Lovely Blancaflor

Operations Manager Dear Sir/ Madam, I am very interested to get placed for a managerial position with your good company. Since I earned my promotion to Operations Manager in 2013 (Convergys) for a financial retail account, I have been a key contributor in the accounts/ programs that I have managed from the companies that I worked for. I am currently working at iQor as an Opertions Manager for a Fortune 500 TelCo Account. Prior to this, I have more than 4 years of experience as Operations Manager. I have been given competitive developmental training in my previous companies in order to meet the demands of an OM role. I have very good orientation with streamlining central methods and processes for transition and operations management, as well as meeting and exceeding client goals through effective communications, proper performance management strategies, and attractive incentive schemes. I am more than excited to discuss with you how I played a key role in the strong financial performance and client metric attainment of our program as an Operations Manager. I have enclosed my resume for your consideration. I welcome the opportunity to meet with you in person to discuss how my qualifications and experience can be of help to you. If you have any questions, please feel free to contact me at- (or- Sincerely, Lovely Blancaflor Enclosure: Resume LOVELY MANGINO BLANCAFLOR-https://www.linkedin.com/in/lovely-blancaflor-891506a9/ Blk 1 Lot 71 Villa Las Casas, Sta. Rosa City, Laguna, Philippines 4026 +63 - HIGHLIGHTS OF EXPERTISE  14 years comprehensive Business Processes Outsourcing Experience  Diverse experience in different Contact Center LOB’s (Customer Service with Sales, Collections with Customer Service, Collections with Care and Upselling, including Recruitment Process Outsourcing  Strategic planner with the ability to improve productivity and motivate personnel  Able to complete a program’s ramp with successful and sustained performance results including agent/ management hiring and process reviews  Succession Planner  Ability create and design Training Modules for targeted audience  Proficient in Outlier Coaching and Performance Management  Advanced Computer proficiency in Microsoft Word, Excel and PowerPoint.  Relationship Manager  Mentoring Champion  Flexible, Adaptable and has high standards of work ethics and discipline EXPERIENCE  IQOR October 2017- Present Recruitment, HR Operations Manager     Directly reports to the VP for Program Management and is responsible in maintaining and improving overall performance of recruitment Liaise with Operations, Recruitment and HR for Internal Processes involving Operations Manage a team of recruiters and recruiting managers and drive performance providing the best possible results for the program PSG GLOBAL SOLUTIONS January 2016- September 2017 Recruitment Operations Manager     Directly reports to the VP for Program Management and is responsible in maintaining and improving overall performance of the assigned client accounts as well as managing clients at all relevant levels. Mentors leaders in the company and is also responsible in developing employees; ensuring that leaders grow from within. Manage a team of recruiters and recruiting managers and drive performance providing the best possible results for clients. Provide mentorship and supervision to Senior Team Managers, Team Managers and Recruiting Team Managers maintain an excellent relationship between PSG and its clients.      Ensures successful implementation, continual operation and growth of accounts, by collaborating with different work groups. Manages recruiter/researcher performance to meet/exceed goals defined with clients. Builds recruiters’ competencies in sourcing and recruiting, specialized by industry/client. Assists client managers in maintaining positive client relationship CONVERGYS December 2013- December 2015 Operations Manager         Flexible to site assignment between Sta. Rosa, Laguna and Mandaluyong City as what the business need dictates Managed both ramp up and tenured programs such as telecommunications and retail sales Directly reports to Site Director and is responsible in maintaining and improving overall performance of the assigned client accounts as well as managing client relationship at all relevant levels. Maintain program’s profitability through performance management Mentor team leaders, reports team, quality team and subject matter experts Liaise with the Client Manager in maintaining harmonious relationship with the clients. Successfully forward career development for all employees through timely coaching and career counselling Actively participate in site-wide engagement activities that includes planning and execution August 2012 – November 2013 Senior Team Leader (Program OIC)        Managed successful implementations of a telecommunications program from 0-180 FTE Directly reports to Senior Operations Manager and is responsible in maintaining and improving overall performance of the assigned client accounts as well as managing client relationship at all relevant levels. Responsible in hiring management and frontline employees. Maintain program’s profitability through performance management Mentor team leaders, reports team, quality team and subject matter experts Liaise with the Client Manager in maintaining harmonious relationship with the clients. Successfully forward career development for all employees through timely coaching and career counselling December 2005 – July 2012 Team Leader      Flexible to site assignment between Alabang, Muntinlupa and Cebu City as what the business need dictates Directly reports to Operations Manager Responsible in supervisory duties such as coaching, performance management, admin tasks, taking supervisory calls Maintain program’s profitability through performance management Spearhead several Account Initiatives to improve performance    Handle Special Assignments such as Outlier Coach and Learning Lab Leader. Successfully forward career development for all employees through timely coaching and career counselling Act as Account POC/ Back up for Operations Manager October 2004 – November 2005 Sales and Customer Service Specialist    Primarily responsible for answering customer calls for a large US telecommunications company, answering basic questions Resolving major bill disputes, processing payments Offering plan upgrades and sales of additional subscriptions and attachable options. TRAININGS and RELEVANT WORKSHOPS  Senior Recruitment Training January 2016  Convergys Leaders as Coaches September-  PDCA Workshop for Managers October-  Presentation Skills Workshop September 3-4 2012  Everything Everywhere Collections April 30, 2012  HR 103 and 106 Disciplinary Action process September 09, 2011  Appreciating Financial Management Profit and Loss Module August 18, 2011  Payroll 101 HR Module Series August 17, 2011  PRISM Values Mastery Training Nuvali, Sta. Rosa laguna July-  Situational Leadership II Nuvali, Sta Rosa Laguna June 9, 2011