Senior Operations Manager Resume Focused on Leadership

KIRK E. TORREQUEMADA

Blk * Lot ** Alberlyn Boxhill Residences, Mohon, Talisay City, Cebu

Mobile: 096********

Landline: (032-***-****

E-mail: ******@*****.***, *****.*******@*****.***

Profile

Devoted and Proactive Call Center Senior Manager adept at executing and assuming responsibilities of managing daily activities, directing operations and supervising team leaders in order to attain the account’s aspirations, short term and long term goals.

Areas of Strength

Passionately striving towards constant improvement

Knowledge of Coaching and Development Principles

Ability to manage multiple tasks

Excellent written/verbal communication skills

Ability to lead a team

Brief Account Financial Management

Objective – Utilize strong managerial experience to execute daily tasks, act as a link between senior management and employees and establish quality operational standards to produce positive impact on overall performance.

Work History

Feb 2020 - Pressent TasksEveryDay Ayala Business Park, Cebu City

Senior Operations Manager

Focus Coverage:

Leads a team of Operations Managers, Supervisors, and 500+ FTEs by providing direction and support. Lead the team in demonstrating innovation by enhancing and/or creating processes that improves customer satisfaction, increase productivity, and improve the performance of client and teams.

Key Functions:

Created a process for a start-up program.

Developed Process Documents to streamline new processes and standards

Developed a streamline process and goals for the Transition Teams

Conduct Daily Shift Meetings to ensure goal is aligned for the day

Maximize Team Leader performance development thru regular coaching and feedback

Achievements:

Ramp the program to 80.% every quarter.

Created a process from training to transition to production

Apil 2018 - 2020 TasksEveryDay Ayala Business Park, Cebu City

Technical Support Representative - Team Manager

-Monitor daily schedule adherence of associates, and advise management of issues negatively impacting service levels and delivery

-Conduct regular meetings and coaching session to staff, and create Action Plans for follow up

-Liaison between the client, 50 agents, and the management.

-Send weekly report to the management for staff feedback, performance, client issues, etc.

-Impose HR Policy / Code of Conduct and call out staff for any violation. Emails to HRD for issuance of NTE,WW, or Suspension if any

-Reports to client via Scheduled Weekly Meeting

Oct 2016 – Nov 2017 Lexmark Research & Development Corporation Ayala Business Park, Cebu City

Technical Support Representative - Team Lead, POC Manager I

-An ambassador who facilitates the ‘Care to Resolutions’ (C2R Close Loop Process Meeting to enhance operations and align the entire TSC program.

-Creates TSC Mono Processes and Work Instructions.

-Responds to customer escalations for both Process and Agent opportunities.

-Conducts team daily huddles on their performance, impromptu coaching opportunities for poper goal setting.

-Coaches agents based on statistics and formulate timed action plans.

-Responsible in maintaining TSC Mono Queue Management in the absence of the Queue Manager.

July 2013 – Oct 2016 Lexmark Research & Development Corporation Ayala Business Park, Cebu City

Technical Support Representative - Team POC

-Attend C2R Close Loop Meeting to contribute ideas and process enhancements, and to align the entire Technical Support Center program in Lexmark, Cebu

-In charge of Service Concessions, Specialist Approvals for multiple service attempts.

-Provides daily CSAT and AHT reporting for team performance

-Substitutes TL in coaching agents / Triad coaching with a TL.

-Proactive in the ‘tender-loving-care’ (TLC) for customer follow up/feedbacks.

May 2012 – June 2013 Convergys Phils. IT Park, Lahug, Cebu City

Comcast CSR/TSR (Chat)

-Remote access troubleshooting for customer internet connections, phone and computer troubleshooting

-Provide walkthroughs to customers with computer functions, email setup and creations, basic troubleshooting

-Escalate issues to Second Line service field technicians or engineers if issues are not fixable over remote access

-Up sell products and services for better customer experience

Aug 2010 – Feb 2012 Teletech A.S. Fortuna, Mandaue City

Advanced Support Group (ASG) – Team POC

-Hewlett Packard Technical Mentor (Level II)

-Handles 15-25 agents and help manage the team lead on their performance based on the metrics set by the client

-Provides additional resources as a level 2 and take supervisory calls for technical and escalation/complaint calls

-Monitoring agent threshold for proper guidance in completing each of their calls

-Call Quality Evaluation (Side by Side / Recorded Calls Listening) to ensure that agents are doing the right procedure in diagnosing and troubleshooting printer issues

-Conduct role plays and provides coaching to front line agents to improve their technical call handling skills

-Conduct team meetings of team performance, product updates, and updated processes

Nov 2008 – July 2010 Teletech A.S. Fortuna, Mandaue City

Customer Support and Technical Support Representative

-Answer queries about product, services, and sales

-Provide walkthroughs to customer and/or over the phone troubleshooting HP all in-one inkjet printers

-Provide customer service satisfaction in every call at the same time meeting daily revenue generation

-Meet all monthly metrics provided by the client

Mar 2003 – Dec 2005 Euca Therapy Club Mayon St, Quezon City

Consultant - Alternative Medical Practitioner/Trainer/Business Partner

-Train associates in basic Chiropractic, Aromatherapy, Reflexology

-Conduct symposiums, information dissemination on basic health approach throughout the country

-Provide therapeutic spa sales and services

Training & Certifications: Global Performance Managerment

Teletech Cebu – August 24,2011

Adaptive Coaching Model

Lexmark Cebu – June 26, 2014

Reflexology and Aromatherapy Comprehensive Training

Scientific Natural Therapy Association of the Philippines – June 17, 2011

SPECIAL ACHIEVEMENTS: Managers Appreciation Award (MAA)

November 21, 2015

Lexmark International

CSSC Achievers Award (CAA)

February 29, 2016

Lexmark International

Education Asian College of Technology

Cebu City

Practical Nursing

2006-2007

Our Lady of Fatima University

Valenzuela, Manila

Bachelor of Science in Physical Therapy

1997-2002

REFERENCES: By Requestuest

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