Ana Vanessa Macatangay

zz ANA VANESSA H. MACATANGAY EXPERIENCE Unit 4104, 10 Porter Street, Ryde NSW 2112 Director of Operations/ TTEC International Pty Ltd (Australia) Customer Service, Sales and Account Management (Retail/eCommerce, Travel & Hospitality), Portfolio Development, Client Relationship Management, Budget& Financial Management - October 14, 2019 – present Date of Birth: April 28, 1985 Roles & Responsibilities: • -anavanessa.macatangay@ttec. com • • • • HTTPS://WWW.LINKEDIN.COM/IN/A NA-VANESSA-MACATANGAY355BB0A3/ Oversees Australia based programs and ensures business operates in alignment to the company’s goals and objectives Ensures financial and other program targets are met Collaborates with executive level management in developing performance goals and operational plans. Executes plans designed to meet company and program level goals Analyzes current operational processes and provides guidance to ops managers in implementing solutions to improve efficiency and productivity. Senior Operations Manager/teletech (Role Expansion) Customer Service, Sales and Account Management October 1, 2018- October 13, 2019 Sydney Operations (E-Commerce/Retail, Travel and Hospitality) Roles & Responsibilities: Supports TTEC’s onshore based program doing operational management, client relationship management and performance improvement. Senior Operations Manager/teletech Sales and Customer Service Management in Retail, Travel and Hospitality and Logistics March 16, 2016- September 30, 2018 Extensive experience in sales operations and service delivery. Oversees five APAC Sales and Service Delivery programs across Australia, Singapore and New Zealand with over 11 years of BPO experience supporting clients in retail, telecommunications, travel, and logistics sectors of Australia and the United States. zz Roles & Responsibilities: • • • • • • • OBJECTIVE To obtain a progressive and active role, where I can lead towards mutual productivity and growth within an organization that fosters an innovative, challenging and rewarding environment and maximize my multilayer of management skills, program and process development, sales and customer service. • Overall program owner of five different APAC programs Manages end-to-end operations from recruitment, training, staffing, performance and service delivery, P&L management and client relationship Maintains relationship with all department heads and external partners and provides recommendations on strategies and decisions to build a strong operational rigor Leads the analysis, process improvement plans and proactive solutions for the program through analysis and collaboration with other departments Facilitates internal and external meetings such as but not limited to monthly and quarterly business reviews Main point of contact of client partners and maintains client relationship through regular touch base meetings with client partners either onshore or offshore Develops and mentors all reporting managers within the vertical and ensures succession plan is in place. Reports directly to the Executive Director and provides insights and recommendations in the development of long term goals and operational plans. Training Manager/teletech September 9, 2013-March 15, 2016 Managed 4 different sites with 3 training supervisors and 15-20 trainers supporting APAC programs L&D LEAD/teleperformance June 4, 2013-August 31, 2013 Supported at least three different and multiple programs Designed and implemented a blended approach integrating different learning strategies to reinforce and strengthen operational rhythm. Operations Manager/acm/Teleperformance Customer Service and Support – Au Telecommunications July 25, 2011-June 3, 2013 Responsible for business operations and controls on a day-to-day basis. Plans and executes actions to meet the agreed organizational performance goals and objectives Provide analysis and insights around performance results and develop actions to address performance gaps Liaison with top management. Assist in the development of zz strategic plans for operational activity Implement and execute operational actions and drive results EDUCATION University of Batangas- Bachelor of Arts in Psychology- Cumlaude OTHER RELEVANT EXPERIENCES Position Title: Service Delivery Manager/Systems Compliance(Telstra programs) Position Level: Managerial Teletech Delivery Center, Robinsons Place Lipa Duration: November 1, 2010-April 26, 2011 Position Title: Deployment Support Coordinator/Team Lead III (Senior Supervisor- Telstra Residential Billing) Position Level: Supervisor/3 yrs experienced employee Teletech Delivery Center, Robinsons Place Lipa Duration: July 16, 2009-October 31, 2010 Position Title: Team Leader/Operations Supervisor (Verizon 2007 and Telstra Residential Billing 2008) Position Level: Supervisor / 2 Yrs Experienced Employee. Specialization: Technical & Helpdesk Support/ Customer Service Duration: November 1 2007 to January 15, 2008 (Interim Supervisor) Duration: January 16, 2008 – July 15, 2009 (Operations Supervisor) REFERENCES Available upon request zz