Jetrex S.
Senior Operations Manager
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Jetrex D. is a seasoned Operations Manager with over 8 years of experience in leading teams and managing comprehensive operations within the subscription services, retail, and healthcare sectors. Currently overseeing end-to-end operations for 13 distinct brands at Awesome CX by Transcom, Jetrex plays a crucial role in achieving operational KPIs, ensuring client satisfaction, and aligning strategic initiatives with business objectives. His expertise lies in data analysis, process optimization, and client relationship management. Previously, he has driven operational improvements at FGC+ and Alorica Davao, where he harmonized KPIs and instituted coaching methodologies. Alongside a Bachelor of Science in Information Management, his technical acumen includes workforce optimization and revenue protection tactics that bolster operational stability. Jetrex's commitment to enhancing customer experience and driving continuous improvement defines his professional endeavors.
Experience
Operations Manager III
Awesome CX by Transcom · 2025 — PresentOversee comprehensive operations for 13 brands in the subscription services, retail, and healthcare clinic assistance sectors. Direct multiple Team Leaders and support teams to meet operational KPIs and client expectations while ensuring customer satisfaction. Implement performance enhancement initiatives through data analysis, coaching, and process optimization. Serve as the primary point of contact for client escalations and operational updates. Manage staffing, onboarding, and succession planning to maintain operational stability. Implement quality programs to enhance productivity and customer experience. Collaborate with Training, Quality, Workforce Management, and HR to align strategies with business goals.Operations Manager
FGC + · 2024 — 2025Acted as the main communication link, ensuring effective dialogue and problem resolution with clients. Led the restructuring of coaching methods aimed at improving performance outcomes. Conducted regular evaluations of client business and synchronized KPIs. Developed strategies to prevent revenue loss through diligence in monitoring productivity and billing cycles. Oversaw the onboarding of new employees, ensuring they meet operational readiness.Operations Manager - Customer Experience and Sales
Alorica Davao · 2022 — 2024Reported to Senior Management while working closely with clients on operational risk assessments and metric alignment. Led initiatives that focused on performance improvement through structured coaching and operational analysis. Managed corporate event execution and operational engagement activities.Team Manager – Customer Experience & Sales
Alorica Davao · 2021 — 2022Provided mentorship and oversight to agents to enhance customer experience and improve sales performance. Played a pivotal role in one of the first sales transition teams for the AT&T account. Conducted sales validation and quality compliance coaching.Team Leader
Teleperformance Davao · 2017 — 2021Contributed to the launch of the Enterprise Car Rental account outside the United States. Managed the nesting and onboarding programs dedicated to newly hired agents. Created structured coaching methodologies to expedite agent readiness.
Skills & Expertise
Education
- Bachelor of Science - Information ManagementUniversity of Southeastern Philippines · 2001 — 2003
- Diploma - Technology, ElectronicsUniversity of Southeastern Philippines · 1998 — 2001
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