Experience

National Eagle Scouts Association of the Philippines

• Philippines
• Civic and Social Organizations
• 1 - 100 Employee

• Senior Vice President

  • Jan 2023 - Present



Payreto

• Philippines
• Financial Services
• 100 - 200 Employee

• Senior Operations Manager

  • Jun 2022 - Present

  • Contribute to corporate strategy in the area of operations to ensure that the company achieves its short and long-term objectives. • Direct and oversee operations staff to ensure that they are motivated and trained to carry out their responsibilities to the required standard. • Develop and implement policies and procedures to ensure that core operational functions achieve their business objectives. • Develop and control operational budgets to promote profitability and ensure the company has all the resources required to meet its objectives within agreed financial parameters. • Evaluate overall company performance by gathering, analyzing, and interpreting data and metrics. • Act as the company’s main adviser on all issues relating to operational functions and keep abreast of the latest developments to ensure that the company maintains its competitive position. • Establishes quantitative and qualitative metrics, guidelines, and standards by which the company's efficiency and effectiveness can be evaluated; identifies opportunities for improvement. • Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with entire operations staff to explain changes, answer questions, and maintain morale. • Develop, implement, and monitor day-to-day operational systems and processes to provide visibility into the goals, progress, and obstacles of key initiatives • Draw on relationships with department heads, external partners, and vendors to make decisions regarding operational activity and strategic goals • Devise strategies for ensuring the growth of programs enterprise-wide, and implement process improvements to maximize output and minimize costs • Work closely with Human Resources to lead the team with integrity and to establish and maintain a trusting, inclusive, and productive environment Show less



Boy Scouts of the Philippines

• Philippines
• Government Administration
• 1 - 100 Employee

• National Executive Board Member

  • Jun 2022 - Jun 2023



BenCarl

• Philippines
• Outsourcing/Offshoring
• 1 - 100 Employee

• Senior Program Manager

  • Oct 2019 - May 2022

  * Determines business operational strategies by conducting needs assessments, performance reviews, capacity planning, and cost/benefit analyses; identifying and evaluating technologies; defining user requirements; establishing technical specifications, and production, productivity, quality, and customer service standards; contributing information and analysis to organizational strategic plans and reviews. * Develops operations center systems by developing customer interaction and voice response systems, and voice networks; designing user interfaces; developing and executing user acceptance test plans; planning and controlling implementations. * Maintains and improves operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs; installing upgrades. * Accomplishes human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; administering scheduling systems; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; planning and reviewing compensation actions; enforcing policies and procedures. * Meets call center financial objectives by estimating requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions. * Prepares performance reports by collecting, analyzing, and summarizing data. * Maintains professional and technical knowledge by tracking emerging trends in operations management; attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies. * Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments. Show less



PSG Global Solutions

• United States
• Staffing and Recruiting
• 700 & Above Employee

• Senior Team Manager

  • Dec 2017 - Sep 2019

  • Manages performance and daily operations of a team of recruiters/researchers, and directs them to meet/exceed goals defined with clients • Develops and manages tactical sourcing and recruitment strategies, in partnership with the operations manager and client manager • Ensures successful implementation, continual operation and success of accounts, by collaborating with different work groups • Builds recruiters’ competencies in sourcing and recruiting, according to the needs of their industry/client • Assists client managers in maintaining positive client relationships • Training and on boarding of production management process and recruitment management system for newly hired managers of the company which includes assessing their performance to meet company standards • Draw an overall or individualized training and development plan that addresses needs and expectations • Creates modules for training development and leadership enhancement for coaching and performance management • Spearheads a project for leadership and development for team managers to improve production management process and performance delivery Show less



ePerformax Contact Centers & BPO

• Philippines
• Outsourcing and Offshoring Consulting
• 700 & Above Employee

• • Oct 2014 - Dec 2017

  Supply development for the agents in terms of driving the right behaviors in order for them to go above the expectations of the metric that was set for productivity. Maximize the potential of the agents through managing the triad (Performance Analyst and Team Leader) to follow up on action plans for better customer relationship to attain outstanding performance. Accountable for the team’s KPMs, agent’s portfolio and customer/client relationship management.• Handled various teams of different tenures coming from Learning Lab (new hires) to tenured agents• Guided the team to achieve the best team in the site for Net Promoter Score metric from 1% to 18% of performance.• Awarded as Overall Top Team for the site (Manila and Cebu) in achieving a balanced scorecard and highest performance for customer metrics. Show less

• • Feb 2014 - Oct 2014

  Manage the team with the agents as the direct reports. Motivate, empower and guide them to ensure daily deliverables are completed and accountabilities are in place for the program’s productivity level and preeminent performance. Enforce the company’s policies and drive adherence. Coordinates with Workforce Management for net staffing requirements and scheduling of agents’ given leaves, absence and attrition. Ensures that proper action is taken for delinquent agents by providing Performance Development Plans and sanctions. Provides mentoring to the agents who do not meet their metrics and carries out appropriate disciplinary actions.• Spearheaded a Knowledge Base Project as an author for its improvement and clear understanding of the agent population• Project Head for Hold vs Contacts / Hold Time which helped decreased the metric from 25% to 5% as an LOB.• Best Team Leader – Lowest AHT / HOLD TIME / ABSENTEESISM / ACW Show less