (specifically in the United States)
●Supervises all telesales agents for one of the divisions of the Company.
Persona Desktop Publishing, Makati City
September 2000 – November 2000
Administrative Officer
Responsibilities:
●Assist the management of the company’s staff
●Has the general function of an office supervisor
●Assists directly to the Managing Associate of the company
●Handles company payroll and employee benefits (SSS, PhilHealth, Pag-ibig)
●Monitors the timekeeping of company’s staff
●Handles payments for office expenditures
●Updates and handles all personnel files
●Organizes and maintains files and pertinent documents
●Monitors interoffice and external memoranda
National Reinsurance Corp. of the Phils., Makati City
June 1998 – November 2000
Administrative Clerk
Responsibilities:
●Assist the management of the company’s staff
●Does data encoding for the company’s database
●Assists directly to the HR Manager of the company
●Monitors the timekeeping of company’s staff
●Organizes and maintains files and pertinent documents
●Monitors interoffice and external memoranda
Education
Post-Graduate
San Sebastian-Recolletos, C.M, Recto, Manila
Bachelor of Law
1999 – 2000
Univeristy of Sto. Tomas, España, Manila
Bachelor of Law
1998 - 1999
Tertiary
Centro Escolar University, Mendiola, Manila
Bachelor of Arts Major in Political Science
March 1998
Achievements:
-Year Level President for SY 1996-1997 and SY 1997-1998
-Dean’s Lister for 1996, 1997, and 1998
-Awarded Most Active Officer by the College of Liberal Arts for 1997 and 1998
Skills
-Above average in both written and verbal English.
-Adequate in Office applications, such as Word, Excel and PowerPoint
-Basic knowledge on technical troubleshooting for Windows-based Operating Systems
-Has basic training and facilitation skills for Customer Service and Technical Support
References
References are available upon request.
Contact this candidate