Mc Ejay Juaño
Pâtea,New Zealand
Summary
Results-oriented professional with over 15 years in Call Center operations, driving sales and customer satisfaction in telecommunications and retail. Progressed from CSR to Operations Manager, developing high-performing teams and exceeding KPIs. Proficient in Microsoft Office and reporting tools, including Power BI and Salesforce.
Overview
19
19
years of professional experience
Work History
Service Delivery Operations Specialist
Accenture Inc.
04.2020 - Current
- Championed Verizon Business operations, ensuring the achievement of operational KPIs, customer satisfaction targets, and overarching business objectives.
- Leveraged Power BI dashboards and reporting tools to scrutinize trends, identify opportunities, and facilitate data-driven decision-making.
- Utilized Salesforce CRM to manage customer-related processes, generate reports, and engage with stakeholders.
- Supported digital transformation initiatives focused on optimizing workflows, enhancing reporting accuracy, and improving service delivery effectiveness.
- Employed Microsoft Copilot and Google Gemini to elevate productivity, streamline research, bolster documentation, and refine business analysis.
- Collaborated with operations, workforce management, quality assurance, training, and leadership teams to implement robust process improvements.
- Authored executive reports, presentations, and business insights crucial for strategic planning and informed decision-making.
- Mentored and coached supervisors and staff to elevate performance and achieve optimal operational outcomes.
Team Manager
IBEX Global
04.2018 - 03.2020
- Directed teams ranging from 13 to 20 employees across customer service, retail and financial projects.
- Spearheaded lean management and technology adoption initiatives across multiple teams.
- Instituted process improvements and workflow enhancements that significantly boosted productivity and service quality.
- Analyzed operational data and customer feedback to pinpoint areas for enhancement.
Operations Manager
Access Worldwide
01.2012 - 02.2018
- Directed teams ranging from 15 to 100 employees across sales and customer service operations.
- Instituted process improvements and workflow enhancements that significantly boosted productivity and service quality.
- Orchestrated cross-functional initiatives with operations, quality assurance, training, workforce management, and client stakeholders to enhance collaboration and service delivery.
- Analyzed operational data and customer feedback to pinpoint areas for enhancement.
- Spearheaded project targeting bottom 20% in customer satisfaction, achieving average 15% improvement in scores.
- Generated detailed performance reports and led business reviews for senior leadership to inform strategic decision-making.
Wait Staff Member
Chowking
01.2007 - 12.2007
- Managed food and beverage orders to ensure timely service and customer satisfaction.
- Provided excellent customer service in a fast-paced dining environment.
- Addressed customer complaints promptly to enhance satisfaction and encourage repeat visits.
- Maintained cleanliness of dining area to enhance guest experience during service hours.
Education
BSBA - Operations Management
Lyceum of the Philippines University
BSBA - Management
Rizal Technological University
Fitter Machinist -
Don Bosco Training Center
Skills
- Interpersonal and communication
- High attention to detail
- Problem solving and analytical
- Organizational
- Stakeholder management
- Microsoft Office proficiency
- Project management
- Reporting tools expertise
- AI tools proficiency
- Navigating multiple systems
- Team collaboration
- Adaptable to feedback
Languages
English, 7
Languages
English
Native/ Bilingual
Tagalog
Native/ Bilingual
Accomplishments
- Top Seller Award - Dec 2012
- Operations Manager of the Year - 2016
Timeline
Service Delivery Operations Specialist
Accenture Inc.
04.2020 - Current
Team Manager
IBEX Global
04.2018 - 03.2020
Operations Manager
Access Worldwide
01.2012 - 02.2018
Wait Staff Member
Chowking
01.2007 - 12.2007
BSBA - Operations Management
Lyceum of the Philippines University
BSBA - Management
Rizal Technological University
Fitter Machinist -
Don Bosco Training Center