James Patrick Morado

JAMES PATRICK MORADO SENIOR OPERATIONS MANAGER WORK EXPERIENCE Senior Operations Manager Awesome OS Davao | Mar 2022 - Present Responsible for managing multiple accounts across three sites with 1100+ FTEs. My job oversees managing the business unit's client expectations, ensure employee motivation and morale is well-managed and personal growth and development is encouraged; strong contributions to the financials and bottom line of the company. Operations Manager CONTACT ME AT HOME:- ClearSource BPO Ortigas | Oct 2021 - Feb 2022 Handled a North American Health & Wellness e-commerce campaign supporting its omnichannel (voice, chat, SMS and email) customer support MOBILE: - B17 L1 Ruiz Village, Brgy. San Antonio, Agdao, Davao City 8000- RESPONSIBILITIES Maintains strong client relation and communicate current KPI trend & action plans Provides operational support to yellow/red alert campaigns that need performance remediation Responsible for development of Operations Managers & Account Managers through coaching, leadership training & regular performance reviews while the program is on remediation phase Provide assistance during campaign launches/ramp plans by ensuring seamless recruiting, staffing, training, employee engagement & retention Provide regular feedback to Chief Delivery Officer & Senior Operations Director on program-related performance trends Responsible for program’s profitability through review & analysis of P&L and forecast vs actual revenue comparison. EDUCATION & CERTIFICATION Arellano University Bachelor of Science in Nursing, 2008 Six Sigma Philippines Certified Six Sigma Yellow Belt CN: CSSYB- De La Salle University GSB, July 2017 Operations Manager VXI Davao | Oct 2019 - Aug 2021 Technical Support for the largest Satellite TV Provider in the U.S. Streamlined the account's onboarding process. Operations Manager/Business Leader VXI Makati | May 2018 - Oct 2019 Started the first e-commerce campaign in VXI, supporting the online arm for the 2nd largest global clothing brand Associate Director - OIC VXI Davao | Jan - May 2018 Customer Support for the biggest cross-border Money Transfer Company Consistently in the 1st or 2nd place in the Overall Ranking out of 10 vendor sites Operations Consultant VXI Jamaica | Oct - Dec 2017 Supported two (2) Sales programs - Direct Sales and Winback Improved performance of two (2) Sales programs by 7% (Direct Sales) & 11% (Winback) in the BPS Attainment and consequently moving them from the Penalty to the Bonus Zone in the Vendor Ranking Operations Manager VXI Davao | May 2013 - Sep 2017 Customer Support for the #1 cross-border Money Transfer Company Handled all three regions - NA, APAC and EMEA Ops Started the APAC & EMEA regions and migrated seven (7) Consumer and Agent Support skills in the process Team Leader Subject Matter Expert Support Specialist Customer Service Representative Outbound Sales Specialist Inbound Sales Specialist VXI Makati | May 2011 - May 2013 VXI Makati | Nov 2010 - May 2011 VXI Makati | Dec 2009 - Nov 2010 Aegis PeopleSupport | Sep 2008 - Nov 2009 Logicall Inc | Jan - May 2008 West Contact Services | Nov 2006 - Aug 2007