Jerome Suarez

Jerome Almero Suarez Unit H CP Apartments. Cor Greenland Rd, Ampid San Mateo, Rizal Cellphone: - Home: - E-mail:- Education/ Certifications APTIS english certification – 2018 – B1 rating (Concentrix) LEAN training – 2014 – certificate (UnitedHealth Group) Bachelor of Science in Nursing – 2009 – scholar/ RN – (Reg#-, up to year 2023) Elementary to High School – 2005 – consistent top of class (Lourdes School of Quezon City) Strengths “Can Do” behavior Detail oriented Effective resource allocation Numbers driven Visibility management Employee Engagement General information Headcount Capacity: Site Lead (current) Up to 200 Est: Up to 2 STLs, 20 TLs, 20 SMEs Account Manager (2018) 65 Team Leader/ Supervisor: 10-30 Experience: 10+ years in BPO Healthcare, CSR, TSR, billing, insurance, ecommerce and security Multi-skilled/ multi LOB accounts Nearly 9 years in supervisory/ management Accustomed to pioneering Work Experience Outsource Network (ONet) 2/F Embarcadero de Legazpi, Victory Village, Legazpi City Site Leader (October 2019 – November 2020) ONET is the service provider wing of the EQUICOM group of companies (formerly Equitable-PCI BANK) with MAXICARE HEALTH INSURANCE as the primary product Overview: Head of overall operations for the Legazpi Site of ONET Planned expansion of Legazpi Site to 150 Head Count during the time of hiring Roster of up-to 2 STLs, 20 TLs, 20 SMEs Multi LOBs – spanning CSR, Outbound, Non-Voice, and special client services, overall healthcare Project Management of new businesses Client services Non-Voice Business Head: Management Committee Group member (MANCOM) of ONET Daily, Weekly and Monthly Reviews Monthly Presentations provided for business progress to the Board of Directors Coordinates resolutions to challenges along with other Mancom members to resolve high level issues BCP Financials: Responsible for financials of 4.5 to 10 million pesos of revenue Budget Management Approver for all Operations’ utilization of the Legazpi Site Employee Development: Operations’ Overall signatory for all employee related sanctions for the Legazpi Site Promoted data-based development procedures Created the scorecard integration of client and company measures Head of Early Warning Systems for all ONET Medical operations – EWS Rewards and Recognition Promoted utilization of Team Buildings Business Development: Operations Role Meeting Contractual SLAs Meeting internal financial goals Delivering all other operational expectations Capacity Planning Internal: Business Proposal Creation together with other site heads to formulate business improvements on a company level Company Scorecard re-creation Productivity Study – ACW study Client: Business Expansion Reviews Provides data-based analysis and recommendations Provides visibility on actionable items for growth Business Contingency: BCP of COVID 19 and creation of the WFH Policy Typhoon Tisoy 2019 – recovery from severe site damages Typhoons of 2020 – BCP creation, implementation and follow throughs Coordinates needs of business for appropriate expansions Represents the Company together with Admin for business meetings with Building Management Works with Admin and IT for swift business recovery Concentrix Exxa Tower, Eulogio Rodriguez Jr. Ave, Quezon City Senior Advisor (August 2018 – October 2019) Premium Account (Avalon), one of CNX’s highest paid, agent population is filled with former leaders also Aptis English certification required Pioneering multi skill account – Billing, Technical and general customer service Team POC, and mentor since February 2019 Offline course facilitator Assigned to cover for Exxa, UPA and Eton sites. Went under client training and certification for classroom facilitation – July 2019 MicroSourcing 6th Flr, 1880 Avenue Bldg., Eastwood City Cyberpark, Bagumbayan, Eastwood, Quezon City Account Manager (December 2017 – May 2018) Headcount: 65 Responsible for PHP 2,000,000+ monthly earnings of accounts in E-Commerce Eastwood (Moneris payment solutions and P3 Ventures [online shop]) Final approver for financials SOW POC POC of MicroSourcing operations to clients Responsibilities and Metrics include: EBITDA – Earnings Before Interests, Taxes, Depreciation and Amortization Headcount and Overall Business Growth Employee Retention and engagement Client Satisfaction Resource conservation and allocation (EnerCon) Monthly Client and Internal business reports Scheduling meetings with clients Company financial reports to client and management Process creation and improvement AFNI 2nd Flr Diliman Commercial Center #46 Brgy Batasan Hills Commonwealth Ave, Quezon City Verizon Pre-Paid Senior Supervisor (April 2017 – October 2017) Hired as supervisor but was assigned for advanced roles Visibility management of daily and monthly site reports Handled teams from supervisors exiting the company Employee engagement Troubleshooting and Credit-Line Support for all mobile products supported by Verizon iPointeast Solutions 18th floor Hanston Building, San Miguel Avenue, Ortigas, Pasig City Business Consultant (February 2017 – April 2017) 3-month project Assigned to security solutions – outsourced CCTV camera operations Creation and/ or integration of standard call-center practices into the new business model Performance measurement Offshore and local client management, (prospective and current) Employee engagement Business analytics and reporting Up to 85 employees of the site on rotating shifts 12-hour shifts UnitedHealth Group Bldg N UP Ayalaland Technohub, Diliman Quezon City Assistant Manager (March 2015 – December 2016) Opened the Expansion from 100 to 500+ employees for Obama Care Employee Engagement (March 2015 – August 2015) POC for HR processes, payroll management and recruiting methods Abandonment/ AWOL process Labor Standards Pay-Roll Review Early Warning Signs POC (attrition management) McKinley and UP techno hub sites Operations Supervisor Role (September 2015 – April- direct reports Reassigned to health provider services, due to shrinkage in the company (Obama Care pull-out) Program Support and Business Analytics (July 2016 – December 2016) Handled high level hospital complaints and correspondence, million-dollar claims escalations, validation of reports from other local BPOs Created and handled the LOB leave schedule planning Completed LEAN training Weekly business reviews Convergys Bldg D UP Ayalaland Technohub, Diliman Quezon City Travelers Insurance Team Leader (July 2014 – March 2015) Headcount: 15 – 18 Pioneered (July 2014 – March 2015) Hand-Picked by Convergys as a leader for an “all medical employee” account Hosted daily client calls and reporting Organized employee engagement activities together with other support members Oversees daily workload allocation and real-time workload management Conducts financial reviews with SOMs and OMs Uverse Team Leader Transition and Remediation (June 2012 – July 2014) Transition and Remediation – handled fresh graduates from training Headcount: 15 – 18 support Wave headcount: 20+ fresh training graduates, up to 4 waves may be active (80) Advocate of advanced and out-of-box troubleshooting initiatives Remediation headcount: 5 – 15 Pioneer project to retrain transition fallouts Reports to SOM to gain approval to retain or terminate probationary employees Conducts daily, weekly and monthly performance analysis of Transition and Remediation teams Net Throughput plus other MTMs of account Uverse Agent (September 2011 – June 2012) Participated in company-initiated agent development programs Transition Support after 4months Teleperformance Santana Grove, Sucat Rd, Paranaque City Toshiba America Information Systems Supervisor (August 2010 – September 2011) Pioneered the launching of Toshiba Warranty in the Philippines Involved in process creation and problem solving Constant direct communication with clients for business escalations and process improvement Agent (2009 - 2010) Toshiba Technical Support Laptops and Desktop computers Consistently in the top 20 agents of the program (300+ population) Skills Advanced user Apple and Microsoft Office tools MS Powerpoint and Excel – above intermediate MS SharePoint – intermediate MS Access – novice iOS Pages, Keynote and Numbers – intermediate Leadership Activities Facilitation Fishbone Problem Solving Technique Triad Observer for GROW Intermediate use of Scheduling systems IEX/ NICE Scheduling and Staffing analysis Leave Process creation Certified Classroom and Crowd Facilitation Rated B1 for APTIS English Proficiency (British Council) Behavior Analytics LEAN process mapping Value and Non-Value Adding Processes identification Character References Paulo Mapanao - Senior Operations Manager – ONET Jasper Dela Cruz - Operations Manager – Concentrix Zeen Savella - Operations Manager – Afni Kai Lamarca - Deputy Manager – UHG (currently with altisource) Runer Natividad -/- Former Trainer and Master Trainer – Teleperformance (currently with Sutherland)