Gregorio R. Bercasio, Jr.

Summary: Dedicated Operations Manager and effective leader who excels at using proven methods and cutting-edge technology to successfully cut costs, streamline operations and increase productivity. Assertive and enthusiastic, with extensive knowledge of process optimization and an unsurpassed work ethic. Objective: To contribute to the Operation profession, by achieving a position, which is commensurate with my experience and qualification and which provides a challenging environment for growth. Highlights: Strategic Planning Procedure development People development Financial oversight Process Improvement Cost reduction and containment Team building Analytical Experience Altisource Business Solutions Inc. February 2016 – September 2016 Operations Manager, Service Delivery Develop and implemented strategies and managed day-to-day operations. Maintained a regular flow of communication with internal and external clients in order to ensure all client requirements are met and profitability of the account. Motivated and engaged and lead a team of front-line supervisors and created an environment measure by quality based results through weekly 1:1 coaching sessions. Achieved client engagement through delivering a well-organized business reviews. Ensured all program metrics (client and altisource defined) are met through creation and implementation of focused action-plans. Sutherland Global Services July 2012 – February 2016 Manager, Facilities and Administration Headed the maintenance and services of work facilities in Camarines Sur to ensure that we meet the needs of the organization and its employees. Calculate and compared costs for required goods or services to achieve maximum value for money. Develop and implemented a facility management program including preventative maintenance and life-cycle requirements. Ensured compliance with health and safety standards and industry codes. Used performance management techniques to monitor and demonstrate achievement of agreed service levels and to lead on improvement. Sutherland Global Services February 2010 – June 2012 Account Manager, Service Delivery Develop and implemented strategies and managed day-to-day operations. Maintained a regular flow of communication with internal and external clients in order to ensure all client requirements are met and profitability of the account. Motivated and engaged and lead a team of front-line supervisors and created an environment measure by quality based results through weekly 1:1 coaching sessions. Achieved client engagement through delivering a well-organized business reviews. Ensured all program metrics (client and SGS defined) are met through creation and implementation of focused action-plans. Handled corporate escalations. Sutherland Global Services April 2008 – February 2010 Program Supervisor, Service Delivery Managed a team of 15 consultants and 2 subject matter experts by coordinating workflow within the account, including equitable workload distribution, timely information cascade, and proactive headcount forecasting. Build, coach and direct a team of employees into a highly responsive team that meets the required performance standards. Review and communicate daily performance, quality and attendance reports at the individual and team level. Ensured staff capability by providing all associates with the appropriate tools needed to perform daily tasks. Build staff for success by monitoring performance of associates on a daily basis, evaluating and documenting their performance, and assisting them in performing at peak levels. Dell International Services January 2007 – February 2008 Resolution Specialist, Service Delivery Provided all the information needed by the representatives and ensure that they are equipped with the proper tools and knowledge to handle customer issues. Handled escalated calls and ensures proper resolution is provided to the customers. Coached representatives on product specifics and call handling techniques to meet CSAT and AHT targets. Advanced Contact Solutions November 2005 – December 2006 Escalation Supervisor, Service Delivery Managed a team of 8 Tier 2 by coordinating workflow within the account, including equitable workload distribution, timely information cascade, and proactive headcount forecasting. Build, coach and direct a team of employees into a highly responsive team that meets the required performance standards. Review and communicate daily performance, quality and attendance reports at the individual and team level. Ensured staff capability by providing all associates with the appropriate tools needed to perform daily tasks. Build staff for success by monitoring performance of associates on a daily basis, evaluating and documenting their performance, and assisting them in performing at peak levels. Advanced Contact Solutions November 2005 – December 2006 Customer Service Representative, Service Delivery Received calls from North America customers and provide support on their account and billing inquiries. Maintained high QA and CSAT scores and ensure that all metrics are met daily, weekly and monthly. Education University of Santo Tomas Manila, Philippines Bachelor of Science in Botany Ateneo De Naga High School Naga City, Philippines Secondary Level Naga Parochial School Naga City, Philippines Elementary Level