Minerva T.
Senior Operations Manager
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About
Minerva G. is an experienced operations and team leadership professional based in Caloocan City, NCR, Philippines, with over 20 years of experience leading cross-functional teams and managing stakeholder relationships. She has excelled in roles demanding proficiency in people management, process improvement, and the adept handling of confidential information. At NATCCO MBAI in Quezon City, she was responsible for executing Board-approved programs, building strategic partnerships, and translating high-level policies into effective operations. Minerva's career spans the insurance and telecommunications industries, having been a Business Retention Manager at Pru Life UK where she drove customer loyalty initiatives and provided training to enhance customer relationship strategies. Her foundation in managerial protocol began as a Customer Service Supervisor at PLDT, where she managed client service logistics. An alumna of Pamantasan ng Lungsod ng Maynila, Minerva holds a Bachelor of Mass Communication and is certified in TEFL, showcasing advanced English proficiency.
Experience
General Manager
NATCCO MBAI · 2015 — 2026Oversaw the management of overall operations and executed Board-approved programs and policies to ensure service delivery met organizational targets. Acted as the main contact for key stakeholders and partner institutions while fostering professional relationships. Provided coaching and support to enhance employee performance through structured feedback and development initiatives. Created and enforced operational policies to ensure efficiency and compliance in business processes. Developed and led training programs for employees of partner institutions to uphold service standards and facilitate knowledge transfer. Translated Board-level initiatives into daily operational practice, adjusting to changing organizational priorities.Business Retention Manager
Pru Life UK · 2000 — 2014Directed the Business Retention Department, focusing on staff performance management and pursuing retention and business objectives. Formulated and implemented programs aimed at enhancing customer, policy, and business retention to improve long-term client relationships. Conducted training for insurance agents centered on customer retention and relationship management techniques.Customer Service Supervisor
PLDT · 1992 — 1998Managed the coordination of phone and data installation for assigned business clients, handling multiple concurrent requests and adhering to deadlines. Oversaw logistics for service delivery and facilitated cross-team collaboration to ensure successful implementation of client needs.
Skills & Expertise
Education
- Bachelor of Mass CommunicationPamantasan ng Lungsod ng Maynila (PLM)
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