John P.
Senior Operations Manager
Open to offersNew to PlatformAbout
John Paul G. is an accomplished professional with extensive experience in the BPO industry, advancing from positions like Product Trainer at Transcom PH to Operations Manager at XtendOps PH. With a Bachelor of Secondary Education majoring in Mathematics from Aklan State University, John brings a disciplined approach to management. As an Operations Manager, he led team coordination and task delegation, ensuring deadlines were met and strategic goals aligned with organizational objectives. His emphasis on problem-solving and performance management paved the way for operational success while overseeing productivity and conducting performance reviews. In prior roles, John crafted training materials and conducted sessions for agents and team leaders, enhancing the company's service delivery. His proficiency in Excel and data analysis tools, alongside impeccable corporate communications, marks him as a key strategic planner adept at aligning team operations with broader business ambitions.
Experience
Operations Manager
XtendOps PH · 2024 — 2026Oversaw task delegation and ensured deadlines were met while tracking project progress. Addressed complex issues through effective problem-solving and decision-making. Coordinated communication between departments and team members to align efforts towards common goals. Evaluated employee performance and provided constructive feedback, including handling disciplinary matters. Planned for long-term objectives and prepared reports for senior leadership to align with company strategy and budget.Product Trainer
Transcom PH · 2022 — 2024Developed and delivered product training materials and sessions, ensuring alignment with company standards. Planned and conducted training for agents, Team Leaders, and Trainers, including refreshers and updates on new product information. Created and updated content for online training courses and assessments, tracking their effectiveness. Collaborated with Product Supervisors and Client Services to maintain quality and consistency in training delivery while analyzing feedback for improvements.Team Leader
XtendOps PHManaged executive calendars, team meetings, and coaching sessions while assigning tasks based on team members' skill sets. Oversaw workload distribution to maintain productivity and monitored team performance to ensure adherence to company policies and quality standards. Handled escalated customer complaints and analyzed feedback for process improvements. Trained staff on new products, services, and customer service techniques, as well as managed payroll for team members.
Skills & Expertise
Education
- Bachelor of Secondary Education Major in MathematicsAklan State University
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