Senior Operations Supervisor
Pathcutters Philippines Inc
Total years of experience :15 years, 7 Months
As a Senior Operations Supervisor, I oversee Operations Supervisors who are managing employees providing back office support for various businesses in Australia and New Zealand. I promote better client relations to establish a long term relationship and make sure that the demands or their business are met accordingly. I am also directly involved in building and implementing business process and strategies, as well as, performance management,
• Responsible for overseeing office services by organizing the head office’s operations; controlling correspondence; designing filing systems; reviewing and approving supply requisitions; performing, assigning and monitoring clerical functions, particularly on data encoding through Oracle.
• Managed the reception desk; supervises receptionists, welcoming\greeting visitors, clients, and business partners, takes in inbound calls and inquiries, as well as customer complaints.
• Achieves financial objectives by controlling food cost, setting food cost limit, analyzing variances and profitability.
• Staff recruitment: screening and interviewing applicants for both local recruits (Saudi Arabia) and abroad (Philippines), member of interviewing panel for internal applicants, also assisted on formal hiring process e.g. serving job offer, communicating/following up with applicants in Saudi Arabia for employment pre-requisites, coordinating with agencies in the Philippines during recruitment and visa processing of newly hired Filipino workers, and point of contact for senior level management applicants.
• Conducted new employee orientation, communications (English) product specifics training for service crews and management training for restaurant managers, coaching and counseling.
• Assisted the Marketing department in organizing events such as product promotions, company sponsored gatherings, production of marketing materials and photographing food.
• Executive secretary to the General Manager.
• Arranged meetings, created agendas, took minutes and followed up on actions.
• Created itineraries and made travel arrangements for the General Manager.
• Communicated to other departments and members of the staff, as well as, to prospective business partners on behalf of the General Manager.
• Point of contact; internal and external communication.
• Proof-reader and technical writer.
• Responsible for the preparation of the restaurants’ quarterly Red Book, creating a unique copy for each restaurant for all 32 branches.
• POC member - staff accommodation/villa: reinforced accommodation policies and safety standards, addressed maintenance related issues by designating tasks, and performed other duties as deemed necessary to maintain order and safety of company properties within the vicinity.
• Contract administration (Housing).
• Receive and resolve residential related complaints.
• Welcoming and orienting new residents.
• Communications and product specifics training.
• Quality monitoring and assessment.
• Coaching - Provided feedback to colleagues in regard to performance and facilitated the exploration of needs, motivations, desires, skills and thought processes to assist agents in creating S.M.A.R.T goals to address performance gaps.
• Point of escalations.
• Also take of charge of several administrative tasks e.g. creating KAUST Housing Agreement, filing, etc.
• Organize and conduct community engagement programs such as, community tour for new residents.
1. Training - Consistently give each team member the knowledge and skills to do the job.
2. Measure - Assessing an employee to determine his capabilities and potentials.
3. Coaching - Provide feedback on good practices that need to be maintained and behaviors that need to be redirected. Coaching involves developing of action plans to:
• Maintain the acceptable level of performance.
• Encourage employees to set higher performance goals and create action plans to achieve them in the next evaluation.
• Identify areas of opportunities.
• Redirect behaviors causing performance gaps.
4. Motivate - In most situations, feedback sessions are focused on giving recognitions to employees for their performance. Incentive schemes are also implemented to encourage or drive employees achieve the desired level of performance.
• Monitor and asses calls, chat and e-mails per quality guidelines set by the the client or the company.
• Provide feedback or coaching.
• Track and analyze unresolved issues of customers. This data will be used for coaching agents.
• Floor support
• Point of escalations
• Customer support through phone, chat, and email.
• Answer queries about products and services.
• Problem solving
• Account management
• Scope of Suppot: Billing, Fraud/Buyer Protection, eBay Stores, Buy-Sell-Registration.
• Managed the day-to-day planning, operation and problem-solving of a group of agents to meet the required service level components, standards and service quality.
• People Management, including all HR related issues
• Operational Management: Managing the floor, adherence to schedule.
• Call monitoring, coaching and feedback, responsibility for the delivery of the defined customer experience in every call.
• Compiling reports of team performance, and customer feedback.
• Communication and acting as a focal point of dissemination of information from management to team and vice versa.
• Understanding the strengths and weaknesses of each member of the team - recognizing agent’s performance, and offering solutions to improve performance.
• Setting up and troubleshooting LAN and WLAN (DSL and Fiber Optic connections).
• Configuring, recovering, and upgrading modem firmware.
• Providing solutions for issues related to Personal homepages, e-mail, Mail Client, Internet Browser, and Security Software.
• Providing full support for Windows and Macintosh Operating Systems.
* Degree: Bachelor of Science in Information Management University of St. La Salle - Bacolod City, Philippines 2002-2006
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