Abram Gil R. Bondoc
184 Sct. Fuentebella Ext., Brgy Sacred Heart
Kamuning, Quezon City--
Account ManagerJune 2016 to Present
JustCalls.net
Data reports management
Template creation using VBA Macros, PowerPivots and MS Excel formulas
Template creation using Google Sheets
Queue Management
Client Interaction Management
VBA DeveloperOctober 2016 to Present
NW Construction
VBA Macro/Excel template creation
Template creation using VBA Macros, PowerPivots and MS Excel formulas
Schedule C expense reports template creation
Scheduling AnalystJanuary 2015 to Present
Dylexia Improvements
VBA Macro/Excel template creation
Template creation using VBA Macros, PowerPivots and MS Excel formulas
Template creation using Google Sheets
Scheduling Analyst
Social Media Marketing Associate
Exposure in XERO billing
Account AssociateJune 2015 to December 2016
Promomash.com
Data reports management
Template creation using VBA Macros, PowerPivots and MS Excel formulas
Template creation using Google Sheets
Client interaction associate
Data entry
Exposure in XERO billing
Account AssociateJune 2015 to November 2015
IBuyHousesHQ.com
Administrative support
Appointment setting
Data reports management
Client interaction associate
Buying/Selling/Flipping houses
VBA DeveloperOctober 2013 to Present
Developed Excel VB Application for clients
Sales, payroll, timekeeping templates
Automation of reports
Excel to Power Point presentation
Database management
Macro and VB scripts
Web Scraping
Excel VBA Userform creation
Sales Operations ManagerDecember 2012 to October 2013
Concentrix Philippines
5F Techno Plaza Two Bldg, Orchard Road, Eastwood City, Libis, QC
Handled online sales account.
Responsible for company and client set metrics
Responsible for agent staffing within volume trend
Responsible in making sure attendance adherence is followed
Responsible in driving quality and sales performance of the sales team
Set up company policies and procedures and ensures adherence
Responsible in making sure all data reports are accurate
Handled 100 agents, 4 Team Captains and 3 Subject Matter Experts
Account ManagerJanuary 2012 to December 2012
(Operations Manager)Sutherland Global Services
7F Harvester Corporate Center
158 P. Tuazon Blvd. Corner 7th & 8th Ave., Brgy. Socorro, Cubao, QC
Handled Sales, Technical and Premium Technical Support group
Responsible for company and client set metrics
Responsible for agent staffing within volume trend
Responsible in making sure attendance adherence is followed
Responsible in driving sales performance of the sales team
Responsible in driving CSAT of the Technical Support Team
Ensuring all Queue Metrics are in check (i.e. AHT, Abandonment Rate, Occupancy)
Set up company policies and procedures and ensures adherence
Responsible in making sure all data reports are accurate
Handled 100+ agents, 6 Team Managers
Operations ManagerAugust 2011 to December 2011
ACS, A Xerox Company
7th Floor ,One E-Com, MOA Complex, Pasay City
Headed an email start up account
Handled customer service email support
Responsible for making sure agent staffing is within volume trend
Responsible in making sure attendance adherence is followed
Ensuring training requirement is met
Responsible in making sure all agents are paid correctly and on time
Set up company policies and procedures
Ensuring all policies and procedures are adhered account wide
Responsible in making sure all data reports are accurate
Handled 80+ agents, 5 Operations Supervisors
Operations ManagerJanuary 2011 to March 2011
Izone Technologies
Orient Square, ADB Avenue, Ortigas, Pasig
Handled both Sales and Technical support group
Responsible for making sure agent staffing is within volume trend
Responsible in making sure attendance adherence is followed
Responsible in driving sales performance of the sales team
Responsible in driving FCR/FTR if the Technical Support Team
Ensuring all Queue Metrics are in check (i.e. AHT, Abandonment Rate, Occupancy)
Reports directly to the Chairman of the Board and CEO
Set up company policies and procedures
Ensuring all policies and procedures are adhered company wide
Responsible in making sure all data reports are accurate
Handled 100+ agents, 2 Operations Supervisors, 3 Sales Managers, 1 Call Center Manager
Operations ManagerAugust 2009 to November 2010
Cybernet Slash-Support
4th Floor 18/20 Building, Upper McKinley Hills
Fort Bonifacio, Taguig City 1634
■Started out as the first Operations Manager for the Philippine Company and responsible for growing headcount from 50 to 500, and from 4 to 13 accounts.
■Managing multiple and multi-lingual accounts: Tech, Sales, Customer Service and Medical Billing
■Prepares weekly and monthly performance review of different lines of businesses
■Responsible for hitting client KPIs and doing business reviews on a daily, monthly and quarterly basis with the clients
■Responsible for hitting company requirements and doing business reviews on a monthly and quarterly basis with Senior Managers and VPs
■Managing and doing business reviews with supervisors and other support staffs
■Tasked to smoothly transition responsibilities to newly hired OMs
■Providing good Client relations especially when Clients are on site
Team ManagerJune 14, 2004 to August 2009
TELUS International Philippines, Inc.
(formerly Ambergris Solutions, Inc.)
31st F Discovery Suites, 25 ADB Ave., Ortigas
Operations Manager in Training (2008 – 2009)
Responsible for driving the performance of the account
■Tasked to manage a sales account
●Tasked to pioneer a premiere sales team
●Tasked to start a broadband sales account
■Conducts daily and weekly business reviews with the clients on queue and financial metrics
■Prepares daily, weekly, monthly, and quarterly reports to be presented to clients
■Point of contact in the absence of the Operations Manager
■Checks staffing for the coming week to reconcile with queue requirement
Awarded Top Team Captain for the Quarter thrice
Customer Interactive Apr 14, 2003 to June 13, 2004
AssociateTELUS International Philippines, Inc.
(formerly Ambergris Solutions, Inc.)
31st F Discovery Suites, 25 ADB Ave., Ortigas
Handled inbound sales calls
Did “Manager On Duty” job, handling queries from co-agents
Did weekly and monthly reports of the whole team
Performed as OIC for the whole team
Certifications:
Six Sigma Yellow Belt – Certified
Educational Background:
B.A. Mass Communications - Journalism
University of the Philippines Baguio
Gov. Pack Rd., Baguio City
Secondary Education
University of the Philippines Integrated School
U. P. Diliman, Diliman, Quezon City
Primary Education
University of the Philippines Integrated School
U. P. Diliman, Diliman, Quezon City
Abilities and Skills:
With expert knowledge in MS Excel
Strategic in thinking and tactical in execution with 10 years of experience in the BPO industry
Meticulous in research
Creatively thinks outside the box
Started out as an agent, showed leadership qualities and moved my way up to be an Operations Manager
Works hard not only to improve oneself but also to improve people around me
Can work under pressure and meet deadlines
Welcomes new challenges to achieve goals.
Skilled in employee management and works well with others
Converses excellently using English as a medium both written and verbal
