JONATHAN REPEDRO
Highlights
16 years experience in People and Operations Management
Specializes in Process Improvement, Project Management, Customer Service,
Outbound Sales, Reporting, Coaching/Mentoring and Performance Management
Career Summary
January 2022 – August 2024
Team Manager – Clipboard Health
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Managed and coached 10 agents from the Philippines and Africa
Influence promotion of 2 agents to Level 2 Support and 1 agent to
Technical Operations
Assigned with Workforce Management to assist on staffing projections
and daily staffing needs of operations
Since I joined a startup, I was able to suggest and implement several
minor and major changes in the policies and the app
February 2019 – January 2022
Operations Manager – TexasHomeAdvisors
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Manages Vendors, Payables, Contracts, Listings, Leads, Facebook
Activity
Project management of house rehab, managing contractors, materials,
utilities and equipment
Transaction management of properties in acquisition and disposition
November 2018 – January 2019
Customer Service Lead – GoVyrl
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Manages chat support via Intercom
Document support articles to assist customers
Growth Hacking: Manage responses for our Email Outreach Campaigns
thru Lemlist
August 2018 – November 2018
Campaign/Reports Manager – Phunware
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98% success rate in ensuring that campaign budgets are met and
delivered on time
Up to $100K in managed mobile ad campaigns
Ran 15 to 20 campaigns at any given time worth $7.5K-$10K per week
In charge of daily reports being sent to clients and campaign setup on
internal systems and coordination
Innovative campaign and reporting manager skilled in setup and
optimization of mobile ad campaigns.
Results-driven in identifying campaign needs through ad optimization and
strategic analytics.
February 2018 – August 2018 (6 months contract)
Quality Assurance Manager – AdviceBrands
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Local office setup in the Philippines
Development of additional lines of business offshore
Developed KPIs, reporting and overall operational structure
Hiring and onboarding of staff
September 2017 – January 2018
Customer Experience Manager – Silver Lining USA
• Oversight of the Customer Experience Team
• In charge of hiring, training certification, quality audit, sales and customer
service strategies
• Handles escalations and financially impacting issues
May 2017 – September 2017 (contract)
Business Development Manager – Dragon
Recruiting London
• Makes appointments with potential clients via email, skype or phone call
• Oversees the hiring of the Philippine Based Team of Appointment Setters
• Leads the group of Business Development Managers
• Developed the Training Modules for Business Development Managers and
Appointment Setters
June 2015 – April 2017
Operations Manager(Sales and Customer Service) HUMIX
• Oversight of day-to-day operations, managing 2 team leaders, 1 trainer and 40
FTE for multiple sales campaigns
• Communication with clients, and campaign owners to ensure smooth transition to
our site
• Communicates with company stakeholders on where the company is at in terms
of people, inventories, operations, etc.
• P & L oversight, Capacity Planning, Training and Recruitment
• Spearheaded free call center training to help call center aspirants improve their
communication skills.
November 2008 – January 2015
Operations Supervisor for Customer Excellence Team –
Teletech(Telstra Campaign)
• Increase success contact rate of Case Managers from 44% to 59% which
translated to improvement in First Call Resolution
• Effectively motivate Case Managers which resulted to an increase in Attendance
from 93% to 98%.
• Effectively coach Escalations Team which resulted to an increase in Occupancy
from 50% to 85%.
• 87% increase in volume due to streamlining of escalation triggers
January 2008 – November 2008
Process Associate/SME
Wachovia Bank(Genpact)
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Support the teammates who newly joined the company with the product training.
Assist the trainer in answering questions that will be raised during training.
Setting expectations for the teammates before OJT
Floor walk during OJT period
Coordinate with TLs and TSLs for the reports or scheduling, if needed.
Should be able accept escalated calls if the need arises.
April 2005 – December 2007
Team Leader
Infonxx Philippines
• Survey call center floor for CSRs in need of assistance; provide call-outs &
handle escalated call transfers.
• Ensure Policy adherence; witness counseling sessions..
• Provide coaching and developing for CSRs in the team, perform Call
Observations.
• Check and correct Time Clock Report; post revised copy on team board for all
team members to see.
• Calculate team productivity on a weekly basis.
TOOLs/CRM Experience
Zendesk
Five9
Lessonly
Leapsome
Slack
Trello
Asana
Podio
Zoho
Intercom
Rippling
Confluence
MS Suite
Google Suite
Amazon Connect
Stripe
JONATHAN REPEDRO
92 San Vicente Road, San Pedro, Laguna,
Philippines
--Skype: jonathanrepedro98
Six Sigma White Belt Certified
Jon believes that one measure of GOOD LEADERSHIP is not how many steps you went
up, but rather how many people you have pushed to reach their full potential. As of
today, his belt holds 2 Managers, 5 Team Leaders, 1 IT Helpdesk, 7 SMEs, 4 QAs, and 2
Trainers across all the companies that he has served…
