Ronan Miranda

Ronan M. Miranda, MBA 103C Gorordo Ave., Lahug, CebuCity- /-- Technical Summary Technical SkillsOperating Systems: MS-DOS, Windows 2000, XP, NT Application Softwares: Microsoft Office (Excel, Word, PowerPoint, FrontPage, OneNote) CRM Softwares: Worldspan, Sabre, Citrix Online, GuestConnect Six Sigma BlackbeltAegis-PeopleSupport Trained Six Sigma GreenbeltAegis-PeopleSupport Certified Lean Six SigmaWhitehall Consulting YellowbeltCertified COACH CertificationePerformax COACH Certification ePerformax Contact Centers and BPO Certified TIER CertificationePerformax TIER Certification ePerformax Contact Centers and BPO Certified Trainer CertificationTrainer Certification Program PeopleSupport Philippines, Inc. Level 1 Certified PeopleSupport MCP Management Certification Program PeopleSupport Philippines, Inc. PeopleSupport SCP Supervisor Certification Program PeopleSupport Philippines, Inc. CIAC CertificationCIAC/ICMI, Management Consultant CIAC CertificationPeople Management CIAC, Management Consultant CIAC CertificationLeadership and Business Management CIAC, Management Consultant CIAC CertificationOperations Management CIAC, Management Consultant CIAC CertificationCustomer Relationship Management CIAC, Management Consultant COPCHigh Performance Management Techniques With Honors OD ConsultantJireh Human Development Academy, Inc. School Board / Consultant DavaoDel Sur, Davao Part-time InstructorInformatics, SM –Cebu (English) CebuCity Training ConsultantPotentials Training CebuCity Work Experience TAKE BOLD STEPS CONSULTANCY (May 2017 – present) General Manager/ Director of Operations Increases management's effectiveness by recruiting, selecting, orienting, training, coaching, counseling, and disciplining managers; communicating values, strategies, and objectives; assigning accountabilities; planning, monitoring, and appraising job results; developing incentives; developing a climate for offering information and opinions; providing educational opportunities. Develops strategic plan by studying technological and financial opportunities; presenting assumptions; recommending objectives. Accomplishes subsidiary objectives by establishing plans, budgets, and results measurements; allocating resources; reviewing progress; making mid-course corrections. Help obtain business ventures or clients and ensures that output are at par with the client and organizational expectations TechHub Corp Center (June 5, 2017 – October 2, 2017) Director, Operations (Operations Excellence) | (Project-based) Responsible for the holistic delivery of services as required by the clients, by managing the end-to-end performance of the sites (Cebu and Davao) Responsible for Building capable teams to meet business goals and objectives Directly managing Operations, Training, Quality, and Organizational Development Responsible Building Operational Processes that will help the Organization achieve its business goals and objectives Responsible for implementing incentives for Sales and Support Staff Implement new Sales and Marketing campaigns Author Solutions (June 2, 2014 – May 20, 2017) Director- Training, Quality, and Organizational Development Responsible for the holistic delivery of training and development, account or group; effectively manage training teams or functions for quality and performance in the implementation of projects, systems and procedures within the department; act as coach and mentor to training team Responsible for Managing the Quality Team – productivity, quality, and development. Responsible for building and managing Organizational Development of ASPI ePerformax Contact Centers and BPO (March 19, 2011 –June 6, 2014) Performance Maximization Manager (Account/Operations/Program Management) Set Performance Targets (SEGs) and ensure coordination between Coaches and Operations Team to hit targets. Set Incentive Plans/Bonuses for all Program-based employees Consulting and implementation with on business analytics, financial analysis (PnL), performance assessment, gap analysis, training development, etc. Mentoring and consulting for program management Ensure over-all program health in all metrics (financial and human metrics) Works with clients in terms of the contracts (SOW), negotiates processes and policies (that impacts center performance and customer satisfaction), serves as the mind of the organization to ensure profitability and sustainability of the program Participates in SOW-creation and new client discovery meetings (RFP) Responsible for the holistic delivery of training and development per client, account or group; effectively manage training teams or functions for quality and performance in the implementation of projects, systems and procedures within the department; act as coach and mentor to training team Responsible for Managing the Quality Team – productivity, quality, and development. Develop and implement company’s customer-centric Quality model, including creation of SOPs, training/retraining, incentive plan modifications, standardized reporting, etc. Full engagement directing Operations and Coaches to meet client expectations AEGIS - PEOPLE SUPPORT (June 2, 2008 –March 16, 2011) Sr. Manager-Training, Quality, and Process Excellence Responsible for the holistic delivery of training and development per client, account or group; effectively manage training teams or functions for quality and performance in the implementation of projects, systems and procedures within the department; act as coach and mentor to training team Responsible for Managing the Quality Team – productivity, quality, and development. A Strategic Partner to Operations in keeping Quality as a non-negotiable KPI and closing performance gaps through Training intervention. Participates in SOW creation and new client discovery meetings (RFP) PEOPLE SUPPORT (September 16, 2007-June 1, 2008) - Manager, Training Responsible for the holistic delivery of training and development per client, account or group; effectively manage training teams or functions for quality and performance in the implementation of projects, systems and procedures within the department; act as coach and mentor to training team The Lead Trainer follows existing procedures to which he/she can make some changes to solve problems. The Lead Trainer typically has to deal with issues or problems that are divergent in nature. Resolutions may be accomplished through assessment and analysis of various alternatives based on areas of learned things. PEOPLE SUPPORT (September 16, 2006- September 15, 2007) - Assistant Manager / Sr. Lead, Training Leads Trainers and Associate Trainers on a project basis and serve as OIC Conduct well-planned classes using methods and techniques that ensure the preparedness of the participants for the live environment Conducts Training Needs Analysis and Develop courses Coordinate with Managers and Supervisors for Account Development PEOPLE SUPPORT (September 12, 2004- September 16, 2006) - Lead, Training / Trainer Train eReps and Support Staff Conduct well-planned classes using methods and techniques that ensure the preparedness of the participants for the live environment Conduct Needs Analysis and develop modules for the team PEOPLE SUPPORT (December 17, 2003 – September 11, 2004) -Customer Care Desk Agent (Makati) Serve as the subject matter expert on client information for the team Take escalated calls (i.e., irate customer) requiring assistance (only after eRep has attempted to control the call and has qualified the caller) Work closely with the Team Supervisors and the Training Department to identify "repeat offenders" or those that need additional training/coaching PEOPLE SUPPORT (January 6 2003 – December 16,2003) -Travel eRep (Makati) Provide comprehensive and quality customer care at all times. Provide appropriate and accurate responses to customer queries. Apply technical knowledge and procedures when servicing customer queries. Responsible for meeting outlined production goals and targets. Communicate effectively and efficiently with internal and external customers. Perform other duties, functions and tasks that are incidental or inherent to my duties, or those which may be required, requested or entrusted to me by my superiors. Emi Attended Seminars/Training Conducted I. Client-Specifics Training a. Travel Specialist Courses (Program-specific) b. Vertical Basics Training (Travel) c. Quick Hit Trainings d. Worldspan/GDS Trainings for Agents and Supervisors e. Vertical Basics Training (Healthcare) f. Sales Training (TV/Entertainment) II. Trainer Certification Program a. TCP Orientation b. Adult Learning c. Facilitation d. Presentation e. Classroom Management f. Training Needs Analysis g. Training Evaluation h. Instructional Design i. Instructional Competencies j. Instructional Methodologies k. Lesson Planning l. E-course (Moodle) m. Powerpoint n. LMS – Trainers’ Playbook III. Supervisor Certification Program a. Managing KPIs b. Leadership Effectiveness c. Effectively Interacting with the Clients d. Writing Performance Appraisals e. Coaching 101 f. Coaching 102 g. Time Management h. Team Effectiveness i. Compliance Management j. Professionalism k. Conducting Effective Team Meetings l. Behavioral Interviewing m. Problem Solving and Decision-making n. Managing Difficult People o. Employee Retention p. Motivation 201 IV. Management Certification Program a. Financial Management b. Managing SLAs c. The Four Disciplines of Execution d. Rapid Decision Making V. Others a. Mentor Pool Development Training b. Peer Training Program c. Sales Training d. Communications Training e. Soft Skills Training f. First Call Resolution Trainings g. Foundations Training Certification VI. Created Author Solutions’ Leadership Certification Levels 1 & 2 VII. Created Author Solutions’ Training and Quality Certification Levels 1 & 2 VIII. Created Author Solutions’ Process Improvement Certification Seminars/Training/Webinars Attended August 2016Succession Planning and the Development of Your High Potentials By: HRCI SHR August 2016Driving It Home - Real Change is not an Event, it's a Process By: HRCI SHR July 2016Make Change Work®: Leadership Strategies to Build Support and Overcome Resistance By: HRCI SHRM September 2015Lean Six Sigma Yellowbelt Certification By: WhiteHall Consulting AIM Conference Center, Makati City June 2015Developing Executive Leadership By Influence By: Target Organizational Performance Solutions, Inc Cebu City October 2014Best Practices in Performance and Quality Management By: Jonty Pearce Call Center Helper Webinar September 20145 Ways to Boost Productivity By: Jonty Pearce and Nigell Dunn Call Center Helper Webinar April 2014The WFO Puzzle: Putting the Pieces Together By: KristynEmenecker, VP – WFO Solutions Group / inContact ICMI Webinar April 2014Stop Committing Customer Service Suicide By: Kara Egan, Sr. Manager 8 x 8, Inc. and ZenDesk Webinar April 2014The Call Center Survival Guide By: Darlene Geller-Stoff, President Direct Communication Specialist by USAN April 2014Banking’s Most Important Currency: Customer Trust By: Don Peppers, Weston McDonald, and Elizabeth Glagowski Customer Strategist Webinar by TeleTech January 2014Five Tenets of Change Management By: Tim Creasy Change Management Learning Center by Prosci (Webinar) January 2014Contact Centre Predictions for 2014 By: Martin Hill Wilson New Voice Media (Webinar) United Kingdom September 2012The Core Quality Model By: Ethel Uy Eperformax Contact Centers and BPO JY Square Mall, Cebu City, Philippines September 2012Effective Calibration By: Ethel Uy Eperformax Contact Centers and BPO JY Square Mall, Cebu City, Philippines September 2012Instructional Systems Design By: Russel Alejandro Eperformax Contact Centers and BPO JY Square Mall, Cebu City, Philippines September 2012Code of Conduct Challenge and Certification By: Ethel Uy Eperformax Contact Centers and BPO JY Square Mall, Cebu City, Philippines August 2012 Creating a Win-Win Client Partnerships By: Dennis Lindley Eperformax Contact Centers and BPO JY Square Mall, Cebu City, Philippines April 2011 Attendance and Schedule Adherence Policy By: HR – OPS Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 Performance Management Policy By: HR – OPS Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 COACH PEFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 Operations Basics PEFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 Leadership Basics PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 TIER PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 Motivating Employees PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 VOC/ ACES PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 Mastering and Facilitation PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 Engaging Employees PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines April 2011 PMAX Basics PERFORM Conference Eperformax Contact Centers and BPO BPI Buendia Center, Makati City, Philippines March 2011 Target Financial and Retail Services: Discovery TARGET FRS Minneapolis, Minnesota USA March 2011 LMS – Trainer’s Playbook Aegis People Support I.T. Park Lahug, Cebu City Philippines *Created the material November 2010High Performance Management Techniques COPC Quality and Process Excellence May 2010COPC Overview Sponsored by Aegis-PeopleSupport Quality and Process Excellence April 2010Six Sigma Greenbelt Sponsored by Aegis-PeopleSupport Quality and Process Excellence October 2009 Foundations Training Certification Sponsored by Aegis-PeopleSupport Quality and Process Excellence August 2009 Introduction to Six Sigma Sponsored by Aegis-PeopleSupport Quality and Process Excellence July 2009 Rapid Decision Making Development Dimensions International (DDI) Sponsored by Aegis-PeopleSupport July 2009The Four Disciplines of Execution Franklin Covey Sponsored by Aegis-PeopleSupport March 2009 How to Make Performance Management a Strategic Contributor By Robert Sandy, Citrix Learning and Performance Solutions December 2008 One Size Does Not Fit All – Using Science to Set Service Levels By Michael Cholak, VP Global Consulting Services, Convergys Stephen Loynd, Program Manager for Contact Center Services Research for IDC &Steven Weston, Director of Global Consulting, Convergys Corporation December 2008 How Citrix Optimizes the Power of Learning Management with Social Networking By Marla Noble, Director, Citrix Learning and Performance Solutions &John Carmean, Marketing Manager, SumTotal Systems Rich Berger, Director Citrix HRIS, Citrix December 2008 Performance Management: Assess, Develop, Advance! By Dan Boccabella, Senior Director, Product Management & John Carmean, Marketing Manager, SumTotal Systems November 2008 Communications Coaching Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines May 2008 Essentials of Leadership (DDI) Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines May 2008 Corporate Social Responsibility Philippine Association of Graduate Schools Region 7 University of Southern Philippines May 2008 Entrepreneurship GraduateSchool Southwestern University April 2008 Gender Sensitivity in the Workplace GraduateSchool Southwestern University March 2008 Anti-Money Laundering GraduateSchool Southwestern University March 2008 Human Resource and Employee Motivation GraduateSchool Southwestern University February 2008 Redefining Leadership and Core Values Anthony Pangilinan Southwestern University November 2007 Managing Difficult People (SCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines November 2007 Leading Change (MCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines November 2007 Influential Leadership (MCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines November 2007 Project Management for Beginners Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines October 2007 Problem Solving and Decision-Making (SCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines October 2007 Retention-Focused Manager (SCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines October 2007 Financial Management for Call Centers (MCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines July 2007 Managing Key Performance Indicators (KPI) I (SCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines July 2007 Leadership Effectiveness (SCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines Writing Performance Appraisals (SCP) Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines Effective Client Interaction (SCP) Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines May 2007Coaching Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines November 2006Coaching and Feedback Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines September 2006Enhanced Supervisory Training Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines February 2006Tele-Stress Management Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines January 2006Trainer Certification Program –Powerpoint Presentation Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines October 2005Trainer Certification Program -Facilitation Skills Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines Professional Development – Call Master Series Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu CityPhilippines September 2005Non-Ops Initial Supervisor Training Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines Trainer Certification Program - Instructional Design and Development Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines Trainer Certification Program – Instructional Methodology Sponsored by PeopleSupportUniversity Apas, Lahug, Cebu City Philippines August 2005Needs Analysis Training and Adult Learning Principles Sponsored by PeopleSupport University Apas, Lahug, Cebu City Philippines Retention Course (Dealing with Attrition) Sponsored by PeopleSupport University (Professional Dev.Team) June 2005Competency Description Sponsored by PeopleSupport University (Professional Dev.Team) February 2005Trainer Certification Program Sponsored by PeopleSupportUniversity (Corporate Dev. Team) Adult Learning Principles Lesson Planning Classroom Management Instructional Competencies December 2004Ediscovery and Managing Email Sponsored by PeopleSupport (Professional Development Team) November 2003 Business Presentation Training Sponsored by PeopleSupport University (Professional Dev.Team) October 2003MS Outlook Sponsored by PeopleSupport University (Professional Dev.Team) September 2003IT Basics Sponsored by PeopleSupport University (Professional Dev.Team) Education 2007 – 2009Southwestern University - Cebu Masters in Business Administration 2006 - 2007 University of San Jose-Recoletos - Cebu BS Commerce Major in Management 1996 - 2000 University of the Philippines - Baguio Bachelor of Arts in Social Sciences (Economics – Political Science) 1992 - 1996 Olongapo City Science High School References Available upon Request