Cheron Delmoro

CHERON TITO D. DELMORO 59 Unity St. Graceville Subd. Brgy. Pag asa Binangonan Rizal  Phone: - / - -/-Executive Summary: Client Services / Account Management Served as the interface between Clients and Service Delivery Teams and is primarily accountable for the overall experience received by the clients by managing the successful implementation of agreed demands: MSA, SOW; and ensuring consistency in the level of service provided thereby, extending the client’s partnership with the company. Operations Management Responsible for managing the day-to-day activities of the Team Leaders and agents in Operations ensuring client targets and objectives are met by continuously collaborating with the client and the cross functional departments on strategic planning, productivity optimization, program solutions and problem resolution. The AOM oversees the hiring and development of employees including process and productivity enhancements, business continuity planning activities, and development of procedures and work instructions for the campaign. Professional Experience Teleperformance Philippines. –EDSA, Mandaluyong October 2016 – February 2017 Client Services Manager Programs supported: AT&T Uverse Key Responsibilities: A. Operations Management ● ● ● ● ● ● ● ● ● ● ● ● Responsible for ensuring excellence and quality of client programs by managing KPIs Plans, directs, and coordinates activities of accounts to ensure that project goals are accomplished within the prescribed time frame and budget Responsible for P&L and internal financial program commitments from existing operations Liaison between client and site-level operations and support functions Pro-actively develops industry-specific operational strategies to improve account performance Functions as point of contact for clients across multiple sites and serves as point of escalation as needed Collaborates with Project Management to ramp up and commercialize new accounts Collaborates with Human Resources to identify root causes of operational issues Forecasts operational performance to anticipate and manage program staffing in the short term, and participates in hiring plans to ensure staffing efficiency Controls and manages required changes on the program, and assesses impact of decisions on account Pro-actively develops industry-specific operational strategies to improve account performance Functions as one point of contact for clients across multiple sites B. Financial Monitoring & Reporting ● ● ● ● ● Monitors, analyzes and reports program performance versus plan Prepares analysis around key operational and financial drivers for client and Account Management leadership On a monthly / weekly basis, ensures that operational reviews are aligned with client reporting requirements and schedules operations review meeting Track client revenue, gross margin, and Net Promoter Score Supports ad hoc reporting requests as needed Cheron Delmoro Resume Page 1 C. Sales ● ● ● ● Pro-actively identifies opportunities to cross-/up-sell into accounts Collaborates with Account Management Team on account planning and selling efforts Collaborates with Product and Solutions to identify selling opportunities Makes recommendations concerning pricing and contract negotiations SHORE SOLUTIONS, INC. –THE FORT, TAGUIG CITY March 2015 – September 2016 Senior Account Manager Programs supported: Make It Cheaper AU NRNS RealEstate.Com.Au Altus Traffic Providence Akolade Whirlpool Melbourne IT Tick Appointment Annotate BeMedia Global Health Klika Key Responsibilities: A. Day-to-Day Operations ● ● ● ● ● ● ● Host meetings and send MOM within 24 hours of the meeting time Coordinate with various departments for all additional client requirements (including up/cross-sell opportunities) Raise client or service delivery concerns on a timely basis Propose process improvement initiatives as needed Ensure all changes/updates are reflected in client documentation tool/file Own and manage client visits Track and follow up action items and send a weekly update on all pending items B. Financial ● ● ● ● Invoice review and approval, ensuring all additional billable items are included Invoice dispute resolution Follow-up on unpaid invoices Secure documented approval for all billable costs C. Issue Resolution ● ● ● D. Change Management ● ● ● ● E. Track action items, follow up on updates from SD owners, and send a weekly update on all pending items Escalate to management as necessary Own communication to clients regarding issues being experienced Ensure that all relationship changes are reflected on the Client Documentation file (or tool) Secure documented approval and documentation of change prior to implementation Own change communication from client to service delivery and vice versa Updating of SOW/Contract and securing client signature (whether due to changes or contract renewal/extension) Performance Review ● ● ● Ensure that the Ops POCs report performance on AMS on a timely basis Drive internal and external business review Send MOM for the business review within 24 hours from the meeting time Cheron Delmoro Resume Page 2 SHORE SOLUTIONS, INC. – THE FORT, TAGUIG CITY October 2013 – March 2015 Assistant Operations Manager Programs managed: Make It Cheaper AU Department Strength: Pop: 81 heads (7 LOBs, 5 teams) Key Responsibilities: A. Campaign Performance to Targets     Coordinates with the client on a day-to-day basis to support growth opportunities with strategic initiatives and executes these effectively to meet objectives and achieve client goals. Works closely with other cross-functional departments to ensure requirements are addressed appropriately to client requests within expected performance targets. Monitors operational statistics and reporting trends, production metrics, and takes appropriate action to ensure client needs are satisfied and growth targets are met. Maintains an environment that promotes positive communication within the department and fostering teamwork within the organization and all of the company while driving Shore Solutions Inc’s high performance culture. B. Campaign Profitability     Maintains staffing levels; recruits, selects, and hires to staff for a high-performance culture Manages headcount including team productivity validation, headcount planning, and team level development Manages Campaign Support strategic planning including ensuring productivity and efficiency and a high billability rate Oversees handling of all disciplinary situations appropriately and in a timely manner. This includes proper supporting documentation of all disciplinary matters. C. Inter and Intra departmental Collaboration     Collaborates with the management and leadership team to set strategy, goals & metrics. Initiates collaboration among cross-functional groups such as Training and Quality to ensure training material is relevant to the needs of the business and the Workforce Management group, to ensure all deliverables are met, taking staffing requirements into consideration. Manages the Supervisor/s in his/her campaign through coaching and mentoring and provide periodical performance assessment Coordinate with Finance regarding campaign funds requested and provide supporting approval and documentation within the prescribed time frame SHORE SOLUTIONS, INC. – THE FORT, TAGUIG CITY Senior Sales Team Leader November 2011 – October 2012 Programs managed: Make It Cheaper AU Teams Handled: 5 Team Leads/ 7 LOBs Cheron Delmoro Resume Page 3 ADMEREX SOLUTIONS, INC. – MAKATI CITY Sales Team Leader October 2010 – August 2011 Programs managed: US: Dish; Direct TV; AT&T, T-Mobile; Clearwire; FIOS TV & Internet; Sprint Canada: Bell Canada Philippines: Globe Telecom – Sales UCESS PHILIPPINES (LG SUBSIDIARY)- TAGUIG CITY Assistant Supervisor – SWAT Team BRANDERS.COM – ORTIGAS, PASIG CITY Vendor Manager (Order Management) September 2009 – March 2010 June 2005 – February 2008 Job Description ● ● ● ● ● ● ● ● ● ● Develops and implements the strategic sourcing and vendor relationship strategies. Manages the relationship cycle with major vendors. Identifies, qualifies, selects, and monitors vendors and suppliers. Works closely with the business to understand their needs, and serves as the point of contact for all purchases, deliveries and problems with products and services. Articulates and negotiates service level agreements. Establishes systems and procedures to ensure and enhance overall quality of vendor services. Establishes requirements and monitoring measures for suppliers to achieve process and quality standards and commitments. Facilitates development of team and partner relationships with vendors and/or suppliers, and maintains relationships for long-term contracts. Monitors projects to ensure completion on schedule and within budget. Continually seeks optimal value in service from vendors, reviewing and monitoring performance and return-oninvestment metrics and initiating contract modifications. Pursues new vendor relationships as needed. Professional Qualifications and Certifications  Coaching Certification – Ucess Academy  High Impact Selling – LJMB Consulting  Business Writing Certificate - Languages Int’l.  General Management - Ateneo Center for Organization  Leadership Training and Neuro-linguistic Programming – AIB Training & Events Co. Education DE LA SALLE UNIVERSITY COLLEGE OF ST. BENILDE – TAFT, MANILA BSBA Major in Marketing Management, 2005 CENTRO ESCOLAR UNIVERSITY – MENDIOLA, MANILA BS PSYCHOLOGY, 2000 - 2002 HIGH SCHOOL: DE LA SALLE COLLEGE ANTIPOLO – ANTIPOLO CITY -) Cheron Delmoro Resume Page 4