jonar P.

Not specified

• Operations Manager

  Engie Impact Philippines · 2025 — 2026
  Led process optimization and continuous improvement initiatives at an enterprise level, fostering operational excellence across functions. Managed SLA performance and risk analysis, transforming insights into actionable governance decisions. Provided leadership for a team of 111, cultivating a performance-driven culture through effective coaching. Oversaw staffing strategies for optimal resource allocation and succession planning. Directed forecasting and capacity planning to align with business demands. Created scorecards and performance dashboards to support data-driven decision-making. Developed and standardized SOPs, ensuring compliance and scalability. Acted as the primary liaison for the US office, managing stakeholder expectations and implementing global process improvements. Promoted leadership development and succession planning through mentorship.

• Supervisor for Operations/Team Manager

  Engie Impact Philippines · 2022 — 2025
  Established the Data Acquisition division, building operational frameworks and leading a team in high-accuracy manual data entry. Managed stakeholder relationships, aligning client and vendor expectations. Oversaw performance management through KPIs and scorecards, supporting team success with data-driven approaches. Collaborated with QA, Training, HR, and Leadership to enhance workflows and employee development. Mentored team members to promote future leadership growth. Contributed to company culture through participation in internal engagement initiatives.

• Supervisor for Operations/Team Manager - Customer Service and Technical Support

  Movie Streaming | TaskUs · 2019 — 2022
  Developed a high-performing team of call center agents, conducting coaching sessions to enhance performance and service quality. Managed change initiatives with effective communication and training, minimizing disruptions. Improved operational performance by addressing process gaps with targeted strategies. Initiated employee engagement programs, fostering morale and reducing attrition. Coordinated with cross-functional leaders to optimize workflows and ensure compliance with client standards.

• Supervisor for Operations - Customer Service/Technical Support & Projects Team

  Metro-by-TMobile | iQor Philippines Inc. · 2016 — 2019
  Managed stakeholder relationships to align with client expectations. Proposed process enhancements to boost team productivity and support additional headcount. Designed QA frameworks to ensure compliance with both internal and industry standards. Led teams by establishing clear goals and fostering collaboration, conducting regular coaching and performance evaluations. Delivered projects on time and within budget, employing agile and conventional methodologies.

• Training Supervisor (PST Voice) - Customer Service/Technical Support

  Metro-by-TMobile | iQor Philippines Inc. · 2014 — 2016
  Facilitated product training for new hires during the start-up campaign in Cavite. Oversaw the implementation of the T-Mobile program, ensuring operational readiness. Conducted training sessions focused on product knowledge, equipping new employees for excellent customer service. Provided coaching to reinforce training effectiveness and partnered with HR to enhance employee relations.

• Acting Team Leader - Subject Matter Expert

  Metro-by-TMobile | iQor Philippines Inc. · 2013 — 2014
  Supervised customer care representatives, enhancing performance and service quality. Addressed escalated issues with expert solutions to maintain high levels of customer satisfaction. Conducted training and knowledge-sharing to improve team expertise. Monitored KPIs and implemented process improvements to optimize efficiency.

• Trainer (PST Voice) - Customer Service/Technical Support

  Metro-by-TMobile | iQor Philippines Inc. · 2014 — 2014
  Conducted training for new hires on product knowledge and customer service skills. Provided coaching and feedback to ensure effective training outcomes. Collaborated with HR and operations to support employee development and enhance training alignment with business goals.

• Customer Care Representative/Technical Support

  Metro-by-TMobile | iQor Philippines Inc. · 2009 — 2013
  Assisted customers with inquiries and account-related concerns through phone support. Resolved technical and billing issues to ensure customer satisfaction. Provided guidance on troubleshooting mobile devices, documenting interactions accurately for future reference. Maintained professionalism and empathy in high-pressure scenarios, consistently meeting performance metrics.

• Bachelor of Science in Secondary Education (Undergraduate)

  ST. ANTHONY COLLEGE OF TECHNOLOGY · 2007 — 2011