MOSES J. LINSANGAN
Cubao, Quezon City 1111 - -
Operations Management and Business Support
OPERATIONS MANAGEMENT: Improves performance while mitigating risk by overseeing the daily
implementation of policies and processes in line with the needs and expectations of stakeholders.
PROCESS MANAGEMENT: Analyzes processes and identifies viable opportunities for improvement in
order to minimize waste and improve quality. Trained in Lean Six Sigma methodology.
AREAS OF EXPERTISE
Process Analysis and Improvement
Operations Management
Quality Management
Client Relations Management
Team Management and Leadership
Performance Management
Employee Coaching and Feedback
Employee Training and On-boarding
PROFESSIONAL EXPERIENCE
ADEAS, Inc., August 2017-Present
Process Manager
Ensure internal processes are implemented correctly
Analyze possible improvements to current policies and processes to improve operational efficiency
Maintain operational documents to reflect updated version of company processes
Provide coaching and feedback to employees in relation to process adherence
Sourcefit Philippines, May 2015-December 2016
Operations Manager
Worked with an Australian-based technology company providing service delivery and sales to Australian
clients
Resolved recurring urgent problems of the account within the first 6 months of tenure – this included
alignment of work expectations between management and employees, service delivery, employee
performance and engagement
Established the account’s formal Performance Review Process, which provided accountability and visibility
in employee performance. This also helped employees become aware of how they are performing based
on the expectations of the client, which allowed them to work on specific areas for improvement
Established the account’s Quality Management System to standardize and improve processes, and
provide quality assurance for key tasks in the account
Served as the Quality Assurance Manager in maintaining control over the level of service provided by the
company to external and internal clients
Achieved the target Customer Satisfaction Score of 18.5 out of 20 within the first 6 months. This was an
improvement from the monthly average of 17.5 and was maintained until separation from the company
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Monitored KPIs of the service team and established accountability among its members in accordance to
the account’s service level agreement with clients
Microsourcing Philippines, June 2010-June 2014
Operations Manager
Supported multiple clients in achieving their offshoring goals by serving as their main point of contact
(POC) for vital aspects of their daily operations
Increased total FTEs from all clients from 70 to 110 from 2010 to 2014
Consistently achieved target Client Satisfaction Score of 8 out of 10 during tenure
Maintained regular communication with offshore clients to discuss updates, concerns, and feedback
Documented key processes of all accounts handled that are performed by the offshore teams
Studied internal processes in Operations and presented improvements to the VP of Operations
Consistently achieved 100% performance review goals with all FTEs
Consistently achieved 95% monthly attendance rating for all teams handled
Planned and implemented employee engagement activities to maintain wellness and minimize attrition
Fuji Xerox Philippines, May 2008-January 2010
Account Manager
Generated monthly sales revenue through acquisition of new accounts and maintaining sales from
existing accounts in assigned sales territory
Monsanto Philippines, January 2007-January 2008
Technical Sales Representative
Managed the sales channels in assigned territory (Nueva Ecija and Aurora) to support the volume of sales
towards annual target
Fastpak Global Express, December 2004-January 2007
Business Development Executive
Coordinated with different teams, including Customer Service, Collections, and Operations, to ensure the
quality of service is in line with the signed agreements between the company and its clients
EDUCATION
BS Community Development, University of the Philippines Diliman
High School Diploma, Manila Science High School
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