Ron R.

Experience

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  TELUS International Philippines

  May 2014 - Apr 2016

  Technical Support Operations II
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  Cognizant

  Apr 2016 - Mar 2017

  Subject Matter Expert

  ● Developed all process controls and metrics for daily management of the CallCenter● Prepared reports communication for management and clients● Provided feedback and coaching to employees regarding their performance● Served as the Team Lead in the absence of the manager● Provided immediate support to the associates★ Cognizant Rockstar (Top Performer) of the Year 2017 ★

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  Wells Fargo

  Mar 2017 - Jun 2023

  Team Leader

  ● Led the development of the business line by establishing structures and processes that aligned with the company's strategic objectives. ● Developed tools to enhance team efficiency and execution, resulting in a significant improvement in the accuracy of the business line's operations. ● Provided daily support and ongoing coaching to foster employee development. ● Curated and presented reports communication for management statistics ● Regularly spearheaded activities and engagement initiatives and activities ★ Accolades ★● Top Team Lead for Customer Remediation, Center of Excellence for Q1, Q2, and Q3 ● Designated Leader for Learning Pillar Training Structure Show less

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  Infosys BPM

  Jun 2023 - Mar 2024

  Operations Team Manager

  ● Manages a team on a day-to-day basis in delivering and meeting SLA to drive the success of the business● Develops tools and initiatives for the improvement of the program’s efficiency and execution● Drives career and personal development for the team’s individual and team growth● Initiates solutions and process improvement initiatives to address pain points and bottleneck in the operational process

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  Cloudstaff

  Mar 2024 - Dec 2024

  Growth Manager

  ● Develop a profound understanding of clients' business operations, challenges, and staffing needs● Employ mutual account planning and account sales planning tools to systematically approach growth; regularly update and seek cross-functional feedback to refine these strategies to achieve defined growth KPIs● Continuously identify opportunities for process, training, and offering enhancements● Act as a leader for staff relations in engaged portfolio.● Serve as a point of escalation for key client issues and apply methodologies like executive steering committees to resolve them effectively Show less

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  Outsourced

  Dec 2024 - now

  Client Success Manager

  ● Serve as the main point of contact for VIP clients, fostering strong relationships andensuring their business needs are met.● Identify and pursue upsell opportunities within existing VIP client accounts to driverevenue growth.● Develop customized strategies to help clients expand their teams or add additionalservices from Outsourced.● Collaborate with the Client Success Team and internal departments to ensure aseamless client experience and the delivery of top-tier service.● Regularly assess client needs and provide proactive solutions to enhance theirexperience and satisfaction with Outsourced’s services.● Present quarterly business reviews and growth plans to VIP clients, outliningperformance, achievements, and future opportunities.Conduct basic financial analysis to evaluate the profitability of client accounts, includingtracking service costs, revenues, and ROI.● Collaborate with the finance team to monitor and manage client budgets, ensuringservices are delivered within financial expectations.● Identify cost-saving opportunities while maintaining or improving service quality andclient satisfaction.● Track revenue growth within client accounts, identifying trends that influence profitabilityand ensuring alignment with company financial goals. Show less