Rene M. Velasquez
Bo. Mayuro, Rosario, Batangas 4225 Philippines
Landline:-
Mobile: - | -
Email:-Operations Manager, Alorica Philippines
Pasay City
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Performed operational functions leading 600+ employees (Peak) | around 200+ employees (non-peak) directly
reporting to Operations Director to ensure satisfaction of the Company in alignment with Client Expectations
Co-author of the PSC (Problem, Solution, Closing) QA evaluation form to address the gap on CES/CSAT and FCR
performance
Responsible for operating systems, policies and procedures including development, implementation, and continual
improvement efforts
Managed to promote 7 agents to Team Leads and 6 Team Leads to Operations Manager Trainees and Sr. Team
Managers in a span of 2 years
With additional capabilities in:
o Recruitment & Retention
o Revenue Generation
o Cost Reduction
o Strategic Planning
o Project Management & Launching
o Regulatory Compliance Management
o Team Building, Mentoring, & Leading
o Business Continuity Planning
o Problem Solving & Change Management
o Quality Assurance Control/Standards
Work Experiences:
Year
Specifications
June 2020 – April
2023
Operations Manager
Alorica Philippines
(Retail and Food Delivery
Accounts)
May 2018 – May
2020
Sr. Team Manager
Alorica Philippines
(Retail Account)
September 2015 May 2018
Team Manager
Alorica Philippines
(Retail Account)
June 2013 –
September 2015
March 2007 – May
2013
April 2005 –
February 2007
Team Manager
Convergys Philippines
(Technical Account with CS)
Team Lead
Sitel Philippines Inc
(Financial and Fraud
Investigation Account)
Customer Service
Representative
HTMT Ltd Inc
(Financial and Sales Account)
Educational Background
June 1990 – March
Adamson University
1995
Manila, Philippines
June 1986March 1990
June 1980 – March
1986
BS Computer Engineering
St. Joseph Institute
Rosario, Batangas
Mayuro Elementary School
Mayuro, Rosario, Batangas
Responsibilities
Ensured that the 3-legged stool of the BPO industry is
implemented, supported, executed, and sustained:
Client Satisfaction, & Financial Performance through
leading 3 operations clusters including Workforce
Management, Business Intelligence, Quality and
Training in attaining Key Performance Indicators
Worked hand in hand with an Operations Manager and
was directly reporting to a Sr. Operations Manager.
Handled a team of 5-6 Team Leads.
Assured excellent team performance; manage call
center agents' skills to ensure the success of business;
train agents to achieve maximum performance.
Recognized as Top Team leader.
Assured excellent team performance; manage call
center agents' skills to ensure the success of business;
train agents to achieve maximum performance.
Assured excellent team performance; manage call
center agents' skills to ensure the success of business;
train agents to achieve maximum performance. Was
recognized as Top Team Lead.
Handled inbound customer service for Australia and US
customers. Financial account with upselling.
Trainings:
• BMC Training / Basic Management Course
(2007)
• Entelechy Customer Focus Training (2006)
• Striving for Excellence Training/Workshop
(2007)
• Seven Habits of Highly Effective People Training
(2007)
Personal Information:
Birth date:
Age:
Citizenship:
Status:
12 November 1973
49
Filipino
Single
Character References are available upon request.
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Convergys Leaders Coaching 1 and 2 (2013)
Coaching For Results (2016)
Managing Account Metrics (2019)
Business and Performance Reviews (2010)
Outlier Management - Degree Feedback (2019)
Root Cause Analysis (2017)
