Associate Manager – Service Delivery (T-Mobile for Business) - Sutherland Global Services - Tarlac City, Philippines
(2019-09 - 2026-06)
- Led and managed daily operations of a customer service team, ensuring consistent achievement of operational goals, KPIs, and service level agreements.
- Supervised, coached, and mentored team members to improve performance, enhance productivity, and support career development.
- Conducted regular performance evaluations, one-on-one coaching sessions, and development planning to drive continuous improvement.
- Fostered a positive and collaborative work environment that encouraged employee engagement, accountability, and teamwork.
- Managed employee relations by addressing performance concerns, resolving workplace conflicts, and implementing corrective actions when necessary.
- Monitored operational metrics and analyzed performance trends to identify opportunities for process improvement and increased efficiency.
- Developed and implemented action plans to improve productivity, quality, and customer satisfaction.
- Ensured compliance with company policies, operational procedures, and quality standards.
- Collaborated with cross-functional departments to resolve operational challenges and improve customer experience.
- Managed staffing requirements and resource allocation to ensure optimal workforce coverage.
- Handled customer escalations and ensured timely resolution of complex service issues.
- Prepared operational reports and presented performance updates, trends, and recommendations to senior management.
- Facilitated team meetings, coaching sessions, and knowledge-sharing activities to promote communication and continuous learning.
Barista / Bartender / Commis Chef - Capri Juice - Al Ain, Abu Dhabi, United Arab Emirates
(2018-06 - 2018-12)
- Delivered exceptional customer service while preparing and serving high-quality beverages and food items.
- Maintained cleanliness, food safety, and hygiene standards in accordance with company policies.
- Assisted in inventory monitoring and ensured product availability during operating hours.
- Worked efficiently in a fast-paced environment while maintaining service quality and customer satisfaction.
Captain Waiter / Captain Barista - Dawaaq Café - Al Ain, Abu Dhabi, United Arab Emirates
(2017-06 - 2018-02)
- Supervised daily front-of-house operations and coordinated service staff to ensure smooth restaurant operations.
- Provided leadership and on-the-job coaching to team members.
- Ensured excellent customer service and addressed customer concerns promptly.
- Assisted in maintaining operational standards and quality service delivery.
Trainer / Team Leader / Bartender - Chili's Restaurant - Al Ain, Abu Dhabi, United Arab Emirates
(2016-05 - 2017-03)
- Trained newly hired employees on customer service standards, restaurant procedures, and operational policies.
- Led shift operations and supported daily restaurant activities to ensure efficient workflow.
- Assisted management in maintaining service quality and operational consistency.
- Provided excellent customer service while preparing beverages and supporting restaurant operations.
Machine Operator - Sino-American Silicon Products Inc. - Chunan, Taiwan
(2011-02 - 2012-02)
- Operated manufacturing equipment while ensuring compliance with production and quality standards.
- Conducted routine equipment inspections and reported operational issues.
- Maintained workplace safety and adhered to company manufacturing procedures.
