Ronald D.
Operations Manager
Actively lookingNew to PlatformAbout
Ronald R. is an accomplished Operations Manager with over 13 years of experience in managing SLA-driven service delivery in diverse industries including Telecommunications, Healthcare, and Financial Technology (FinTech) within BPO settings. Based in Cagayan de Oro City, Philippines, Ronald has demonstrated his operational leadership by being consistently retained and promoted, even amid organizational restructures. He possesses a Six Sigma Green Belt, showcasing expertise in escalation management and QA framework design. Ronald has a proven track record of independently managing a 24/7 FinTech operations program designed for multiple managers, overseeing 70 agents and 6 Team Leaders without service disruption. He also played a pivotal role in scaling field service operations and managing extensive teams in healthcare, leading to notable efficiency gains and strengthened client relationships. Ronald's analytical skills in KPI, SLA, and quality metrics management alongside his dedicated focus on process optimization and team leadership have been instrumental throughout his career.
Experience
Operations Manager
Ubiquity Global Services · 2026 — 2026Managed all aspects of a 24/7 FinTech program independently, overseeing operations for 70 agents and 6 Team Leaders. Monitored quality metrics, KPIs, and SLAs while coaching Team Leaders on performance management. Handled client escalations and conducted business reviews with stakeholders. Collaborated with Workforce Management, QA, and Training teams to ensure staffing readiness during peak volumes.Service Call Coordinator
Concentrix Philippines Inc. · 2025 — 2026Served as a senior contributor for field coordination after a leadership restructuring that reduced management roles. Managed service delivery for a team of 49 Engineers, 6 Senior Engineers, and 1 Field Service Manager, addressing operational challenges with minimal SLA disruption. Analyzed performance trends and operational data to drive resource planning and continuous improvement initiatives.Operations Manager
Concentrix Philippines Inc. · 2024 — 2025Oversaw service delivery driven by SLAs for 8 Team Leaders and 130 agents in the Healthcare vertical, following a promotion from Team Leader. Utilized data-driven coaching and performance reviews to enhance operational KPIs and accountability. Facilitated collaboration across QA, Workforce Management, and Training teams to improve efficiency. Identified operational risks and initiated process enhancements to boost productivity and service quality.Team Leader
Concentrix Philippines Inc. · 2021 — 2024Managed operations for a healthcare account by focusing on agent performance and KPI delivery to meet operational objectives. Acted as the main contact for operational decisions and escalations in the absence of Operations Managers, ensuring continuity. Led initiatives for performance improvement and developed KPI reporting templates for operational reviews, which became best practices within the organization.Operations Supervisor
Qualfon Philippines Inc. · 2019 — 2021Evaluated operational, compliance, and quality metrics to identify improvement opportunities. Created executive-level performance reports and partnered with operations leadership on process optimization initiatives. Led the Sales Acquisition team during the COVID-19 pandemic, focusing on performance through coaching and accountability while achieving strong sales results.Performance & Compliance Analyst
Qualfon Philippines Inc. · 2016 — 2019Conducted analysis of operational performance, compliance, and quality metrics to uncover trends and improvement opportunities. Developed operational reporting frameworks and performance dashboards for leadership oversight on KPIs and business performance. Collaborated with operations leaders to enhance performance and compliance through process optimization initiatives.Customer Service Representative
Qualfon Philippines Inc. · 2012 — 2016Handled mobile number portability requests, ensuring compliance and accuracy. Participated as a founding agent in a pilot program aimed at centralizing mobile number portability services. Worked directly with client stakeholders to assess workflows and refine processes, contributing to operational enhancements that standardized service delivery.
Skills & Expertise
Education
- Associate in Hotel and Restaurant ManagementEastern Mindanao College of Technology · 2007 — 2009
- Secondary EducationSouthern Mindanao Colleges · 2006 — 2007
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