JERALD MALOLOY-ON INOCANDO
CKL Homes Block 1 Lot 14 Agus,Lapu-Lapu City, Cebu-
Professional Summary
Experienced people manager with a demonstrated history of working in the
outsourcing/offshoring industry. Versatile and innovative management professional skilled at
seeing the “big picture” while still focusing on the details.
Highlights/Skills
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Creative, resourceful and flexible, able to adapt to changing priorities and
maintain a positive attitude and strong work ethic.
Flexible and analytical with a keen eye for details; skilled at synthesizing
and editing information to achieve overall objectives especially to
improving business process
A skilled communicator; able to maintain cultural sensitivity, establish
rapport with members of diverse groups, and promote team cohesiveness
Particular strength in bridging cultural gaps among people through
educational and interpersonal relations.
Strong leadership and time management skills that is driven to create
stellar work related results
Work Experience
July 2019- Present
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Team Manager
Amazon, Philippines
Leading and developing a team of 20-30 associates; responsible for the
overall performance management, coordination and evaluation of the
team
Develop and Achieve performance goals and objectives in line with the
network wide vision and goals
Mentoring employees with high growth potential
Leading Site Level initiatives, primary owner of functional responsibilities
that impact overall site: Performance Related Pay and transportation are
two examples
Communicating policies to associates as the primary information source
for staff
Ensure compliance and consistency; corrective action and documentation
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Identifying customer issues, building and implementing solutions to
include process improvements
Drive process improvement and continuous improvement culture through
‘kaizen’ and lean projects
Identifying and eliminating barriers to accuracy, productivity, and quality
May 2012-July 2019 Team Leader
Concentrix, Philippines
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Supervised customer service associates including work and attendance
monitoring in accordance with organization policy and applicable legal
requirements.
Effectively coach direct reports on their performance metrics
Identify performance related issues, develop an action plan for
improvement, and implement corrective action, up to and including
termination of employment.
Communicate expectations to employees and provide timely updates.
Conduct team Meetings and schedule and organize team activities.
Stay current on internal work processes, policies and procedures. Attend
required manager development training.
Program-Officer in Charge
Facilitates agent development in the program.
Mentors outlier Team Leads.
Answers Client Escalations.
Provides data and analytics on unusual issues in the program.
Mar 2014-July 2015
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Financial Consultant
Pru Life UK
Recommend investment products and services that are suitable for
prospects and clients based on their objectives, resources, time horizon,
risk profile, and preferences.
Solicit clients actively via telephone, mail, referrals, etc. while maintaining
proper documentation
Education
University of the Philippines – Cebu
Master’s in Business Administration, 2021
University of Cebu – Banilad campus
Bachelor of Business Administration major in Financial Management, 2012
Certifications and training seminars
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Leading In a Toward Culture-Amazon
Branding and Conflict Management
Convergys Leaders as coaches
Update your Operating System- Adversity Quotient
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Vice -President, Rotaract – Mabolo Chapter
Affiliations
Character Reference
Roen June Barillo
Operations Manager-
Divine Grace Ortiz
Operations Manager-
Joey De la Cuesta
Team Leader-
