Raphael Victorino

Raphael B. Victorino ��-| �� - �� 459 N. Cruz St., Palatiw, Pasig City Professional Summary Seasoned and results-driven Operations Leader with over 20 years of experience in service delivery, technical support, and team leadership. Demonstrated expertise in managing cross-functional teams, optimizing processes, and improving KPIs across IT, customer service, and maintenance operations. Recognized for strong problem-solving skills, a collaborative approach, and a commitment to continuous improvement. Core Competencies ● Operations Management ● Service Delivery & ITIL Processes ● Technical & Remote Team Leadership ● Process Improvement & Quality Assurance ● KPI & SLA Management ● Executive Support & Administration ● Vendor & Client Management ● Training & Staff Development Professional Experience Operations Manager / Executive Assistant to the Managing Director EJF Maintenance Services LLC | May 2020 – May 2025 ● Supervised and led a cross-functional team of 15+ personnel, including Maintenance Coordinators, Technicians, and Plumbers, ensuring that all maintenance-related KPIs and SLAs were consistently met or exceeded. This included managing daily operations, prioritizing job orders, and driving team performance through regular coaching, feedback, and performance assessments. ● Spearheaded the preparation of accurate and detailed cost estimates for various maintenance repairs and capital projects, ensuring all scopes of work aligned with budgetary constraints and client expectations. ● Conducted thorough reviews of inspection reports to identify deficiencies and code violations, developed corresponding repair scopes, and monitored progress to ensure timely and high-quality project completion. ● Oversaw technician dispatch scheduling, ensuring efficient resource allocation based on job urgency and technician availability. Simultaneously coordinated with third-party vendors and subcontractors for specialized repairs while maintaining compliance with company and client standards. ● Played a key role in administrative and operational processes including vendor management, documentation of compliance protocols, and internal reporting. ● Facilitated weekly, monthly, and quarterly business reviews with company leadership to present operational performance data, flag ongoing issues, and recommend actionable improvements to workflow and service delivery strategies. ● Handled critical backend support such as technician timekeeping and payroll validation, invoice creation, and basic accounting reconciliation to support financial operations and ensure accurate billing cycles. ● Acted in hybrid roles such as Operations Supervisor, Facilities Coordinator, Project Manager, and Service Delivery Lead, effectively bridging technical fieldwork with administrative execution and client communication. Operations Manager (Remote Consultant) Konsyg Pte Ltd. | Jan 2019 – May 2020 ● Led outreach campaigns including lead generation, appointment setting, and QA auditing. ● Managed remote teams, resolved client issues, and generated strategic reports. Service Delivery Head San Miguel IT Services | Nov 2018 – Jan 2019 ● Supervised 40+ IT support staff including desktop support and asset management. ● Oversaw incident management, compliance, vendor coordination, and reporting. ● Led service reviews and improvement plans aligned with business growth. Service Desk Team Manager Wipro Ltd. | Sep 2013 – Oct 2018 ● Managed a Global Service Desk (90 FTEs) ensuring SLA/KPI targets were met. ● Handled major incident escalations, resource planning, and client interactions. ● Developed knowledge base, training, and succession plans. Operations Manager Infosys BPO Ltd. | Aug 2007 – Sep 2013 ● Led a customer service team of 55 FTEs and conducted performance reviews. ● Initiated Lean Six Sigma projects and managed escalations and compliance. ● Conducted training, audits, and stakeholder business reviews. Team Leader – Network Support Teleperformance Philippines | Apr 2003 – Jul 2007 ● Supervised Tier 3 support analysts, handled escalations, and delivered refresher training. ● Managed team performance, payroll, and participated in hiring and onboarding. Education Bachelor of Science in Computer Science STI College | Graduated May 2005 Technical Skills Microsoft Office Suite | Google Workspace | ServiceNow | Salesforce | CRM Tools | ITSM Tools | Remote Desktop Support Tools