Joey Core
OPERATIONS TEAM MANAGER
Work History
OPERATIONS TEAM MANAGER
Alorica | April 2016 - Present
Responsible for managing and leading a team of Data Services
Managers/Project Managers to ensure quality performance, in-depth
product knowledge, and adequate staffing in order to exceed the
client’s goals and objectives. To ensure the availability of staff to
answer procedure and product related questions in a timely and
accurate manner, to accurately maintain staffing efficiency. Handles
review report results to make recommendations to upper management
on ways to increase productivity and efficiency and monitor weekly
production employee attrition.
Assists the team members on defining project scope, goals and
deliverable that support business goals in collaboration with senior
management and stakeholders. Helps them work with business units to
define and document project scope, requirements, timelines,
expectations and effectively communicate project expectations to team
members and stakeholders in a timely and clear fashion. Liaise with
project stakeholders on an ongoing basis.
Supervise the team in creating and managing project plans including
scrum meetings according to Agile Development methodologies when
applicable. Guides them in creating cost/benefit analysis in support of
Business Unit projects, while providing methods for management to
assess the financial impact of a decision to the bottom line and identify
project priority conflicts and report any issues affecting overall project
delivery.
Helps them in communicating project status to stake holders and
executives and work as a key interface point for business stakeholders,
project submitter, and the development team to identify, discuss, and
resolve any issues related to functional system delivery. Assists the
team in reporting potential conflicts with other units to management
for evaluation and identify and manage project dependencies and
critical path.
Oversee the activities of assigned production employees by ensuring
the function is efficiently performed in a quality-oriented
environment reflecting the company values; ensure production
employees receive continuous development training after initial
training has been completed; prepare and conduct timely performance
appraisals of direct reports; coach, train, and develop subordinates to
achieve quality performance; participate in monthly sessions with
production employees to gauge morale and make recommendations to
management.
Personal Profile
I am an Operations Team Manager with
more than 10 years of experience in Team
Management, Project Management, Service
Delivery Management, Order Management,
Executive Escalations and Data Entry &
Validation. With passion in leading and
developing people with a keen sense of
accuracy in process and implementation.
Areas of Expertise
Team Management
Project Management
Service Delivery
Executive Escalations
Order Management
Data Entry & Validation
Customer Service
Joey Core
OPERATIONS TEAM MANAGER
Guides them in defining project success criteria and disseminate them
to involved parties throughout project life cycle and plan, track and
schedule project timelines and milestones using appropriate tools.
Helps them in developing and delivering progress reports, proposals,
requirements documentation, and presentations and determine the
frequency and content and deliver status reports from the project
team, analyze results, and troubleshoot problem areas while
proactively manage changes in project scope, identify potential crisis,
and devise contingency plans.
Proactively oversee the activities involved in quality resolution of
client or team problems or concerns; provide feedback to leadership
regarding recurring problems and recommend improvements; establish
and maintain a Problem Summary log regarding client concerns and
complaints; continuously improve the level of overall service that
company is providing.
Leads Controlled Introduction Projects for the client to do pressure
tests, determine workflow efficiencies and identify weak points and
challenges. Make recommendations for improvement and assists in
implementation and deployment and manage it to ensure quality and
project stability before offering it to the client’s customers.
Education History
Philippine Christian University
Bachelor of Arts Major in Political Science
Manila, Philippines
DATA ESCALATIONS MANAGER
Colegio De San Francisco Javier
Alorica | April 2014 - March 2016
Secondary Education
Zamboanga Del Norte, Philippines
Assist Data Services Managers/Project Managers on the lifecycle
of their projects thru direct communication/escalation to provisioning
coaches and managers (SOA, Assembler/Design, Tech), AVM (Access
Vendor Management)/Tier 2 and CIET (Critical Issues and Escalations
Team to get milestones completed. Ensuring that the projects are on
track and are completed with the expected timeline.
Validates and process expedite (Regular & VP Levels) requests for the
entire Project Team to ensure validity and paperwork is properly
complied with. Validates critical need and formulate resolution based
on the issues the project is currently having.
Works with client counterparts and SMEs in developing methods,
processes and tools for automations, higher efficiency and volume of
work and assists on its implementation and deployment. Sees through
its maintenance and quality and stability.
Work on orders in front log and WIP that needs special attention in an
effort to keep them from being part of the backlog list. Direct
coordination with owners and their supervisors on plan of actions
aiding backlog prevention. Deals with daily backlog escalation on
different levels (Regular, Director and VP levels) to keep projects on
track.
Rizal Central School
Elementary Education
Zamboanga Del Norte, Philippines
Joey Core
OPERATIONS TEAM MANAGER
Ensures accomplishment of the daily backlog updates to be discussed
by leadership during client calls. This includes customer related and
special construction jeopardies that needs to be worked on and
escalated and works on a report to be sent to client and leadership
team for filing.
DATA SERVICES MANAGER/PROJECT MANAGER
Alorica | October 2010 - March 2014
Responsible for ensuring quality performance, in-depth product
knowledge to exceed the client’s goals and objectives. Answering
procedure and product related questions in a timely and accurate
manner, to accurately maintain efficiency.
Defining project scope, goals and deliverable that support business
goals in collaboration with senior management and stakeholders. Work
with business units to define and document project scope,
requirements, timelines, expectations and effectively communicate
project expectations to team members and stakeholders in a timely and
clear fashion. Liaise with project stakeholders on an ongoing basis.
Creating and managing project plans including scrum meetings
according to Agile Development methodologies when applicable.
Coming up cost/benefit analysis in support of Business Unit projects,
while providing methods for management to assess the financial impact
of a decision to the bottom line and identify project priority conflicts
and report any issues affecting overall project delivery.
Defining project success criteria and disseminate them to involved
parties throughout project life cycle and plan, track and schedule
project timelines and milestones using appropriate tools. Developing
and delivering progress reports, proposals, requirements
documentation, and presentations and determine the frequency and
content and deliver status reports from the project team, analyze
results, and troubleshoot problem areas while proactively manage
changes in project scope, identify potential crisis, and devise
contingency plans.
Communicating project status to stake holders and executives and
work as a key interface point for business stakeholders, project
submitter, and the development team to identify, discuss, and resolve
any issues related to functional system delivery. Reporting potential
conflicts with other units to management for evaluation and identify
and manage project dependencies and critical path.
Responsible for proactively coordinating and managing complex data
order lifecycle and project support for clients. Receives data order of
customers and validates the accuracy of information provided and
interprets data provided by the clients into information needed in
order entry and project management while gathering data and research
to resolve project and order issues that hinders the request from being
placed and the project from being successful.
Contact Details
22 Unit B E. De La Paz St., San Roque,
Marikina 1801-www.linkedin.com/joeyscore1845
Mobile No.: +63 -
Joey Core
OPERATIONS TEAM MANAGER
SENIOR TIER 1/SUBJECT MATTER EXPERT
Teleperformance| February 2010 - September 2010
Assisting the Company of following up on escalation reports
for their customers worldwide.
Researching for problem – driven solutions that will attend the
customer’s concern in a timely manner with regards to their software
and other Company services online.
Assisting Tier 1 agents about their inquiry and providing them solutions
for their customer’s concern.
Responsible for client meetings for Policy Development to adjust with
the growing need for the customers.
Character Reference
Anthony Chris Galang
Manager, Professional Services
NICE inContact
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Lee Jame Alday
HR Services Team Manager
Merck Group
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CUSTOMER SERVICE REPRESENTATIVE
Teleperformance| September 2009- January 2010
Providing service to the customers of a Multi – National Software
Company.
Assisting them on placing their orders, tracking delivery, managing
their accounts and records, processing their refunds and helping them
activate their software.
Also attend to the customer’s inquiry about promotions, seminars and
events that the Company offers.
Guiding them to the correct processes that needs to be done in order
facilitate their accounts online over the phone and through the
company’s website.
Alexis Tillada
Operations Team Manager
Alorica
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