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$7 USD / hour
Flag of PHILIPPINES
$7 USD / hour
It's currently 7:28 PM here
Joined July 3, 2015
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Felmer A.

@sweetatillo

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$7 USD / hour
Flag of PHILIPPINES
$7 USD / hour
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Operations Manager

Have a very good background on customer service on a call center set up. Drives overall performance on a daily basis by setting clear goals, monitoring, coaching and developing strategies leading to performance improvement as well as addressing day-to-day on floor issues that impact the program. Handled the budget allocation of the account and prepared strategies for forecasting budgetary needs to certain projects. Also Ensures to meet or exceed client goals by monitoring, setting goals and creating a smart action plans. Creates policies and procedures for day to day operations.

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Experience

Operations Manager

Ibex Global
Apr 2017 - Oct 2020 (3 years, 6 months)
Managing 6 - 8 team leaders with 80-120 call center agents. Oversee daily operations and drives performance to ensure every metrics are met. Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Summarize, collect and analyze call center trends and data for regular performance reports. Assist in recruitment process by interviewing potential hires and outlining clear job expectations. Enforce policies and procedures.

Operations Manager

Startek Intl
May 2010 - Dec 2016 (6 years, 7 months)
Handled telecommunications account

Education

Economics

Ateneo de Davao University, Philippines 1998 - 2002
(4 years)

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