Operations Manager Supply Chain

MAE ANN VELOSO

*** ****** ****, *** ******, NJ **242 302-***-**** ***.******@*******.***

RELATIONSHIP MANAGEMENT PROGRAM LAUNCH & MANAGEMENT

Driven Relationship Management and Operations Management professional with extensive client-facing experience. Leverage strengths in strategic planning, critical thinking, and project management to achieve flawless Contact Center launches and various implementations of additional lines of business.

PROFESSIONAL EXPERIENCE

XPO LOGISTICS, Tukwila WA 2018 - 2019

Logistics & Dispatch Coordinator

Responsible for making sure products reach their destinations safely, securely, and on-time. As part of the XPO Logistics supply chain management team, I am in charge of various transportation efforts. Plan warehouses and distribution centers for efficiency in both operations and capacity

Organize transportation activities, including storage of goods, managing information accrued from point of origin to delivery, orchestrating transportation movements, and arranging for services as necessary.

Coordinate and track movement of goods through logistic pathways.

Execute logistics plan to move products and packages to reach destinations on schedule.

Maintain quality throughout the logistic processes.

BARCLAYCARD US, Manila, Philippines 2011 –2012

Client Services Manager – Teleperformance

Oversaw account management, expense management, and direct client service in multiple locations (Manila, Philippines, and U.S.) in accordance with program needs for tier 1 financial client. Managed customer service, technical support, dispute document processing, chargeback processing, retention, and application input through multiple channels, including phone, email, paper mail, and chat. Partnered with clients using DMAIC methodology to identify areas for improvement. Supervised 650 associates.

Transitioned, managed, and met performance metrics of several lines of business, convincing Barclays to transition work that had never before been outsourced.

Helped transition and grow chargebacks processing to 45 associates, a line of work typically not outsourced successfully. Improved performance by hiring associates with Chargebacks experience.

T-MOBILE, Manila, Philippines 2010 –2011

Senior Operations Manager – StarTek

Ensured successful daily workflows with a focus on leveraging user analytics and strategic planning to assist a 1,000-member team (up from 35 members) in ongoing professional development.

Earned promotion following initial role as Operations Manager through exponential team growth from 35 staff to 300 and, finally, to 3,000 (alongside opening of a new location).

Selected to own comprehensive operations for a new line of business (LOB), Activation.

Built and mentored team of five supervisors for new activations LOB, including assisting several direct reports who earned promotions.

Played a key role in exceptional customer satisfaction ratings, resulting in the activations line’s ranking as the top performing program in the Philippines, as well as among many U.S. locations.

MCCLATCHY PUBLISHING, Manila, Philippines 2009 –2010

Operations Manager – APAC

Managed cluster of team managers with a total of ~ 150 associates establishing KPIs for individual goals in line with team goals.

Compiled synopses on shareholder, client, and employee satisfaction based on KPI weekly performance reviews with business line leaders.

Ensured achievement of key performance indicators (KPIs) through effective leadership, customized action plans, and team coaching.

TELEPERFORMANCE, Manila, Philippines 2005 –2008

Operations Manager – Citicards US and Australia Account (2007 –2008)

Led team to launch US Citicard and Australia Citicard account call centers overseeing seven supervisors and ~105 agents simultaneously.

Summarized data on shareholder, client, and employee satisfaction data as part of KPI.

Kept department in legal compliance per Australian laws through coaching to detail and accuracy in customer interaction.

Monitored achievement of KPIs through effective leadership and labor deployment.

Team Leader – Intuit/Vonage/Verizon Account (2005 – 2007)

Led performance and continuous development of a 15-20-member customer service team. Assessed call statistics and call. Completed annual performance reviews for each team member.

Coached agents for call improvement with role playing and feedback.

IBM DAKSH, Manila, Philippines 2004 –2005

Lab Support/Trainer – Sprint Account

Top Agent with perfect QA scores. Responsible for real-time training and development to ~ 25 new agents every two weeks coaching to improve performance toward full employment. Managed escalated calls to meet the needs of dissatisfied customers.

Closed calls with up-selling, closing deals and monitoring successful service delivery.

AMBERGRIS SOLUTIONS, Manila, Philippines 2003 –2004

Technical Support Specialist – XBOX Account

Provided technical assistance to inbound customers helping them overcome game obstacles to achieve higher scores. Assessed system for performance issues and gave feedback to developers.

Managed achievement of KPIs within account and company guidelines.

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