Raymond Manuel

Raymond M. Manuel Project & Operations Management Tarlac City, Tarlac Philippines 2300 - - OVERVIEW An innovative BPO professional with over 10 years of experience partaking in launching campaigns with responsibilities that include planning, hiring and operations management. I was also able to maneuver my line of work to construction, manufacturing and ecommerce industries. My topmost strengths are people skills and data analysis based management in which enable me to deliver results. PROFESSIONAL HIGHLIGHTS • Successfully launched a campaign for an ecommerce client’s new line of business. • Implemented client’s monthly incentive programs for agents and support members that increased operations performance by 40%. • Recruited, hired and on-boarded 70% of personnel from rank and file to department heads of different nationalities. • Proven ability to launch seasonal campaigns of up to 500 full time and ramp employees. • Exceeded sales revenue goal by 150% during campaign launch. SKILLS PERSONALITY ESFJ-A (Extraverted Observant Feeling Judging Assertive) Strategy: People Mastery Result: https://www.16personalities.com/profiles/00c8f0ddee902 WORK EXPERIENCE Business Process Outsourcing 2018 2016 2016 2013 2010 Construction Manufacturing Ecommerce Brand Operations Manager CG Trade - Work From Home • Created process documents for marketing, design, social media, and operations. • Hired personnel for operations, marketing, social media and design teams. • Designed and implemented project playbook for task status, resource management, risk assessment and financials using Google apps. Coach Sitel - Tarlac & Baguio, Philippines • Managed a team of customer service associates supporting client’s voice and non-voice queues through coaching, performance management and real time support. • Assigned to create employee engagement and performance incentive programs based on local and client’s monthly budget. • Designed innovative KPI trackers in collaboration with other supervisors to identify actual and specific target behaviors to improve performance of individual agents and their teams. Administrative Manager Zarya – Sulaymaniyah, Iraq • Overall management of administrative and human resource departments. • Created work and process flows of material and machine procurement; supply chain management of daily office and kitchen supplies. Ensured that all expenses were within allocated budget. • Managed the overall progress of the project from product design changes, material and equipment procurement to sourcing and hiring of personnel. • Recruited and hired personnel from rank and file to department heads. Document Controller Daelim Industrial Co., Ltd – Yanbu City, Saudi Arabia • Managed test packages from each discipline for review and submission of the system turnover project engineer to the client. • Provided vendor support for seamless coordination of their hotel accommodation, meals and daily transportation. • Completed filing of client approved test packages for submission. Operations Manager Aegis People Support – Makati, Philippines • Hands on management of the day-to-day performance of operations team. Provided direct leadership, guidance and support to supervisors based on data analysis. • Closely worked with operations support teams to ensure set goals are met. • Had a close collaboration with workforce management on staffing plan to ensure adherence to schedule and proper coverage of all micro teams. • Served as a client contact for daily operations issues and updates, also for billing and financial concerns of the director. WORK EXPERIENCE Sales Manager Ingram Micro – Taguig, Philippines • Launched the order entry team in the country for their newly acquired company. • Implemented sales strategies to increase revenue from their dormant customers list. • Created hygiene metrics to ensure sales processes were followed accordingly. 2009 2007 2005 2001 Operations Supervisor Sutherland Global Services - Makati, Philippines • Managed a team of customer service associates supporting an ecommerce client. • Monitored performance, productivity and quality of direct reports. • Worked with operations manager in implementing employee engagement and retention programs. Process Trainer IBM Daksh – Makati, Philippines • Facilitated process training of new hire employees. • Ensured training modules were up to date with the latest product and processes. • Aligned with quality team through call calibrations and quality orientation of NH. Customer Service Representative C3 – Pasig, Philippines • Managed incoming calls of customer inquiries about billing and technical concerns. • Handled customer’s complaints, provided best solutions and alternatives within the time limits and follow through to ensure resolution. • Went extra mile to engage with customers. CERTIFICATIONS Six Sigma White Belt Training May 2017 COPC High Performance Management Techniques January 2011 IM Manager Training June 2010 IBM US Process Trainer Certification May 2005 EDUCATION BSBA Major In Financial Management Tarlac State University