RAFFY PALERO
Operations Management
Project Launching | QA | IT | Operations
Liloan, Cebu
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SUMMARY
Resourceful Manager skilled in streamlining operations and maintaining schedules to ensure
topmost customer satisfaction and business revenue. Expertise in coordinating diverse teams and
resources to accomplish objectives. Highly organized and detail-oriented with proactive and hardworking nature.
HIGHLIGHTS
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Works with integrity at all times
Dedicated, loyal and dependable
Process creation and improvement
Resource Planning
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Skilled Negotiator
Confident Decision Maker
Collaborative Leader
Proficient communicator
PROFESSIONAL EXPERIENCE
Chief of Operations
Outbounders.com
January 2018 to current
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Design and implement business strategies, plans and procedures
Establish policies that promote company culture and vision
Oversee daily operations of the company and the work of executives (IT, Marketing, Sales,
Finance etc.)
Write and submit reports to the CEO in all matters of importance
Plan and monitor the day-to-day running of business to ensure smooth progress
Evaluate regularly the efficiency of business procedures according to organizational
objectives and apply improvements
Oversee customer support processes and organize them to enhance customer satisfaction
Manage relationships/agreements with external partners/vendors
Manage service employees and train them in the latest leadership and technical skills so
they can better serve our clients
Operations Manager
Outbounders.com
April 2015 to December 2017
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Maintains office services by organizing office operations and procedures; preparing
payroll; controlling correspondence; designing filing systems; reviewing and approving
supply requisitions; assigning and monitoring clerical functions.
Designs and implements office policies by establishing standards and procedures;
measuring results against standards; making necessary adjustments.
Completes operational requirements by scheduling and assigning employees; following up
on work results.
Keeps management informed by reviewing and analyzing special reports; summarizing
information; identifying trends.
Maintains office staff job results by coaching, counseling, and disciplining employees;
planning, monitoring, and appraising job results.
Team Leader
Outbounders.com
August 2014 to April 2015
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Look after a team of staff, ensuring they provide good customer service, turn up on time
and are generally doing their job properly.
Primary point of contact for both staff and client
Delegating tasks, Monitoring the team's performance and Assisting the team by performing
the tasks with them
Helping with training and development, Completing EOD report for number of call
transferred to UK. -Handling complaints (from both staff and customers)
Manage Agent's Time logs for payroll purposes
Team Leader
Live2SeII, Inc.
October 2009 to August 2014
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Motivating and inspiring the team to surpass their potential.
Improving the team and facilitating the communication among the
members of team.
Exceeding and meeting departmental objectives, including conversion
targets, and lead generation.
Looking constantly for development as well as continuous improvement for the
entire team.
Handling escalated calls, complaints, questions, and queries as necessary.
Documenting general reports on each team member's performance and
targets as well as ensuring that they exceed the targets.
Telesales Executive
Live2SeII, Inc.
September 2009 to October 2009
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Education Campaign - we matched prospective students to schools and programs that
interest them.
Marketing Executive
Voiceville Communications Inc.
April 2008 to August 2009
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Builds market position by locating, developing, defining, negotiating, and closing business
relationships.
Enhances organization reputation by accepting ownership for accomplishing new and
different requests; exploring opportunities to add value to job accomplishments.
EDUCATION
BS Hotel and Restaurant Management
Royal Christian College
TOOLS
MS Office (Word, Excel, Powerpoint, Publisher)
Dropbox
G-Suite features (GDocs, Spreadsheet, Slides, Forms)
Timedoctor
Basecamp, Skype, Teamviewer
ViciDial, GoogleVoice/Hangouts
AWARDS AND ACKNOWLEDGEMENTS
Best Team for Quality Performance
2012
Most Performing Team for 3 Months
August-October 2012
Live2sell's Perfect Attendance Awardee for 2 consecutive years-
Most Promising Team Leader
2014
