T HRISTIAN J ONATHAN S ARGENTO
Santa Rosa, Laguna 4026 • - •-• linkedin.com/in/thristian-jonathan-sargento-04014bb1
S ENIOR O PERATIONS M ANAGER
Data-driven operations leader with 10+ years in analytics, automation, and performance optimization. Expert in streamlining
processes, AI-driven quality monitoring, and reporting. Skilled in Agile, risk mitigation, and enhancing customer experience. Led
large-scale transitions, implemented data-driven tools, and improved efficiency. Proven success in optimizing workflows, integrating
intelligence, and fostering collaboration. Recognized for high-impact solutions and driving success through strategic improvements.
C O R E C O M P E T E NC IE S
Data Analysis & Insights| Business Intelligence| Operations Management| Process Improvement| Automation Technologies |
Business Continuity Planning| Real-Time Data Monitoring| Performance Management & Analysis| Risk Mitigation| KPI Tracking|
Customer Experience Optimization| Cross-Functional Leadership | Project Management| Product & Service Migration| CRM
Transition| Agile Methodologies| Root Cause Analysis| Data-Driven Decision Making| Workflow Optimization & Automation|
Strategic Planning| Stakeholder Management| Change Management| Performance Optimization| Operational Excellence
PROFESSIONAL EXPERIENCE
Telstra International Philippines Inc. | Makati City
March 2015 – April 2025
PERFORMANCE AND OPERATIONS MANAGER | August 2024 – April 2025
» Design and implement an advanced automated performance reporting system, to provide key insights to the Senior Leadership
Team (SLT) and improve data-driven decisions. Develop live operational dashboards to enhance issue resolution and efficiency.
» Implement robust Business Continuity Plans (BCP) to ensure uptime, swiftly resolve system issues and minimize disruptions.
» Manage support surges with automation, cutting call abandonment to 6%, response time to 120s, and improving FCR by 20%.
» Enhance operational efficiency by analyzing data, identifying trends, and improving customer service and business performance.
» Optimize Enhanced Care staffing by training agents for sensitive cases, reducing Average Speed of Answer from 360s to 90s.
GLOBAL BUSINESS SERVICES DELIVERY PROCESS LEAD | November 2022 – July 2024
» Led global CRM data migration initiative, aligning cross-functional teams, ensuring integrity, and developing training programs.
Achieved a 90% data accuracy rate, reduced customer complaints by 40%, and secured 95% platform adoption within 30 days.
» Developed a standardized incident framework, cutting resolution time by 25% and boosting customer satisfaction by 15%.
» Designed efficient data processes to streamline operations, improve integration, and optimize mobile and cloud transitions.
» Won the 2023 Company Excellence Award for leading initiatives that enhanced support, customer experience, and efficiency.
GLOBAL BUSINESS SERVICES VERINT AUTOMATED QUALITY MANAGER | April 2021 – October 2022
» Led Verint automation, achieving 100% coverage, cutting agent feedback to 24 hours, boosting customer satisfaction by 12%.
» Developed speech analytics alerts and BI tools to track adherence, detect risks, and optimize decision-making and efficiency.
» Adopted Agile through Jira training, optimizing workflows, enhancing collaboration, and boosting first-call resolution by 18%.
GLOBAL BUSINESS SERVICES ASSURANCE BUSINESS OPERATIONS MANAGER | August 2020 – March 2021
» Optimized partner contact centers, enhancing customer service, sales, and operational efficiency through data-driven insights.
» Launched a sentiment analysis, cutting issue ID time by 40%, increasing satisfaction by 15%, and reducing complaints by 25%.
» Led Zendesk, automating ticketing and HRIS, cutting response to 12 hours, boosting resolution by 30% and satisfaction by 25%.
Early Work Experience
» PEOPLE SERVICES OPERATIONS MANAGER | January 2019 - July 2020
» DIGITAL INSIGHTS AND IMPROVEMENT SPECIALIST | March 2018 - January 2019
» BUSINESS MOBILE SALES CONSULTANT| March 2015 - March 2018
» BUSINESS CONSULTANT | February 2014 – March 2015
» TEAM LEADER | April 2008 – June 2013
TECHNICAL SKILLS
Power BI | Tableau Designer | Alteryx Designer| Speech & Text Analytics | Sentiment Analysis | Verint Automated Quality Monitoring
| Jira / Confluence | SharePoint | Zendesk 2.0 | C++ (Object-Oriented Programming) | C# Programming | Microsoft Office Suite
EDUCATION & PROFESSIONAL DEVELOPMENT
Computer Technology, Institution La Consolacion College | January 2007
Lean Six Sigma Yellow Belt Certified, MF Operational Excellence, Council for Six Sigma Certification | April 2025
