Sigfried Rayburn Hernandez Soria

SIGFRIED RAYBURN SORIA Paranaque City, 1711 (E)-(M) - SUMMARY Dynamic and results-oriented Operations Manager with over 20 years of extensive experience in overseeing and optimizing operations in various industries. Proven ability to streamline processes, enhance productivity, and drive organizational growth. Adept at strategic planning, team leadership, and implementing innovative solutions to improve efficiency and reduce costs. Skilled in managing crossfunctional teams, handling complex projects, and fostering a culture of continuous improvement. SKILLS Computer system (Desktop, Mobile and Portable), LAN/WLAN Troubleshooting and Administration, Linux server Troubleshooting and Administration, PBX asterisk Troubleshooting and Administration, IP Telephony Troubleshooting and Administration, JAVA Programming, Web Design and Management, Personal and Interpersonal development and People Management. Coaching and Mentoring, Profit and Loss SOFTWARE AND TOOLS WorkDay, Avaya CMS, Kronos, Zendesk, Siebel, SNOW, Cisco CMS, PowerBI, and Salesforce PROFESSIONAL EXPERIENCE E-Teleconnect, Inc. Feb 2024 – Present Project Manager Business Development  Owns Program and Project management of all Healthcare & Wellness campaigns.  Highly Involved in the planning, mobilization, implementation, and launching of the campaigns.  Directly reports to the CEO/President, and provides High-level Project Plans and Proposals depicting business to Associate and Campaign-Level, KPI Performance Monitoring, Workforce Forecasting, and Data Analysis.  Provides administrative assistance, feedback and support for Operations Manager and Team Leads through coaching, evaluation, and appraisal. Involved in the recruitment/talent acquisition as corroborated with Human Resources.  Coordinates with the company’s executives (i.e. VP for Finance, VP for Operations, Human Resources) and discuss staffing needs, profit and loss (P&L), and revenue forecast through capacity planning sessions and finance calls.  Analyzes business needs to ensure the project meets customer objectives, combining industry best practices, product knowledge, and business acumen.  Influences customer leadership on key decisions. Resolve complex customer issues by recommending and implementing effective solutions.  Estimates3 tasks, efforts, and timelines, ensuring milestones and deadlines are met within budget.  Directs the project team towards achieving the deliverables, identifying and resolving risks and issues in a timely and relevant manner and providing technical insight and support.  Report progress on tasks and projects regularly. Skills: Service-Level Agreements (SLA) · Workforce Management · Team Management · Employee Engagement · Business Process Outsourcing (BPO) · Project Management · Business Process · Process Engineering · Program Management · Business-to-Business (B2B) Carelon (Formerly Legato) Sep 2023 – Jan 2024 Assistant Manager, Operations  Operations point of contact for day-to-day operations, including but not limited to, facilitating issue resolution, and meeting goals and targets.  Conducted performance reviews and participate in performance management initiatives.  Acted as a liaison for both internal and external groups for program initiatives.  Contributed in creating, launching, and driving critical account projects and programs.  Provided inputs to policies and processes impacting the operations.  Managed a team of CCRs in the optimal execution of operations activities ensuring that each team member meets/exceeds their goals and metrics on a daily, weekly, and monthly basis. Focal Points: Process Improvement · Management · Performance Management · Service Delivery · Project Management Med-Metrix (Formerly Armco) Facility Operations Supervisor  Provided daily support/mentoring/training to new hires as well as existing staff. Oct 2022 – Apr 2023           Established, implemented and monitored KPIs set by the clients. Implement policies, deadlines and standards set by the clients. Provided subject matter expertise in handling escalated customer calls as needed. Daily management of all business operational processes to ensure that quality, efficiency, and productivity standards/targets are met. Client’s main contact for day-to-day operation and business engagements and staff assignments. Reviewed and analyzed reports, records, and data to meet and exceed client and company objectives. Documented general reports on each team member’s performance and targets as well as ensuring that they exceeded the targets. Disseminated changes in guidelines and rules; monitor changes in laws, regulations, and policies that impact clinical documentation, reimbursement to assure compliance. Led conference calls/meetings with management and staff to ensure all performance and training recommendations are addressed and improvement suggestions are implemented. Provided feedback to management concerning possible problems or areas of needed improvement. Conducted performance reviews for regularization, annual reviews, for promotion, and whenever needed or required by HR and/or Senior leadership. Conifer Health Services May 2022 – Oct 2022 Operations Supervisor  Provides daily support/mentoring/training to new hires as well as existing PSC staff  Develops a culture of service excellence by ensuring that the staff is consistent in always delivering a positive customer service experience.  Acted as part of the management team to ensure that the group is meeting all operational goals, including but not limited to reviewing current POS collections, denials, daily metrics, compared to targets to drive staff awareness and discussion  Performed full patient financial clearance and/or scheduling as needed to maintain service level to provide exceptional customer service to patients  Responsible for the monitoring of daily activity and completion of performance and metric reports such as financial clearance or scheduling reports; also, can perform special projects and reporting when assigned  Enforced departmental policies, practices, procedures and work rules in accordance with approved department and hospital policies and assists in the development and implementation of new policies according to hospital and corporate guidelines.  Participated in and coordinates daily team huddles to provide reminders, education and information and to sustain a culture of engagement, collaboration, staff appreciation and ongoing communication  Answered inquiries and provides information to client/hospital directors, managers and staff as needed to assist with patient issues and follow-up.  Helped in managing escalated issues as needed Yngen Holdings Group of Companies Sep 2021 – May 2022 Senior Team Manager (Shift Lead)  Delivered performance management.  Performed 1 on 1, team meeting, coaching, mentoring of subordinates (Agents and Junior Team Leaders, Senior, and Junior Trainer).  Leadership and development for Junior Team Leaders.  Ran Team’s Scheduling (WFM).  Created and presented Operational Business Performance Reporting (RTA)  Weekly operations business performance review.  Created, reviewed, and modified operational processes.  Business structure building and development.  Manage profit and loss, and product performance  Incident Management (Project).  Change readiness and planning (Project).  Designed, created, and reviewed operational strategies.  Oversaw Quality and Training and Development Amazon Service Operations Philippines Aug 2019 – Aug 2021 Customer Service Associate  Handled day-to-day volumes of assigned tasks and ensure the given SLA are met per quality standards.  Suggested process improvements and assist internal partners to drive them to completion.   Maintained records of day-to-day work by updating trackers to reflect work done. Supported pilots in establishing and setting up new customer focus programs if there’s a possible default on SLA’s or quality flag the escalation in time to the manager or SME. Easycall Solutions Co- Proprietor/Consultant  Served as an operational and financial consultant.  Delivered financial strategies covering profit and loss.  Provided risk assessment for all existing businesses and future procurement.  Investment Management Aug 2019 - Apr 2020 Easycall Solutions Mar 2015 - Aug 2019 Project Manager / Operations Manager / Client Services Manager  Delivered operational and customer performance goals through business planning, analytics and strategy.  Maximized revenue generation to reach long and short term financial projects.  Organized and prioritized projects in a fast paced and deadline-oriented business  Analyzed business performance variation and implemented coaching strategies to address outlier teams and take away pain points.  Managed the end-to-end components required to deliver customer experience and lead successful group/teams.  Discovered, built and created new processes for the business.  Spearheaded Weekly, Monthly and Quarterly business performance review.  Participated in client quality calibration sessions and established a course of action for self and others to accomplish a specific and long term goal.  Created and implemented Project Plans (Agile)  Catered to development and management of team leaders’ managers.  Managed and reviewed operational reports. Genpact Services LLC Sep 2013 – Mar 2015 Assistant Manager Coached service desk and telecom analysts, improved customer experience, and implemented coaching strategies for performance enhancement. Startek Limited Inc. Aug 2010 – Sep 2013 Operations Supervisor Aug 2010 – Sep 2013 Evaluated and mentored employees; analyzed call statistics; and managed escalations. Conducted performance reviews and enforced departmental policies. Recruitment Supervisor Oct 2012 – Dec 2012 Handled recruitment brand execution, advertisement placement, and recruitment process management. Ascend Asia (Interface techno Phil.) Project/ Operations Manager Created project plans, managed processes, and supported business development. Jun 2010 – Aug 2010 Fonality INC. Phils Project Implementation| PBX Engineer Provided technical support for IP phones and PBX systems, troubleshooting and process implementation. Jan 2010 – Jun 2010 Thomson Reuters Financial Project Executive - Data & Applications Managed customer queries, tracked resolution progress, and handled escalations. Jun 2009- Dec 2009 Transport Services Dec 2008 – Dec 2015 Proprietor Founded and expanded a transport service company, managed fleet operations, and ensured safety and compliance. Sustamina Poultry Farm Owner Managed farm operations, analyzed data, and ensured a safe working environment. Oct 2007 - Nov 2008 Teletech Holdings Team Leader Managed a team providing technical support, handled escalations, and ensured performance metrics. Oct 2006 – Dec 2007 Siemens Inc Team Leader Managed a team providing technical support, handled escalations, and ensured performance metrics. Nov 2004 – Jun 2006 Link2Support May 2003 - Oct2004 Team Leader Managed team compliance, supported skill development, and handled technical support for networking devices. Citibank Serrano Tele-Sales (Citibank's accredited service provider) Feb 2002 – May 2003 Unit Manager Managed an outbound sales team, conducted quality checks, and provided coaching for performance improvement EDUCATION Mapua Institute of Technology Mechanical Engineering SEMINARS and TRAININGS  August 2009: Six Sigma Projects and Teams, Becoming a Manager: Leading and Communicating, Talent Management, Foundational Leadership, Program (FLP), Effective Development Plans, Ethics and Compliance for Managers  May 2008: Introduction to Six Sigma, Managing by Metrics, Coaching for success, Supervisor Empowerment, Schedule Analysis, Problem, Solving and Decision Making Skills Training  March 2008: PESOS Training, Effective coaching, Leadership and Development  November 2007: Notebook PC A+, Network N+  July 2007: Verizon WAN (T1/T3) training, Leadership/ Management training  July 2006: Cisco Internet Protocol Telephony and Network Security.  November 2005: Desktop PC/ Notebook A+ training,  March 2002: Microsoft 2003 Server Client-Server Training