Jay Padriga

Current

Operations Manager at APAC Customer Services

Past

Operations Manager at Synnex-Concentrix
Operations Manager at Cebu Global Teleservices, Inc.
Team Leader at Citifinancial

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Education

University of San Jose - Recoletos

Recommended

2 people have recommended Jay

Connections

268 connections

Industry

Outsourcing/Offshoring

Websites

Jay Padriga’s Summary

A well organized, results-oriented and performance driven management professional that is self-motivated and dedicated in constantly striving for excellence. More than a decade long in sales, marketing, business development and operations management experience in the BPO / Call Centers handling Customer Service, Technical Support and Inbound / Outbound Sales accounts.

Jay Padriga’s Specialties:

Experienced in managing teams that provide sales, marketing, technical and customer related outsourced services to Telecom, IT and Financial (Credit Cards and Personal Loans Outbound Sales Acquisitions).

Jay Padriga’s Experience

Operations Manager

APAC Customer Services

(Public Company; APAC; Outsourcing/Offshoring industry)

July 2009 — Present (5 months)

Manages performance on all programs to meet and exceed all client and company expectations. Ensures Key Performance Indicators (KPI's) are achieved. May directly communicate with client regarding KPI's. Directly supervises Team Leaders. Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Recruits, develops and retains a team of direct reports to ensure they are proficient in their job skills and provide constant follow-up coaching to our Customer Service Representatives (CSR's). Manages information flow between Client Services, Account Management, Operations, Quality Assurance, Training, Payroll, etc. to ensure all client and company goals are attained. Oversees hiring process to ensure all positions are staffed to assigned levels per campaign to ensure productivity. Analyzes staffing levels of CSR's to meet the fluctuations in call demands and campaigns. Rolls out schedule changes and new hire classes as needed. Analyzes profitability of program by developing weekly Profit & Loss statements. Includes comparing forecasted revenue to actuals and explain variances. Makes adjustments as necessary. Includes ratio management to ensure proper staffing of Team Leaders based on Customer Service Representative (CSR's) headcount. Co-facilitates employee satisfaction throughout the center through incentives and floor-wide activities. Includes holding focus groups to gauge employee satisfaction.
Operations Manager

Synnex-Concentrix

(Public Company; Marketing and Advertising industry)

November 2006 — June 2009 (2 years 8 months)

Managed an Operations Technical Support, Sales and Customer Services Group composed of 12 Team Captains and 120+ Support Agents during assigned shift and ensures attainment of the KPIs. Responsible in Planning, Organizing, Leading and Controlling to deliver desired output and meet over-all targets. Developed and provided initiatives, process improvement, documented operating procedures and business requirements for insuring and improving group performance.
Operations Manager

Cebu Global Teleservices, Inc.

(Outsourcing/Offshoring industry)

December 2005 — October 2006 (11 months)

Ensured the productivity of a large team composed of 15 Team Leaders and 150+ Telemarketing Specialists in an Outbound Sales account by taking the lead in the development and management of operations through coordination with internal units and the client.
Team Leader

Citifinancial

(Public Company; C; Financial Services industry)

January 2004 — November 2005 (1 year 11 months)

Managed a team composed of 37 telemarketers. Recruited and trained new telemarketers. Conducted daily sales meetings. Ensured delivery of sales objectives. Contributed 90% of the total new loan business in Cebu for the world’s largest financial services organization. Responsible for the generation of 4,000+ new loan applications during a span of 2 years.

Jay Padriga’s Education

University of San Jose - Recoletos

BSC , Business Management

University Leadership Background

President, University of San Jose-Recoletos Junior Jaycees
Vice President, Metropolitan Cebu Junior Jaycees
National Director for Management Affairs, Philippine Junior Jaycees

University Awards and Citations

Most Outstanding Junior Jaycee, Metropolitan Cebu Junior Jaycees
Finalist, Cebu Youth Center Speech Festival
Champion, USJ-R Library Quiz Bowl
Champion, Search for Campus Genius
Presidential Award for outstanding performance given by the Philippine Junior Jaycees
Leadership Award given by the USJ-R Junior Jaycees Alumni

Activities and Societies:

Jaycees, Toastmasters International