Operations Manager at 123Ten
Philippines
- Current
-
- Operations Manager at 123Ten
- Past
- Education
-
- Cebu Normal University
- Andres Soriano Memorial School
- Connections
-
27
connections
- Industry
- Outsourcing/Offshoring
- Websites
Jenmar Angel Hagonoy’s Summary
I have years of experience in the Call Center/Business Process Outsourcing industry and have varied and extensive knowledge in the following areas:
•staff management
•project implementation and project management
•recruitment for various technical, industrial, skilled trades and office support professionals
•testing and evaluative techniques
•training and development of call center professionals
•quality control and evaluation for contact center/BPO transactions and processes
•CRM (Customer Relationship Management) tools
•client services management
•process documentation
•continuous process improvement tools
•technology and internet savvy
•advanced proficiency in Microsoft Office Tools such as MS Word, Excel and PowerPoint
•Strong command of the written and spoken English, garnering a score of 8.o in IELTS (International English Language Testing System)
•Working knowledge in DHTML and JavaScript
•Advanced skills in HTML, MS Word, MS Excel and PowerPoint among others
Jenmar Angel Hagonoy’s Experience
-
Operations Manager
123Ten
(Outsourcing/Offshoring industry)
August 2007 — Present (2 years)
I am currently employed in a BPO as head of its Recruitment Process Outsourcing division.
•Ensure that all client metrics are met by coordinating with team leads and team members to create strategies to improve performance and sustain results
•Coordinate with, collaborate and assist the trainers and operations team in ensuring quality of work and meet client’s needs and performance standard
•Recommend and formulate strategies for continuous improvement
•Plan, develop and implement strategy for organizational development
•Establish and maintain appropriate systems for measuring necessary aspects of organizational performance
•Maintain awareness and knowledge of contemporary organizational development theory and methods and provide suitable interpretation to directors, managers and staff within the organization
•Systematize work processes, create documentation to support these processes and effectively communicate strategic plans and changes to team members -
Technical and Product Trainer/Chat and Email Support SME
Sykes
(Public Company; 10,001 or more employees; SYKE; Outsourcing/Offshoring industry)
January 2004 — August 2007 (3 years 8 months)
• Plan departmental/functional training budgets, forecast costs and delegate numbers as required by organizational planning and budgeting systems.
• Assess relevant training needs for staff individuals and organization, in consultation with departmental heads, including assessment methods and measurement systems entailed.
• Stay informed on relevant skill and qualification levels required by staff for effective performance and circulate requirements and relevant information to the organization as appropriate.
• Produce organizational strategy and plans to meet training and development needs, and manage training delivery, measurement and follow-up as necessary.
• Design training courses and programs necessary to meet training needs, or manage this activity via an external provider.
• Create and manage the department’s communication and information website/intranet
• -
Customer Service Associate
Sykes
(Public Company; 10,001 or more employees; SYKE; Outsourcing/Offshoring industry)
January 2004 — May 2004 (5 months)
•Inbound calls customer service associate responsible for data entry, order processing, technical support and general customer inquiries
-
Project Officer
Ramon Aboitiz Foundation Incorporated
(Non-Profit Organization Management industry)
June 2003 — December 2003 (7 months)
•Implement publicity and promotion plans for its cancer prevention programs
•Volunteer program management
•Investigate ways of financially sustaining projects
•Responsible for planning, coordinating and implementing various information campaign and project
•To liaise with relevant department and companies in implementation of different projects
•Create informational materials to promote cancer awareness
Jenmar Angel Hagonoy’s Education
-
Cebu Normal University
1999 — 2003
-
Andres Soriano Memorial School
1991 — 1996
Additional Information
Jenmar Angel Hagonoy’s Websites:
Jenmar Angel Hagonoy’s Groups:
-
123TEN Recruiters -
RockStar Recruiting
Jenmar Angel Hagonoy’s Contact Settings
Interested In:
- career opportunities
- consulting offers
- new ventures
- job inquiries
- expertise requests
- business deals
- reference requests
- getting back in touch
