Benjamin Tiongson Jr., CSSYB

Experience

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  ONE Contact Center

  May 2006 - Aug 2006

  Sales Specialist

  Outbound Telemarketing offering timeshare

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  Teleperformance

  Sept 2006 - Jan 2007

  Technical Support Representative

  Supporting customers in resolving their technical concerns

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  Banco de Oro, Universal Bank, Inc.

  Feb 2007 - Jun 2007

  Collections Officer

  • Telephoned cardholders for their past due accounts. • Responsible for reminding payments and updating cardholders accounts.

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  Admerex Solutions Inc.

  Jul 2007 - Dec 2020

  • Responsible for forecasting, staff scheduling, employee performance management, attendance, and vacation leave planning to improve employee productivity, and drive efficient time and attendance tracking.• Drive decision-making and prioritization for operations through analyzing data, identifying trends, and producing optimized workforce strategies.• Perform deep-dive analysis to deliver insights on the root causes of issues and make recommendations to drive changes in operations strategy. Show less

  • Operations Manager

    Jan 2017 - Dec 2020

  • Workforce and Analytics Manager

    Jan 2016 - Dec 2016

  • Team Manager

    Oct 2012 - Dec 2015

  • Team Lead

    Mar 2009 - Sept 2012

  • Assistant Team Lead

    Jan 2008 - Feb 2009

  • Collections Specialist

    Jul 2007 - Jan 2008
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  Support Services Group

  Jan 2021 - Jan 2022

  Senior Operations Manager

  • Determines call center operational strategies by conducting needs assessments, performance reviews, capacity planning, learning and development initiatives, and cost/benefit analysis.• Identifies, designs, and creates effective business solutions, to meet client and company set key performance metrics and revenue targets.• Constantly finding ways to increase the quality of customer service, customer satisfaction, and customer experience.

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  Open Access BPO

  Jan 2022 - Jan 2023

  Sr. Program Manager

  - Ensuring all operational KPIs and revenue goals are achieved. - Maintaining good client relationships.- Continuously innovating, creating, and enhancing operational processes to improve customer experience.- Providing effective leadership, direction, support, and career development plans in a manner consistent with the company's Core Values and business objectives.- Developing strategies and action plans to continuously improve employee retention and satisfaction- Driving cost efficiency by regularly practicing cost and benefit analysis and understanding the impact of decisions and actions based on the overall company's financial performance. Show less

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  Support Services Group - Philippines

  Jan 2023 - Feb 2024

  Director of Operations

  - Leading a team of operations managers with 1,500+ FTEs to oversee the delivery of high-quality services and solutions to clients across multiple industries and different lines of businesses- Driving operational excellence by implementing and managing processes, tools, and systems to optimize efficiency, productivity, and quality metrics- Developing and maintaining strong relationships with clients, ensuring their needs are met and exceeded, and identifying opportunities for growth and expansion- Collaborating with cross-functional teams, including finance, human resources, and IT, to ensure seamless delivery of services and alignment with organizational goals and objectives- Providing strategic leadership and direction to the operations team, setting clear expectations, and ensuring a culture of continuous improvement, innovation, and accountability- Staying up-to-date with industry trends, best practices, and emerging technologies to drive innovation and competitive advantage- Ensuring compliance with legal and regulatory requirements, maintaining high standards of data security and privacy, and implementing risk mitigation strategies- Managing budgets, resources, and timelines, and providing regular reports and updates to senior leadership and stakeholders.Programs: Disney+ NA, Disney+ PH, Smart, PLDT, Globe, BDO, BPI, Metrobank, Unionbank, Maybank, PNB, Chinabank, Mynt Show less

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  UnionDigital Bank

  Feb 2024 - now

  Collections Lead

  - Lead the debt collection department at UnionDigital Bank, overseeing all aspects of debt recovery.- Develop policies and processes to streamline debt collection operations, ensuring efficiency and compliance with regulations.- Implement strategies for effective debt recovery, utilizing both in-house resources and outsourced partners.- Monitor and optimize end-to-end debt collection processes to maximize collection rates, recovery rates, reduce delinquency rate and minimize losses.- Collaborate with other departments to identify and address potential issues impacting debt collection efforts.- Provide leadership and guidance to the collection team, fostering a culture of excellence and continuous improvement. Show less