Amor Christi Rivadeneira
Summary
As an Operations Manager in the BPO industry, I specialize in optimizing processes, enhancing team performance, and delivering exceptional client satisfaction. With a strong background in operational efficiency, I have successfully led diverse teams to achieve and exceed performance targets. My expertise lies in implementing innovative solutions, driving continuous improvement, and fostering a collaborative work environment. Passionate about leveraging technology and data-driven insights, I am committed to streamlining operations and achieving sustainable growth. My leadership style is rooted in empathy, clear communication, and a relentless focus on results, ensuring that clients and team members thrive.
Overview
16
16
years of professional experience
Work History
Operations Manager
Accenture (Verizon Enterprise Service Desk)
03.2020 - 03.2024
- Day-to-day operations oversight of 115 people and 40 people in our operations counterpart in Bangalore
- Worked with the Business Excellence Team to ensure all SLA/KPI targets are met
- Oversaw cross-training as a result of a change in business model, facilitated approval from clients, planned execution of training, and monitored progress for stakeholders
- Worked with clients to acquire more volume on a capped capacity
- Mentored leads on their Business Advisor projects reducing rework.
Operations Team Leader
Accenture (Verizon Enterprise Service Desk)
03.2017 - 03.2020
- Provided coaching on customer service methods
- Communicated daily feedback on metrics and manage the individual performance of each team member
- Conducted daily and weekly team meetings and Business Excellence sessions
- Initiated and facilitated Business Excellence action plans for process improvement
- Conducted technical skills interviews for candidates suited for the project
- Transferred operations headcount to Cebu City from Bangalore City from 14 to 75
Network Operations Analyst
Accenture (Verizon Manage & Repair))
07.2011 - 03.2017
- Layer 1 troubleshooting for data circuits (PIP, Internet, Point to Point)
- Continuity testing from provider edge router across third party network going to customer edge router
- Engagement with dispatch team to replace defective hardware/module.
Technical Support Representative
Sutherland Global Services
03.2008 - 03.2011
- Provided on the phone troubleshooting support for TV, Internet, and VOIP service
- Engaged with dispatch team to replace defective customer hardware (TV box, VOIP phone, router)
- Provide on the phone order support for online shopping catalogs
Education
Ateneo de Davao University
03.2007
Skills
- Operations Management
- Performance Management
- Project Management
- Client/Stakeholder Management
- Business Excellence
- Organization Management and Planning
- Quality Management
- People Development
- Customer Service
References
Available upon request
Timeline
Operations Manager
Accenture (Verizon Enterprise Service Desk)
03.2020 - 03.2024
Operations Team Leader
Accenture (Verizon Enterprise Service Desk)
03.2017 - 03.2020
Network Operations Analyst
Accenture (Verizon Manage & Repair))
07.2011 - 03.2017
Technical Support Representative
Sutherland Global Services
03.2008 - 03.2011
Ateneo de Davao University
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