Francis Rheberg

Francis Rheberg Operations / Service Delivery Experienced Operations Manager / Service Delivery Lead with a demonstrated history of working in the outsourcing/offshoring industry. Highly-skilled in Operations and Client Relationship Management, Project Management, Customer Satisfaction, Teamwork, Leadership, Coaching & Mentoring, and Customer Success. Experience Contact Phone (- Email - Address Blk 10 Lot 8 Don Mariano St. July 2024 - Present DOXA7 Solutions, Inc. Service Delivery Lead II Supervise daily operations, coordinate with the operations manager, and ensure performance targets are met. Understand the business, priorities, and agenda of clients to manage the day-to-day operations Support team development through coaching, feedback, training, and compliance with company policies. Address operational challenges and facilitate corrective actions in collaboration with Human Resources. Greenfields 3 Novaliches, QC 1117 Education 2005 BA Public Administration University of the Philippines Diliman Expertise Calendar / Email Management Analytical & Critical Thinking Skills Process Improvement MS OfficePlanning (Excel, Word, Powerpoint) Capacity Business Acumen / Budgeting August 2023 - May 2024 Tradefull Unified Commerce, Canton, Ohio USA Partner Strategy Representative Provide solutions to prospective Partners. Manage internal and external key communication and relationships. Ensure alignment of Partner goals and overall business strategies. Focus on account retention and continued revenue growth. Feb 2020 - June 2023 Telus International Philippines, Market!Market!, Taguig City Operations Manager Responsible for the profitability of the program by ensuring client KPI goals and targets are met Makes sure that ratios for staffing are maintained and that manpower is sufficient for the forecasted call volume Ensures that everyone within the program abides by the company and client policies and procedures Responsible for the recognition and rewarding of top performers, while carrying out disciplinary actions to non-performers Reports Creation / Documentation Language English Filipino References Joseph Fajardo Jr. Operations Senior Manager, TELUS (- Zachary Swenson Strategy Manager, Tradefull +1 - May 2017 - Jan 2020 Telus International Philippines, Araneta City Operations Senior Team Leader Manages performance of an omni channel team (voice, chat and email) within the wireless program Hands on experience in implementation of new account from ground ZERO to BAU Maintains close relationships with key clients including assessing process activities & transitioning them through a consistent flow Facilitates training for ramp batches Recognizes and celebrates team and team member accomplishments and exceptional performance Francis Rheberg Operations / Service Delivery Experienced Operations Manager / Service Delivery Lead with a demonstrated history of working in the outsourcing/offshoring industry. Highly-skilled in Operations and Client Relationship Management, Project Management, Customer Satisfaction, Teamwork, Leadership, Coaching & Mentoring, and Customer Success. Experience Contact Phone (- Email - Address Blk 10 Lot 8 Don Mariano St. Greenfields 3 Novaliches, QC 1117 Education 2005 BA Public Administration University of the Philippines Diliman Expertise Calendar / Email Management Analytical & Critical Thinking Skills Process Improvement MS Office (Excel, Word, Powerpoint) Capacity Planning Business Acumen / Budgeting Reports Creation / Documentation Language English Filipino References Joseph Fajardo Jr. Operations Senior Manager, TELUS (- Zachary Swenson Strategy Manager, Tradefull +1 - May 2015 - March 2017 Teleperformance Philippines, Fairview, Quezon City Operations Supervisor Responsible for the attainment of client set goals, efficiency targets and overall team performance  Performs consistent and effective coaching sessions to address performance gaps  Analyzes agent performance and develops action plan to bridge gaps  Conducts regular performance management to improve challenged members of the team Feb 2012 - Jan 2015 Convergys Philippines, Inc. Eastwood City, Libis Operations Team Manager Provides policy and procedure support to agents on porting, billing and other devicerelated issues Handles policy escalations Monitors team and individual performance Leads meetings to cascade company and program updates Coaches agents to improve performance Develops potential leaders Monitors team’s schedule compliance  Motivate team thru Rewards and Recognition