Jon Paolo Fortich

JON PAOLO FORTICH Cagayan De Oro, Philippines ⦁-PH: - ⦁ US:- https://ph.linkedin.com/in/paolofortich SENIOR LEVEL OPERATIONS MANAGEMENT Passionate Operations Manager offering over ten years of continuous experience exceeding KPI’s and bringing increased value to organizations. AREAS OF STRENGTH AND EXPERTISE ⦁ ⦁ ⦁ US Visa Holder Operations Management Recruitment ⦁ ⦁ ⦁ Vendor Management Customer Retention Lean Methodology ⦁ ⦁ ⦁ COPC-HPMT Certification SQL Knowledge Client Management PROFESSIONAL EXPERIENCE Thumbtack.com, Cagayan de Oro/Manila, Philippines October 2014 to October 2016 Operations Manager/Vendor Manager • Senior-level manager charged with leading company’s largest remote work team responsible for creating copywriting content for Thumbtack’s SEO growth strategy. • Lead all aspects of business process for recruitment, people and process management, and learning and development. • Utilized business analysis and forecasting to make company decisions on hiring needs. • Hired, on-boarded, and managed 500 agents and support staff resulting in achievement of 100% of our copywriting goal. • As the ultimate voice in quality, consistently achieved a 98% quality score by establishing a closed-loop process between QA, Operations, and Training, enabling the ability to proactively and reactively resolve defects. • Created initiatives to improve copywriter production by conducting online contests to improve engagement and employee satisfaction resulting in increased QA. • Effectively managed a vendor, consistently achieving their KPI’s and a 95% calibration score for quality between the internal and vendor teams. • Successfully saved company 20% leadership overhead cost by implementing a crowd-sourced operations model composed of qualified and empowered contractors. • Achieved an internal Net Promoter Score of 91% by implementing a Community Management team responsible for establishing a “happy” remote workforce resulting in a productivity increase of 30% and a turnover rate of less than 2%. • Implemented a business continuity process allowing the business unit to run efficiently in the event of process changes and employee attrition. • Certified COPC-HPMT Professional in Salt Lake City, UT which proved instrumental in achieving all department KPI’s. Ideaspace Foundation, Cagayan de Oro/Manila, Philippines May 2016 to July 2016 Startup Incubatee • Served as Incubatee for a startup incubation program designed to help startup founder’s ideas become a reality. • Fulfilled training and hands-on work experience on startup methodology. • Validated assumptions of startup ideas by completing market research and analysis. • Created a prototype to incorporate lean startup methodology principles. JON PAOLO FORTICH Resume, Page 2 Concentrix, Cagayan de Oro, Philippines May 2005 to October 2014 Formerly Link2Support Operations Manager (2009 to 2014) • Served as business process leader in a client success manager role for a world-class customer support contact center utilizing voice, chat, email, and social media. • Ensured customer and client satisfaction, managed profitable P&L, and established new business. • Improved client brand and sales by leading a social media support team for a wireless home networking company, improving overall CSAT to 90%. • Concurrently managed five client campaigns, all surpassing KPI’s • Established an effective process for social media listings and posts on Twitter, Facebook, and blogs to monitor “voice of the customer” resulting in 90% customer satisfaction. • Coached, mentored, and nurtured employees to become SME’s, supervisors, and managers. • Maintained lasting relationships for the company by managing their voice, chat, and email support for North America, EMEA, APAC, and ANZ. • Integral figure in landing multiple lines of business including pay-for-support, presales, and higher-tier technical support. • Improved efficiency and conversion rates by creating a process for user research and company profiling. • Maintained consistent customer retention by demonstrating value in partnerships. • Accelerated a network management software client’s growth in the APAC region by implementing a lead generation project. • Managed P&L and brought in revenue and net income for managed accounts, resulting in consistent 20% net income. • Conducted weekly, monthly, and quarterly business reviews showcasing wins and presenting opportunities for improvement. Team Captain (2006 to 2009) • Lead a team of 15 technical support representatives supporting a wide range of world-class products. • Provided first-class customer service resulting in customer satisfaction. Product Support Specialist (2006) • Received tier 1 technical support calls, ensuring customers receive first-class support and resolutions. • Forward known product issues to supervisor. • Stayed abreast of latest changes and features of supported items. HONORS AND AWARDS • • President’s Club 2014, Concentrix – Given to employees performing consistently at a high level. Most Outstanding Employee 2010, Concentrix – The most coveted company award, demonstrating consistent excellent performance. EDUCATION Bachelor of Science – Electronics and Communications Engineering XAVIER UNIVERSITY | Philippines Intro to Digital Marketing Intro to Product Management Intro to Content Management GENERAL ASSEMBLY | San Francisco, CA