Allen Paul

Allen Paul P. Mendoza Operations Manager - |-| Bulacan, Philippines | LinkedIn Profile PROFILE SUMMARY I have more than a decade of solid background with industries such as software & platforms and customer service. I am a teacher by profession with 2 years of experience until I joined Business Process Outsourcing (BPO) industry. I started as a sales agent and later got promoted as a supervisor in less than 1 year. I am innovative, team player and people developer. I always put passion with whatever I do. I wanted to try new challenges, meet new people and build another goal. I seek for meaningful experience that would further enhance my expertise, leadership and skills and at the same time contribute my acquired skills and knowledge to any future projects. SKILLS Skills: Project and Business Management | Service Delivery | Revenue Cycle Management – Forecast and Actuals | Client Relationship Management | Risk and Mitigation | Capacity and Supply Planning | Client Relationship Management | Design Thinking | Human Capital Management | Team Leadership | People Development | Engagement | Customer Service | Sales Operations | Social Media | Content Moderation | Presentation Dynamics | Quality Assurance | Transcription Services | Virtual Assistance | Training Needs Analysis | Cold Calling | New Product Releases | eCommerce | Research | Client Data Protection WORK EXPERIENCE OPERATIONS MANAGER • Accenture Inc.| 2022 – Present Manages a large team with 233 FTEs and support 3 contracts, develops team leaders through constant coaching and performance analysis, enhance progressive strategies and approaches in bringing out the best with our team members, promoted 23% of the population to a higher role. • Project Management: Launched 3 projects in Manila (Advertiser Support, Technical Support, Leads Generation), coordinated with recruitment team for people supply and hiring, conducts inventory check and procurement for all assets required to run operations, involved in performing project solutioning. • Reduces hiring cost by making sure that team is highly motivated through engagement activities and relationship building. Introduced an open-door policy with the team members for them to feel heard and valued giving a large team engagement score of 4.7 versus the target of 5 which attributed to a 3% annual attrition • • Performs revenue cycle management through effective forecasting of cost, shrinkages and capacity Maintains open communication with the clients through business reviews and insight discussions to understand their priorities and build a comprehensive plan to exceed their expectations • Work with advertisers through customer success approach by helping them remove barriers in maximizing platform marketing and increase with their revenues which resulted to an increase of 37% of customer engagement • Initiated a strategy called SOAR Model (Schedule Offering for Account Reps) that resulted to a $320K increase in overall revenue, worked with training team in developing agent tiering that resolved challenges in meeting productive output and efficiency call outs (completed November 2024) • Revisited spiels and languages to improve customer experience resulting to a maintained 95% to 100% customer satisfaction survey result • Spearheaded initiatives related with Business Transformation focusing on process streamlining and efficiency savings • Awarded as the Emerging Leader of the Quarter last 2024 SHIFT LEADER • Accenture Inc. | 2020 - 2022 Oversee 5 contracts at the same time with a total team population of 60 FTEs and 4 Team Leaders, conducted townhalls and focus group discussions to understand employee’s challenges and aspirations, built succession plan for the next generation of leaders (promoted 39% of the population) • Gained ability to perform revenue analysis through meeting shrinkage expectations and revisiting cost, capitalized on revenue optimization through reduction of capital charges impact • Automated tools such as Coaching Application, Financial and Billing Forecast Dashboard and Performance Management Tool for operational and human resource use • Conducted ideation session (SCAMPER & TIMWOODS) to build the innovative mindset with the team, implemented 7 ideas focused on process streamlining that resulted to 12% error reduction and stable Quality Assurance score – received a total of 5 client commendations for the implemented insights, value delivered and create partnership with the clients • Created a curriculum to further enhance the skill of the team members while the management find ways on how to transition from working on site through working from home (pandemic) – project was implemented across the account here in the Philippines • Awarded as the Top Performing Shift Leader of the Year and Best Business Transformation Focal of the Year TEAM LEADER • Accenture Inc. | 2018 - 2020 Handled a team with 15 agents performing content moderation work (1 st project) and transcription services (2nd project), addressed performance opportunities through consistent coaching and SMART action planning, conducted career coaching to help team members reach their aspirations resulted to a 0 attrition for 2 years with my span • Monitored performance through reviews and deep dive to further understand challenges and created effective approaches to maintain stable performance, ensured that SLAs/KPIs targets are exceeded • Performed internal business review to discuss performance trends, insights and help needed, bridge communication between the higher management and the employees • Designed flowcharts and decision trees for additional reference material and process guide that contributed to an impressive quality result • Acted as the Human Resource, Learning and Development POC of the project where I was the go-to person whenever concerns were raised related with this capability • Awarded as the Annual Top Team Leader for 2 years and Maharlika – “Best People of the Quarter” Awardee SALES TEAM LEADER • Alorica Inc. | 2014 - 2018 Supported a sales project performing voice and chat work – selling cable, internet and phone subscriptions, targeting new customers sign ups and existing customers plan upgrades • Supervised a group with 15 sales agents, guided them in meeting their sales target through constant feedback session and role-playing activities • Audited and assessed call opportunities for both sale and non-sale calls, identifying opportunities relative with probing questions, benefit statement discussion and rebuttal statements through call listening and side by side process observations • Developed sales approach by creating macros and chat spiels for most of the objection, conducted sales training focusing on FAB statement highlights during the conversation, reiterated the consultative mindset with the team through huddles and strategic planning sessions • Managed the queue through effective break adherence and impressive attendance daily ensuring all calls/chats were attended, send hourly SLA report to the account leadership team • Gained skills on team leadership, relationship building and creating harmonious connection with the group – resulted to Best Attrition Management award for the year • Was identified as the acting Operations Manager in the absence of the supervisor making sure that the cluster is meeting their expectations • Awarded as annual Top Team Lead and Q4 Alorica Game Changer (site wide recognition) SALES AGENT • Alorica Inc. | 2014 (< 1 YR) Supported a sales project performing voice and chat work – selling cable, internet and phone subscriptions, targeting new customers sign ups and existing customers plan upgrades • Take in 15 to 20 average daily calls, consistently meeting the target of 35% close rate for monthly total contacts • Maintained an impressive performance with attendance, punctuality and metric expectations through developing own sales strategy, reviewing my own call and doing my own self-assessment • Ensure awareness of product releases and updates through maximizing resources and reference materials • Identified as team POC acting as the assistant Team Leader in the absence of the supervisor • Awarded as Top Performing Sales Agent (Voice) in less than 1 year. HIGH SCHOOL TEACHER • La Consolacion School of Balagtas | 2012 – 2014 Class adviser for 2nd year high school students, overseeing the welfare and development of 30-40 students, built a family within the class to ensure harmonious relationship is achieved • Evaluated student progress through assessment and grade communication, developed ability to use MS Excel to automate the calculation and faster delivery of result • Conducted research and created instructional material to enhance learning experience, attended seminars to develop teaching approaches and classroom management • Mentored school representative for competition like extemporaneous speech, declamation and essay writing • Became the moderator of the school’s Drama Club EDUCATION BACHELOR OF SECONDARY EDUCATION MAJOR IN ENGLISH Bulacan State University | Year Graduated: 2012 Other Information: Dean’s Lister | Vice President of the English Student Society | Secretary for University Theater Guild | University Scholar TRAININGS PROFESSIONAL CAREER CERTIFICATION PROGRAM – PROJECT MANAGEMENT August 2024 DATA ANALYTICS AND DATA STORYTELLING September 2024 DESIGN THINKING – TRANSFORMING A BUSINESS May 2022 DELIVERY ESSENTIALS AND BRILLIANT BASICS September 2020 OTHERS Tool Familiarity: Salesforce | Zendesk | Continu | Power BI | Looker | MS Office | Slack | MS Teams | Zoom | Blue Jeans | Citrix | Avaya Google Suite | Lucid Chart | Canva | Adobe | ChatGPT | Share Point | Dropbox Language Proficiency: C1 based on CSVAR Language Proficiency Test Strength: Command | Competition | Communication | Significance | Maximizer | (per Gallup Strength Survey)