Winrich Beltran

Winrich de la Cruz Beltran 157 R. Duterte St., Banawa, Labangon, Cebu City 6000 --An innovative and dynamic business leader and strategist with a particular strength in driving performance and reducing inefficiencies. A self-motivated and focused leader who has more than 13 years of experience working on various critical leadership roles. He has been commended throughout his career for formulating effective development programs, improving performance, and achieving corporate goals while minimizing costs and expenditures. He leads through facilitation and empowerment of others while taking personal responsibility and self-governance. SUMMARY OF EXPERTISE ❖ ❖ ❖ ❖ ❖ ❖ Operations Management Strategic Management Project Management Performance Management Employee and Staff Development Philippine Labor Standards ❖ ❖ ❖ ❖ ❖ ❖ Quality Management Talent Management Sourcing Channel Management Employee Engagement Training and Development Customer Service EXECUTIVE PROFILE CLIENT MANAGER Open Look Business Solutions, Inc., Cebu City, Philippines, February 2017 – Present Serves as the onsite representative of the client company (Phoneticall) to oversee and monitor the dayto-day operations of the vendor-partner (Open Look). Responsible for managing multiple concurrent projects from pre-launch to wrap up phases. ❖ Work with vendor-partner in developing continuous improvement measures to increase salesper-hour and revenue-per-hour ❖ Perform regular risks and performance analyses on each project ❖ Recommend strategies for agent development ❖ Develop workforce and staffing plan based on project requirements ❖ Develop shrinkage contingency measures during off season of projects ❖ Create projections based on historical data of performance ❖ Primary point-of-contact for all issues concerning client-vendor relationship DIRECTOR, CORPORATE DEVELOPMENT AND OPERATIONS Rasolutions, Inc., Cebu City, Philippines, April 2014 to Present Accountable for establishing strategic direction for the company, devising methods to improve business processes and performance, and providing guidance to all units, including Human Resources, Recruitment, Training, Operations, and Marketing and Sales. Hires, trains, and develops all manager-level personnel to ensure high-levels of performance. Collaborates with other business units on cost-cutting and process improvement initiatives. ❖ Direct key aspects of business operations (Human Resources, Recruitment, Training, Quality, and Operations) with full oversight of all employees in all department ❖ Review company policies and procedures aimed to utilize resources, reduce expenses, and cut down waste ❖ Manage client-related issues and develop quick resolution in time for production ❖ Review and redesigned performance-based incentive program to address changing needs and demands of each client ❖ Participate in sales meetings with potential clients to conduct presentations about the company and service offerings ❖ Helped transition business model from pure RPO to BPO by negotiating contracts with diverse client profiles and non-recruiting clients ❖ Launched new LOBs – technical support, lead generation, web development – to the company’s portfolio ❖ Drive a fast and streamlined sourcing and recruiting process from pre-screening to closing ❖ Plan the implementation and facilitation of activities and events, material production, as well as budget spending and other resources to ensure training operations are managed within approved budgets and timelines ❖ Conduct regular leadership training sessions among managers and team leaders ❖ Served as consultant to new clients regarding the formulation of account-specific procedures in terms of candidate identification, onboarding processes, and performance management MANAGER, SHARED SERVICES (CONTRACT) 411 Locals, Cebu City, Philippines, January 2014 to April 2014 Responsible for outlining and establishing the general foundations of the company’s first offshore location in Cebu City. ❖ Designed the company’s organizational structure for its Philippine operations ❖ Designed the structure of Human Resources, Recruitment, Training, and Quality Departments from ground up ❖ Outlined general policies and procedures for the company’s day-to-day operations ❖ Conducted the search and selection of the company’s first set of HR Manager and Team Leaders ❖ Participated in management meetings with the leadership group from the headquarters in Las Vegas and Bulgaria ❖ Facilitated training of the first four batches of Team Leaders and Sales Executives ❖ Coordinated technical requirements and issues encountered during setup, implementation, and post onboarding ❖ Prepared budget requirements for each department during the start-up phase TEAM LEAD/LIFE COACH Every Nation Leadership Institute, Taguig City, June 2010 to December 2013 Responsible for the implementation of a strategic structure for a church plant in a restricted Asian nation that resulted to the birth of a new congregation with several small group meetings in different parts of the city. ❖ Served as POC for Administration, Finance and Discipleship Ministry ❖ Monitored and drove outcomes in key result areas – growth, sustainability, member care, campus ministry ❖ Implemented the Every Nation Leadership Institute (ENLI) Training Program – a foundation course in basic ministry and leadership ❖ Conducted free English classes for locals ❖ Provided leadership to the team and pastoral care to members ❖ Prepared and delivered messages during worship gatherings and small group meetings TRAINING MANAGER Aegis PeopleSupport Inc., Cebu City, Philippines, August 2008 to June 2010 Provided strategic leadership and oversight to the Training Department, ensuring it functions according to its purpose, delivers its commitments, and contributes in the achievement of the organization’s mission, vision and goals. ❖ Represented the training team in critical meetings, business reviews and calibration sessions (Client, Directors, Quality, HR) ❖ Monitored consistent delivery and standardization of all courses delivered by the training team ❖ Managed internal learning resource that ensured updates, enhancements were communicated in a timely manner to all staff ❖ Facilitated periodic review and revision of the Client Specific Training curriculum for the Customer Service and Retention Teams to emphasize focus on soft-skills, communication and sales skills ❖ Revised the “Save Our Saves” materials that helped improved conversion rates from 15% to 30% ❖ Monitored consistent implementation of post-training evaluation measures to identify performance gaps used to create new materials that aimed to increase quality and revenue ❖ Implemented the Peer Training Program that opened opportunities for CSRs to be certified to conduct actual courses for the account LEAD, TRAINING Aegis PeopleSupport Inc., Cebu City, Philippines, November 2006 to July 2008 Primarily responsible for the development, preparation, and facilitation of classroom training programs; measured and evaluated the training sessions conducted; planned and implemented training interventions to meet client requirements and targets ❖ Worked with Operations Management by assessing training needs, and conducting coaching and feedback sessions with CSRs that led to greater adherence to processes and procedures ❖ Provided support to the Career Development Team in training newly-promoted supervisors in the Initial Supervisor Training ❖ Conducted regular Instructor Observation sessions to evaluate associate trainers and coach them in their classroom management and facilitation ❖ Served a partner of the Quality Team in developing the quality analysts’ coaching skills ❖ Coordinated the implementation of the Foundations Training for new hires which produced lower soft-skills and communication-related customer complaints OPERATIONS SUPERVISOR PeopleSupport Philippines Inc., Cebu City, Philippines, July 2005 to October 2006 Responsible for providing performance coaching and mentoring for new and veteran agents; maintenance of performance database for Operations; monitoring that day-to-day call volume trends; management of escalated customer issues; management of real-time account- and program-specific issues. ❖ Developed and implemented a “Success Plan” for Customer Service and Retention CSRs that provided them achievable progressive targets until they are fully able to hit client-mandated metrics ❖ Served as Manager-OIC in absence of Operations Manager ❖ Mentored Assistant Team Leaders and newly promoted Operations Supervisors ❖ Served as resource speaker of the Career Development Team in the Initial Supervisor Training ❖ Recipient of several “Mighty Sup” Award for the consistent performance of the teams handled CUSTOMER CARE REPRESENTATIVE (eRep) PeopleSupport Philippines Inc., Makati City, Philippines, April 2004 to June 2005 Responsible for the timely resolution of customer issues related to general billing, technical, and navigation issues. Resolved customer or product problems and inquiries by clarifying and identifying the cause of the problem and apply best relevant solutions. ❖ Served as an Assistant Team Leader for the most part of career as CCR/CSR ❖ Answered escalated calls in lieu of the supervisors ❖ Recommended potential products and services improvement measures to team supervisors by gathering information for customers and other CSRs EDUCATIONAL BACKGROUND Graduate Level: Bachelor of Laws (LLB) University of San Jose - Recoletos, Cebu City, Philippines, June 2016 - Present Undergraduate Level: Bachelor of Science in Business Administration, major in Human Resources Development Management (BSBA-HRDM) University of San Jose - Recoletos, Cebu City, Philippines, 2015 - 2016 Outstanding Graduate Awardee Bachelor of Arts in Sociology (Undergraduate) University of the Philippines, Los Baños, Laguna, Philippines, 2000 - 2004 OTHER TRAININGS AND CERTIFICATIONS Certificate in Chinese Language and Culture Zhuhai College of Jilin University, Zhuhai, Guangdong, People’s Republic of China, 2011 - 2013 Certificate in Cross-Cultural Leadership Every Nation Leadership Institute, Taguig City, Philippines, 2010 Six Sigma (Yellow Belt) Training Aegis PeopleSupport Inc., 2009 Consultative Sales Training Aegis PeopleSupport Inc., 2007 Trainer Certification Program (TCP Track A and Track B) Aegis PeopleSupport Inc., 2006 – 2008 Customer Retention Training PeopleSupport Philippines Inc., 2005