Jessica Ann S. Buñag

JESSICA ANN BUÑAG OPERATIONS MANAGER PROFESSIONAL SUMMARY EMPLOYMENT BACKGROUND I am an operations manager with years of experience in leading teams to success. Looking to bring my people and leadership skills to globally competitive companies. Operations Manager ACHIEVEMENTS Top Team Lead for year 2019 Vanguard Awardee for Q2 2019 CONTACT INFO: Mobile:- Email:- TDCX | October 2019- Present Oversees and manages day to day operations of at least 120 CSAs in Advertising Support for the largest social media platform Promotes and develops personal and professional growth of at least 10 – 15 Team Leads through leadership trainings and coaching Plan and review compensation actions; enforcing policies and procedures Contribute operations information and recommendations to strategic plans and reviews; prepare and complete action plans; implement production, productivity, quality, and customer-service standards; resolve problems; complete audits; identify trends Analyze process workflow, employee and space requirements and equipment layout; implement changes Prepare and present Business Review Decks and Analysis. (Weekly, Monthly, Quarterly) Manage relationships with key operations vendor Pioneered Innovation Hub for PSO APAC for workflow / process improvement Team Lead TDCX | September 2018 - October 2019 Responsible for ensuring the smooth day-to-day operations of the team Motivates and encourages CSAs to perform exceptionally at work Provide coaching and feedback to CSAs on performance Prepares daily, weekly, monthly performance reports Analyze data and provide recommendations on performance and process improvements Conducts annual performance appraisals for the CSAs Work with support departments on operational requirements Conduct interviews and assessments for new agents JESSICA ANN BUÑAG OPERATIONS MANAGER CERTIFICATES AND LICENCES 2012 PNLE Board Passer - Registered Nurse COPC 6.1 Certified Implementation Leader – March 2021 EMPLOYMENT BACKGROUND Team Manager Alorica | September 2016 - July 2018 Manages performance and development through coaching for at least 15 to 18 CSAs tasked to help customers in one of the largest telecommunications companies in the US CHARACTER REFERENCES ACADEMIC BACKGROUND Leah Marie Reyes Sr. Operations Manager- University of the East Ramon Magsaysay Memorial Medical Inc, Quezon city – Bachelor of Science in Nursing Bachelor of Science in Nursing, 2012 - Attended from 2008 to 2012 - Dean's Lister SY 2008 - 2009 - Selected as one of the top 5 Best in Research and Defense for our Thesis on the correlation between Parent Education and HIV Awareness among teenagers Sarian May Launio Operations Manager- Alenea Lovelyn Garcia Team Lead- CORE SKILLS: - People Leadership - Good interpersonal communications skills - Operations: Data analysis (Tableau) and business review - Highly organized - Customer Service - MS Office proficient