Emmanuel Libang

Contact- Emmanuel Libang www.linkedin.com/in/elibang27 (LinkedIn) I help businesses, organizations, and individuals achieve optimized operations processes using the Kaizen approach. Metro Manila Top Skills Summary Performance Management Problem Solving Skilled Multi-tasker I enable change in businesses by defining opportunities and solutions that deliver value. I am passionate about my work and I love to work with people and numbers, identify opportunities and implement improvements. The service I offer helps businesses be able to efficiently and effectively manage their operations, understand gaps in their processes, find missing steps, improve ones that can be leveled up, and eliminate unnecessary ones. Experience Achieve Test Prep 2 years 3 months Operations Manager August 2023 - Present (10 months) United States Ensure all operations are carried on in an appropriate, cost-effective way. Improve operational management systems, processes and best practices. Perform quality controls and monitor production KPIs. Examine program data and use them to improve profitability. Formulate strategic and operational objectives. Find ways to increase quality of customer service. Plan inventory and oversee staff productivity and efficiency. Recruit, train, and supervise staff. Process Specialist March 2022 - September 2023 (1 year 7 months) Handles company SOPs, process managenent, improvement, and development for Achieve Test Prep. Amazon Page 1 of 4 Reporting Specialist December 2018 - May 2022 (3 years 6 months) I helped clients improve their store's efficiency and productivity at Amazon.com by providing expert Amazon seller central consolidated reports in various metrics. My other tasks other than reporting covered account analysis, account inspection, product category research, use of 3rd party apps like Helium 10 and Jungle scout. Concentrix Technical Support Manager December 2018 - April 2019 (5 months) Quezon City, Philippines Responsible for the day-to-day activities and guidance of team members. Sets short and long term targets, implement and ensure compliance to company and client guidelines, assist with any issue/s that the employees may have. It also ensures that all members understand the company's objectives and work together to achieve it. Provide continuous monitoring and coaching to all members to ensure efficiency and effectivity in their tasks. Convergys 5 years Operations Manager August 2018 - December 2018 (5 months) SM North Edsa I was tasked to manage HP's Image and Printing Technical support LOB that catered MAC/iOS using customers from US and CA. The program consisted of 120+ front line tech agents with 6 team leaders and 6 advance support agents. During that time, I was accounted for the ff tasks: -provide inspired leadership to my group -make important policies, planning, and strategy decisions -develop, implement, and review my LOB's operational policies and procedures -assist HR on certain aspects of recruitment when necessary -help promote a company culture that encourages top performance and high morale. -oversee budgeting, reporting, planning, and auditing -work with senior stakeholders -ensure all legal and regulatory documents are filed and monitor compliance of my teams Page 2 of 4 -work with the Senior Operations Manager and board of directors to determine values and mission, and plan short and long-term goals -Identify and address problems and opportunities within my scope of management -build alliances and partnerships with other groups and teams within our program -support employee communication with the management team Process Manager January 2014 - July 2018 (4 years 7 months) Quezon City, Philippines The main task of a Process manager was: 1) act as program POC attending weekly client calls for process/technical updates that need to be cascaded across the program. 2) Ensure all agents comply with the program and client processes, enforce corrective actions to identified outlier agents. 3) Senior Technicians Team lead, monitor performances and provide coaching for identified outliers. Stream Global Services 3 years 2 months Senior Technical Specialist January 2012 - January 2014 (2 years 1 month) Quezon City, Philippines The main task of a Senior Technical Specialist was the ff: 1) handle customer escalation calls from front-line technicians that need de-escalation/forwarded to the Engineering team/further escalation to complaints team. 2) function as level 2 resource of the process and technical knowledge as support for the frontline agents. 3) Mentor function -ensure frontline agents handled are coached based on identified opportunities during management while walking around. Technical Support Specialist December 2010 - January 2012 (1 year 2 months) Quezon City, Philippines Frontline technical support representative handling HP Inkjet and Imaging products. The main task is to satisfactorily resolve a customer's printing issue within the given target handle time plus upselling revenue generating add-ons whenever possible. Education Page 3 of 4 AMA University · (2004 - 2010) Page 4 of 4