Adrian M.
Senior Operations Supervisor
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Adrian M. is a seasoned Client Success & Operations Supervisor with over a decade of experience leading cross-functional and remote teams across healthcare, retail, and telecommunications sectors. Specializing in logistics and operations management, he excels in developing SOPs, optimizing performance, and enhancing team engagement. Adrian has managed Philippine-based teams, focusing on task delegation, onboarding, and performance reviews. His work includes collaboration with procurement, QA, and production stakeholders to ensure seamless operations, as well as outstanding customer satisfaction. His tenure at Peak Support involved overseeing remote healthcare support teams and implementing process improvement strategies. At Teletech, he led teams in order management and fulfillment for US and European brands, ensuring quality customer service and operational flow. His experience with Telstra involved cross-functional support and meeting SLA targets, complemented by engagement strategies to boost team morale. Adrian holds a White Belt Six Sigma certification and has robust expertise in data-driven decision-making and KPI-driven reporting.
Experience
Operations Supervisor / Team Lead
Peak Support | 24 Hour Home Care (Project Based) · 2025 — 2026Managed a remote healthcare support team based in the Philippines, focusing on task delegation, scheduling, and onboarding while ensuring operational consistency and service quality. Created and sustained daily task checklists and SOPs, identifying opportunities for workflow improvements impacting KPIs. Implemented behavior-focused performance coaching, utilizing methodologies such as SMART goals and Root Cause Analysis. Collaborated with client stakeholders for reporting and performance analysis to maintain coverage during high-demand periods and team absences. Initiated team engagement programs to foster morale and a positive work culture. Optimized call flows and tools usage, facilitating upskilling sessions and providing feedback on client progress.Operations / Service Delivery Supervisor
Teletech | Ka'Chava & Fashionphile · 2022 — 2024Oversaw order management and fulfillment processes for health and luxury retail brands in the US and Europe, ensuring efficiency and timely deliveries. Managed customer service operations, including escalation handling and multi-channel case management, enhancing overall customer satisfaction. Collaborated with QA to uphold quality standards through calibration sessions and established tool governance. Supervised and mentored a remote team, promoting continuous process enhancements via data-driven strategies and routine performance evaluations.Operations / Service Delivery Supervisor
Teletech | Telstra Premium Services · 2016 — 2022Led cross-functional teams in providing technical, sales, and billing support for Telstra's premium telco accounts while consistently meeting SLA targets. Managed team performance with structured performance management processes, corrective actions, and coaching sessions. Coordinated with IT and Human Capital departments on network challenges and staffing validations, implementing flexible scheduling across rotating work weeks. Acted as the Engagement Cluster point of contact for rewards and recognition, developing initiatives to enhance team morale and retention. Conducted regular business reviews with clients, showcasing an in-depth understanding of operational processes and revenue implications.
Skills & Expertise
Education
- Bachelor of Science in Tourism in Travel ManagementUniversity of Sto. Tomas (UST) · 1999 — 2003
- Bachelor of Arts in EnglishBicol University College of Arts and Sciences · 1994 — 1998