Joel Pailagao Akut

JOEL PAILAGAO AKUT VP/AVP/GM/DIRECTOR-LEVEL IN THE BPO CV (1/2) HIGHLIGHTS & QUALIFICATIONS EDUCATION Our Lady of Fatima University Bachelor of Science in Physical Therapy 06/1991 - 06/1996 20+ years in the BPO realm Expert in Operations Management, Client Management, Service Delivery, Handling Projects, Performance Management, P&L, Process Streamlining, Process Documentation, Excel Reporting, Data Analysis, Root Cause Analysis, Strategy Planning, Basic Training, End to End Recruitment , Managing Sites & All Departments, Build Operate Transfer Contact Centers from ground zero Have extensive experience in Operations in a Director level capacity, over 10+ years experience ; 10 years in the back-end establishing call centers SKILLS & EXPERTISE ESSENTIAL SKILLS Contact Center / Site Management Client Acquisition & Management Service Delivery P&L / Financials Process Mapping / Streamlining / Documentation Excel / Data Analysis / Root Cause Analysis Performance Management / Remediation Handling Projects / Strategy Planning End to End Recruitment BPO Startup Consultancy DigitaLearn MBA Major in Entrepreneurship 04/2020 - 10/2022 ACHIEVEMENT / AWARDS Organizational Skills } Time Management Analytical | Data Processing } Excel Strategic Planning Decision Making Problem Solving | Interpersonal Relations Communication Skills Leadership | Influence Best Agent Best Supervisor Best Manager 3x Saved an account to be closed and garnered the rest of the business from the other 2 vendors Hired 1700+ FTEs in just 8 months Broke Sales Records 6 consecutive months Lowered Returns from 18.6% to 2.6% Build call centers for all gaming sites in SE Asia Managed 1700+ FTEs across 3 sites RELATED WORK EXPERIENCE 1/2 Country Director (02/2024 - 02/2025) H48 - BANGKOK, THAILAND Responsible for deep dive analysis | recommendations to fix the pain points in the different LOBs Oversaw all departments | Responsible for P&L, budgeting, reporting and served as single point of contact for all client communications Spearheaded the renewed sourcing & recruitment efforts to satisfy long overdue headcount deficiency Instituted the quartile system across all LOBs Managed In-House Auto Spa Business | Junk Car Sales | Credit Rating Bureau in-house accounts Created the foundation for a regular Quarterly and Annual Rewards and Recognition program Managed Overall Operations | Site Operations Site Director (03/2021 - 07/2023) BANCHAAI SUUŃ BORIKAAN LUKKAA-BÉP RUAM (TVI/GI/IO/NGYT/HS) - BANGKOK, THAILAND Responsible for scaling operations for traffic ticketing services in Vancouver Ontario | Content Moderation accounts Manage all departments | Responsible for P&L, budgeting, reporting and served as single point of contact for all client communication Started the onsite center from ground zero to proof of concept to actual operations Offshored all non-core processes and scaled operations from an initial 5+ FTEs to 500+ FTEs for 5 accounts Instituted the quartile system across all LOBs Used Hubspot for the sales pipeline | sales funnel on the Legal account Director of Operations (03/2018 - 09/2020) VISION/HAIL DENT REPAIR (VHDR) CONTACT CENTER - REMOTE Responsible for offshoring non-core processes | Manage overall operations for 2 inhouse accounts Manage all departments | Responsible for P&L, budgeting, reporting and served as single point of contact for all client communication Started the remote center from ground zero to proof of concept to actual operations Offshored all non-core processes and scaled operations from an initial 20+ FTEs to 300+ FTEs for both accounts PHONE: - EMAIL:- ADDRESS: TCV CAINTA RIZAL 1900 JOEL PAILAGAO AKUT TOP-TIER BPO MANAGEMENT EXECUTIVE CV (2/2) RELATED WORK EXPERIENCE 2/2 Project Based BPO Startup Consultant | Broker (03/2014 - 03/2018) PROJECT BASED BPO STARTUP CONSULTANCY | BROKERAGE - VARIOUS Built, operated, & transferred contact centers from ground zero to proof of concept Responsible for setting up contact centers end-to-end Able to successfully set-up centers for 31 clients, including fundraising accounts (UNICEF, Greenpeace, Veterans etc) Regional Site Director SE Asia (05/2012 - 02/2014) CELTD (6 MONTH CONTRACT EXTENDED) - HO CHI MINH, VIETNAM Built & managed contact centers for each end client from ground zero across SE Asia. Managed all department in HQ and managed all sites Managed 1200+ FTEs across SE Asia Established 31 contact centers scattered across SE Asia Site Recruitment Head (12/2010 - 04/2012) SATYAM - GURGAON HARYANA - 3 MONTH CONTRACT EXTENDED Managed end to end recruitment for the site for laterals, rank and files, specialized hiring Able to fulfill volume hiring of 1700 FTEs in 11 months CERTIFICATIONS | TRAININGS Lean (2020) Project Management (2020) Straight Line of Persuasion (2013) Infographics (2016) Dealing with Millennials & Boomers (2015) Forex Basics (2016) Binary Basics (2017) Train the trainers (Basic | Advanced) (2004) Leadership Training (Supervisory | Managerial | Executive) (2008) Excel | Data Analytics (2008) Artificial Intelligence in Talent Acquisition (2021) Six Sigma Yellow & Green (2007) Root Cause Analysis - SWOT Analysis | Ishikawa (2013) Sales B2C B2B (2009) End to End Recruitment (2010) Contact Center Operations (2004) PHONE: - EMAIL:- ADDRESS: TCV CAINTA RIZAL 1900