Ronald Gimeno CSSGB

Operations Manager at Intuitive Solutions
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Contact Information
us****@****om
(386) 825-5501
Location
PH
Languages
  • English Full professional proficiency
  • Tagalog Native or bilingual proficiency
  • Japanese -

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Credentials

  • Lean Six Sigma Green Belt
    International Six Sigma Institute

Experience

  • Intuitive Solutions
    • United States
    • Business Consulting and Services
    • 1 - 100 Employee
    • Operations Manager
      • Jun 2017 - Dec 2019

      Operations Manager is responsible in creating and establishing standardized processes which is aligned with business unit(s) protocol and technology to ensure that all aspects of the business/operations are covered. Also, aim for continuous improvement for both the business and employees. • Oversee the daily operations, assigned account(s) or department. • Analyze and identify performance related issues and ensure that appropriate steps are taken to address the problem. • Develop… Show more Operations Manager is responsible in creating and establishing standardized processes which is aligned with business unit(s) protocol and technology to ensure that all aspects of the business/operations are covered. Also, aim for continuous improvement for both the business and employees. • Oversee the daily operations, assigned account(s) or department. • Analyze and identify performance related issues and ensure that appropriate steps are taken to address the problem. • Develop plans and supervise various departmental meetings and participate in various growth based accounts. • Prepare regular reports and project updates within required time frame and delegate individual tasks to employees. • Provide a leadership support function to team and motivate leaders to achieve set goals. • Develop skills matrix, set clear performance guideline for career growth and development • Establish team collaboration for both internal and external relationship. • Establish a systematic process in both business and operational functions • Improve the operational structures, including gaps in processes and policies • Develop standardized call flow and call handling guidelines. • Analyze all opportunities and recommend ways to improve service, efficiency and reduce costs. • Analyze and ensure better result to fulfill all business requirements and needs. • Access, extract, and analyze data from disparate business tools and resources. • Professionally groom team for operational excellence. • Monitor administrative functions as per requirement. • Enable knowledge sharing, culture and skills. • Completes special projects or tasks as required. Show less Operations Manager is responsible in creating and establishing standardized processes which is aligned with business unit(s) protocol and technology to ensure that all aspects of the business/operations are covered. Also, aim for continuous improvement for both the business and employees. • Oversee the daily operations, assigned account(s) or department. • Analyze and identify performance related issues and ensure that appropriate steps are taken to address the problem. • Develop… Show more Operations Manager is responsible in creating and establishing standardized processes which is aligned with business unit(s) protocol and technology to ensure that all aspects of the business/operations are covered. Also, aim for continuous improvement for both the business and employees. • Oversee the daily operations, assigned account(s) or department. • Analyze and identify performance related issues and ensure that appropriate steps are taken to address the problem. • Develop plans and supervise various departmental meetings and participate in various growth based accounts. • Prepare regular reports and project updates within required time frame and delegate individual tasks to employees. • Provide a leadership support function to team and motivate leaders to achieve set goals. • Develop skills matrix, set clear performance guideline for career growth and development • Establish team collaboration for both internal and external relationship. • Establish a systematic process in both business and operational functions • Improve the operational structures, including gaps in processes and policies • Develop standardized call flow and call handling guidelines. • Analyze all opportunities and recommend ways to improve service, efficiency and reduce costs. • Analyze and ensure better result to fulfill all business requirements and needs. • Access, extract, and analyze data from disparate business tools and resources. • Professionally groom team for operational excellence. • Monitor administrative functions as per requirement. • Enable knowledge sharing, culture and skills. • Completes special projects or tasks as required. Show less

  • Alorica
    • United States
    • Outsourcing/Offshoring
    • 700 & Above Employee
    • Service Delivery Manager
      • Mar 2017 - Jun 2017

      Customer Service Manager is responsible in providing support to direct reports in ensuring business goals and objectives are met. RESPONSIBILITIES: • Manage account/team of technical and customer support representatives and ensure that all key metrics of performance as per client SLA are met and exceeded • Act as the main point of contact of escalations and resolve all people issues within the team through regular coaching, one on one session and team… Show more Customer Service Manager is responsible in providing support to direct reports in ensuring business goals and objectives are met. RESPONSIBILITIES: • Manage account/team of technical and customer support representatives and ensure that all key metrics of performance as per client SLA are met and exceeded • Act as the main point of contact of escalations and resolve all people issues within the team through regular coaching, one on one session and team meetings/calibrations. • Manage team performance and responsible for the overall development of the team. • Institute creative and innovative reward and recognition schemes, activities in enhancing team performance and motivation; foster career advancement of the team members within the project of lateral movement. • Responsible for managing people metrics, behavior, attrition, absenteeism, schedule adherence etc. • Responsible for daily, weekly, monthly reporting to vendor, clients and senior operations manager as per their requirement. • Completes special projects as required or given by Operations Manager. Show less Customer Service Manager is responsible in providing support to direct reports in ensuring business goals and objectives are met. RESPONSIBILITIES: • Manage account/team of technical and customer support representatives and ensure that all key metrics of performance as per client SLA are met and exceeded • Act as the main point of contact of escalations and resolve all people issues within the team through regular coaching, one on one session and team… Show more Customer Service Manager is responsible in providing support to direct reports in ensuring business goals and objectives are met. RESPONSIBILITIES: • Manage account/team of technical and customer support representatives and ensure that all key metrics of performance as per client SLA are met and exceeded • Act as the main point of contact of escalations and resolve all people issues within the team through regular coaching, one on one session and team meetings/calibrations. • Manage team performance and responsible for the overall development of the team. • Institute creative and innovative reward and recognition schemes, activities in enhancing team performance and motivation; foster career advancement of the team members within the project of lateral movement. • Responsible for managing people metrics, behavior, attrition, absenteeism, schedule adherence etc. • Responsible for daily, weekly, monthly reporting to vendor, clients and senior operations manager as per their requirement. • Completes special projects as required or given by Operations Manager. Show less

  • Eli Global
    • Investment Banking
    • 1 - 100 Employee
    • Vertical Account Manager
      • Sep 2015 - Mar 2017

      The Vertical Account Manager is responsible for data entry, managing the organizations, helping and creating organizational and program budgets in collaboration with the Operations Director, and other misc. tasks. Responsibilities: • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase… Show more The Vertical Account Manager is responsible for data entry, managing the organizations, helping and creating organizational and program budgets in collaboration with the Operations Director, and other misc. tasks. Responsibilities: • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions. • Play a significant role in long-term planning, including an initiative geared toward operational excellence. • Management of a team/campaigns in coordination with the Operation Director. • Regular meetings with Operation Director for growth planning. • Supervise and coach team member on a weekly basis. • Increase the effectiveness and efficiency of Support Services through improvements to each campaign as well as coordination and communication between functions. • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. • Operate as the lead point of contact for any and all matters specific to the client/business partner • Build and maintain strong, long-lasting client/business partner relationships • Ensure the timely and successful delivery of our solutions according to client/business partners needs and objectives • Assist with high severity requests or issue escalations as needed • Create an environment oriented to trust, open communication, creative thinking, and cohesive • Provide guidance to the team based on management direction • Assure that the team addresses all relevant issues within the specifications and various standards • Ensure deliverables are prepared to satisfy the project requirements, cost and schedule Show less The Vertical Account Manager is responsible for data entry, managing the organizations, helping and creating organizational and program budgets in collaboration with the Operations Director, and other misc. tasks. Responsibilities: • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase… Show more The Vertical Account Manager is responsible for data entry, managing the organizations, helping and creating organizational and program budgets in collaboration with the Operations Director, and other misc. tasks. Responsibilities: • Improve the operational systems, processes and policies in support of organizations mission -- specifically, support better management reporting, information flow and management, business process and organizational planning. • Manage and increase the effectiveness and efficiency of Support Services through improvements to each function as well as coordination and communication between support and business functions. • Play a significant role in long-term planning, including an initiative geared toward operational excellence. • Management of a team/campaigns in coordination with the Operation Director. • Regular meetings with Operation Director for growth planning. • Supervise and coach team member on a weekly basis. • Increase the effectiveness and efficiency of Support Services through improvements to each campaign as well as coordination and communication between functions. • Drive initiatives in the management team and organizationally that contribute to long-term operational excellence. • Operate as the lead point of contact for any and all matters specific to the client/business partner • Build and maintain strong, long-lasting client/business partner relationships • Ensure the timely and successful delivery of our solutions according to client/business partners needs and objectives • Assist with high severity requests or issue escalations as needed • Create an environment oriented to trust, open communication, creative thinking, and cohesive • Provide guidance to the team based on management direction • Assure that the team addresses all relevant issues within the specifications and various standards • Ensure deliverables are prepared to satisfy the project requirements, cost and schedule Show less

  • Survey Sampling International
    • United States
    • Market Research
    • 400 - 500 Employee
    • Market Research Project Manager
      • Sep 2013 - Sep 2015

      Project Manager is responsible in managing all aspects of a project from project inception to project closure using a processed and structured methodology. The project manager fully owns the management of projects. Successful project manager requires a strong working relationship with the client and key internal customers and organize and direct effective project teams for each study. • Project Managers work closely with Survey Programmers (SP), Data Processors (DP), Client Delivery… Show more Project Manager is responsible in managing all aspects of a project from project inception to project closure using a processed and structured methodology. The project manager fully owns the management of projects. Successful project manager requires a strong working relationship with the client and key internal customers and organize and direct effective project teams for each study. • Project Managers work closely with Survey Programmers (SP), Data Processors (DP), Client Delivery Consultants (CDC’s) and clients throughout the project lifecycle (pre-planning, production, quality checking, fielding and deliverable stages). • Ensure that all objectives are understood by the team and are responsible for taking the lead in driving the project support team towards the common goal of: efficient production, seamless support, processes adherence and flawless delivery of data files within the agreed amount of time. • Role and Duties Ensure clear communication among all groups involved in successful delivery of projects. • This includes day-to-day communication with clients; coordination with other client services groups, vendors and partners; and communicating project milestones to internal and external stakeholders. • Set up and implement strategy for successful completion of new and on-going projects to be delivered on time, on budget and on scope. • This includes project delivery timelines; effective sample plans; identifying project risks and developing risk mitigation plans; and managing changes in project scope and providing alternate solutions. • Manage all post-delivery project needs including confirming project close with key stakeholders; debriefs and creating rebound opportunities; and assuring client satisfaction. • Expand and leverage client relationships through understanding of client objectives; consultation during production process; participation in coordination calls and meetings Show less Project Manager is responsible in managing all aspects of a project from project inception to project closure using a processed and structured methodology. The project manager fully owns the management of projects. Successful project manager requires a strong working relationship with the client and key internal customers and organize and direct effective project teams for each study. • Project Managers work closely with Survey Programmers (SP), Data Processors (DP), Client Delivery… Show more Project Manager is responsible in managing all aspects of a project from project inception to project closure using a processed and structured methodology. The project manager fully owns the management of projects. Successful project manager requires a strong working relationship with the client and key internal customers and organize and direct effective project teams for each study. • Project Managers work closely with Survey Programmers (SP), Data Processors (DP), Client Delivery Consultants (CDC’s) and clients throughout the project lifecycle (pre-planning, production, quality checking, fielding and deliverable stages). • Ensure that all objectives are understood by the team and are responsible for taking the lead in driving the project support team towards the common goal of: efficient production, seamless support, processes adherence and flawless delivery of data files within the agreed amount of time. • Role and Duties Ensure clear communication among all groups involved in successful delivery of projects. • This includes day-to-day communication with clients; coordination with other client services groups, vendors and partners; and communicating project milestones to internal and external stakeholders. • Set up and implement strategy for successful completion of new and on-going projects to be delivered on time, on budget and on scope. • This includes project delivery timelines; effective sample plans; identifying project risks and developing risk mitigation plans; and managing changes in project scope and providing alternate solutions. • Manage all post-delivery project needs including confirming project close with key stakeholders; debriefs and creating rebound opportunities; and assuring client satisfaction. • Expand and leverage client relationships through understanding of client objectives; consultation during production process; participation in coordination calls and meetings Show less

  • Convergys
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • Technical Officer (Business Reports Analyst)
      • Nov 2012 - Sep 2013

      Technical Officer is responsible for client reporting, internal reporting, and analysis of the reports. This is a fast paced, hands-on position that requires the ability to handle multiple tasks simultaneously, maintain detailed reporting documentation, and manage appropriate processes. • Maintain existing reports and processes • Create, republish, and schedule new reports. Implement reporting changes within the scope of assigned responsibilities for both internal and external… Show more Technical Officer is responsible for client reporting, internal reporting, and analysis of the reports. This is a fast paced, hands-on position that requires the ability to handle multiple tasks simultaneously, maintain detailed reporting documentation, and manage appropriate processes. • Maintain existing reports and processes • Create, republish, and schedule new reports. Implement reporting changes within the scope of assigned responsibilities for both internal and external clients. • Develop repeatable solutions and promote methodology best practices • Access, extract, and manipulate data from disparate data sources • Create, update, and revise scorecards, dashboards, and other custom reports • Work independently and in conjunction with team members across the organization • Learn new reporting technologies and tools • Adhere to all data security rules and guidelines • Attend and provide proactive input at all relevant meetings with key client stakeholders • Review and analyze reports requests on a regular basis • Consult with functional area managers/Operations Managers/Service Delivery Managers, Training Dept, IT, Clients, Site and Business directors to define reporting requirements and specifications to meet their business needs. • Take ownership of delivering on all reporting requirements for specific program and/or clients. • Communicate, investigate, and resolve reporting issues and inaccuracies to program leaders • Completes special projects as required. Show less Technical Officer is responsible for client reporting, internal reporting, and analysis of the reports. This is a fast paced, hands-on position that requires the ability to handle multiple tasks simultaneously, maintain detailed reporting documentation, and manage appropriate processes. • Maintain existing reports and processes • Create, republish, and schedule new reports. Implement reporting changes within the scope of assigned responsibilities for both internal and external… Show more Technical Officer is responsible for client reporting, internal reporting, and analysis of the reports. This is a fast paced, hands-on position that requires the ability to handle multiple tasks simultaneously, maintain detailed reporting documentation, and manage appropriate processes. • Maintain existing reports and processes • Create, republish, and schedule new reports. Implement reporting changes within the scope of assigned responsibilities for both internal and external clients. • Develop repeatable solutions and promote methodology best practices • Access, extract, and manipulate data from disparate data sources • Create, update, and revise scorecards, dashboards, and other custom reports • Work independently and in conjunction with team members across the organization • Learn new reporting technologies and tools • Adhere to all data security rules and guidelines • Attend and provide proactive input at all relevant meetings with key client stakeholders • Review and analyze reports requests on a regular basis • Consult with functional area managers/Operations Managers/Service Delivery Managers, Training Dept, IT, Clients, Site and Business directors to define reporting requirements and specifications to meet their business needs. • Take ownership of delivering on all reporting requirements for specific program and/or clients. • Communicate, investigate, and resolve reporting issues and inaccuracies to program leaders • Completes special projects as required. Show less

  • Convergys
    • United States
    • Outsourcing and Offshoring Consulting
    • 700 & Above Employee
    • MOD (Real Time Analyst)
      • Mar 2010 - Mar 2012

      • Responsible for the maintenance of service levels and the real time and advanced coordination of all phone and non-phone activity. • Act as the central point of contact for all schedule exceptions and time off requests. • Assure the timely dissemination of reports and information. • Updates CMS agent groups and split/skills lists. • Ensures that thresholds are set and followed for all accounts through monitoring and close coordination with the operations team. • Serve as a… Show more • Responsible for the maintenance of service levels and the real time and advanced coordination of all phone and non-phone activity. • Act as the central point of contact for all schedule exceptions and time off requests. • Assure the timely dissemination of reports and information. • Updates CMS agent groups and split/skills lists. • Ensures that thresholds are set and followed for all accounts through monitoring and close coordination with the operations team. • Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement. • Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contract traffic, deploying staff as needed. • Assisting in meeting program target AHT and Hold Time by calling out LCRs exceeding thresholds and at the same time coordinating with Program leaders with Agent Aux Deviances, and other program reports. • Real time queue management through ccPulse and Genesys monitoring. Monitoring events as they happen and making the necessary adjustments through moment-by-moment decisions and actions that will enable the program to maintain the appropriate thresholds. • Generating reports and analyzing data thru MS Excel. Updating rosters for program wide updates on headcount and staffing • Completes special projects as required Show less • Responsible for the maintenance of service levels and the real time and advanced coordination of all phone and non-phone activity. • Act as the central point of contact for all schedule exceptions and time off requests. • Assure the timely dissemination of reports and information. • Updates CMS agent groups and split/skills lists. • Ensures that thresholds are set and followed for all accounts through monitoring and close coordination with the operations team. • Serve as a… Show more • Responsible for the maintenance of service levels and the real time and advanced coordination of all phone and non-phone activity. • Act as the central point of contact for all schedule exceptions and time off requests. • Assure the timely dissemination of reports and information. • Updates CMS agent groups and split/skills lists. • Ensures that thresholds are set and followed for all accounts through monitoring and close coordination with the operations team. • Serve as a resource regarding the reporting of call center efficiencies, team and individual statistical analysis, and process improvement. • Assists management in the implementation of action plans and initiatives that pertain to real-time management. Monitors ACD queue statistics and contract traffic, deploying staff as needed. • Assisting in meeting program target AHT and Hold Time by calling out LCRs exceeding thresholds and at the same time coordinating with Program leaders with Agent Aux Deviances, and other program reports. • Real time queue management through ccPulse and Genesys monitoring. Monitoring events as they happen and making the necessary adjustments through moment-by-moment decisions and actions that will enable the program to maintain the appropriate thresholds. • Generating reports and analyzing data thru MS Excel. Updating rosters for program wide updates on headcount and staffing • Completes special projects as required Show less

Education

  • Ateneo de Davao University
    Management
  • Brokenshire College
    Bachelor of Science in Nursing

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