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About Amylene Sy

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Amylene Sy is currently living in cebu city, Philippines, working as an Operations Manager in "WIPRO" and is interested in Business for Sale, Call Centers, Communications, Consulting, Gifts / Accessories, Health & Beauty, Home Based Biz, HospitalityTravel, Marketing, Presentations, Products, Services, Telecommunications, Work from Home.
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Job Title

Operations Manager

Company

Location

cebu city, Philippines

Categories of Interest

Business for Sale, Call Centers, Communications, Consulting, Gifts / Accessories, Health & Beauty, Home Based Biz, HospitalityTravel, Marketing, Presentations, Products, Services, Telecommunications, Work from Home

Resume

sy, amylene


Personal Particulars
Age : 39 years 11 month(s)
Date of Birth : 28 Jan 1969
Nationality : Philippines
Gender : Female
Marital Status : Single
Driver's License No. : G07-90-000452
Permanent Residence : Philippines

Educational Background

Professional License (Passed Board/Bar/Professional License Exam)
Field of Study : Medical Science
Major : Medical Technology
Institute/University : Cebu Institute of Medicine - Velez College, Philippines
CGPA : 90/100
Graduation Date : Mar 1990

Post Graduate Diploma / Master's Degree
Field of Study : Marketing
Major : Sales
Institute/University : SB Academy, Philippines
CGPA : 90/100
Graduation Date : Dec 1999

Certification
Registered Medical Technologist (1990)










Employment History

TeleTech Customer Management Center
Position Title : Senior Operations Manager
Position Level : Assistant Manager / Manager
Specialization : Corporate Strategy/Top Management
Industry : Call Center / IT-Enabled Services / BPO
Duration : Oct 2006 September 30, 2008
Monthly Salary : Peso 120000
Work Description:
JOB SUMMARY
Responsible for planning, coordinating, and executing the different operational strategies to achieve company and client overall business goals; for demonstrating sound fiscal management in achieving profitability goals; for continuously developing and implementing various process improvement initiatives to best attain service level objectives in call handling and target absenteeism and tardiness rates; for providing leadership in ensuring the development plan of team leaders through trainings and other interventions; and for increasing the retention rate of top performers, controlling the programs expenses including overtime, and for representing the company in various social gatherings.
DUTIES
2.Ensures with the Shift Manager on duty the attendance for the day, determine Team Workstation Plotting for the rounds later in the day.
3.Reviews Daily Call Management System Report. Monitors the queue and regularly checks the running service level
4.Conducts coaching/mentoring session with direct reports to discuss balance scorecard, program deliverables, over-all team performance, special projects and other issues and concerns.
5.Performs Management By Walking Around (MBWA) through spot-checking, queue monitoring, and service observe.
6.Updates the Daily Performance Tracking Report
7.Coordinates with various support units for operational needs and requirements.
8.Ensures that the Daily Shift Record of his/her team is completely accomplished before submission to Finance.
9.Reviews the daily report for Corporate Growth and Planning on resource allocation.
10.Performs Post-shift Activities
11.Attends to various meetings to discuss
12.Attends to various meetings to discuss program performance:
13.Ensures that Monthly General Assemblies of the whole program is observed to serve as venue for discussion and exchange of ideas, presentation of team performances and open forum for program issues and concerns.
14.Prepares report on Revenue Forecasting and Budgeting using historical data.
15.Participates in the Quarterly Business Review. Presents to the Business Unit Head, Site Director, Client Manager and representatives from the clients the quarterly performance of the program.
16.Presents to the Senior Management Team and Workforce Management on the programs last quarter performance against the targets; and participates in the goal-setting and revenue/capacity forecasting for the next quarter
17.Reviews Quarterly Performance Reports and initiates quarterly program review with the client.
18.Conducts Quarterly Program-level Planning Session. Identify areas for improvement and prepares action plan; reviews results of the Employee Satisfaction Survey and prepares SWOT Analysis.
19.Accomplishes Quarterly Performance Appraisal.
20.Participates in the quarterly company, site and business unit general assemblies.
Semi-annual and Annual Activities
21.Reports the annual program performance to the client.
22.Participates in the annual contract review and negotiations.
23.Participates on the Corporate-level Planning Session as requested. Gives input in the preparation of the Annual Operating Plan.
24.Prepares an Annual Financial and Headcount forecast based on historical data.
25.Participates in the companys annual Christmas party presentation, Halloween programs, sports fest and other company activities.


eTelecare Global Solutions
Position Title : Operations Officer-In-Charge
Position Level : Assistant Manager / Manager
Specialization : Others/Category not available
Industry : Call Center / IT-Enabled Services / BPO
Duration : Nov 2005 - May 2006
Monthly Salary : -
Work Description:
JOB SUMMARY
Responsible for planning, coordinating, and executing the different operational strategies to achieve company and client overall business goals; for demonstrating sound fiscal management in achieving profitability goals; for continuously developing and implementing various process improvement initiatives to best attain service level objectives in call handling and target absenteeism and tardiness rates; for providing leadership in ensuring the development plan of team leaders through trainings and other interventions; and for increasing the retention rate of top performers, controlling the programs expenses including overtime, and for representing the company in various social gatherings.
DUTIES
2.Ensures with the Shift Manager on duty the attendance for the day, determine Team Workstation Plotting for the rounds later in the day.
3.Reviews Daily Call Management System Report. Monitors the queue and regularly checks the running service level
4.Conducts coaching/mentoring session with direct reports to discuss balance scorecard, program deliverables, over-all team performance, special projects and other issues and concerns.
5.Performs Management By Walking Around (MBWA) through spot-checking, queue monitoring, and service observe.
6.Updates the Daily Performance Tracking Report
7.Coordinates with various support units for operational needs and requirements.
8.Ensures that the Daily Shift Record of his/her team is completely accomplished before submission to Finance.
9.Reviews the daily report for Corporate Growth and Planning on resource allocation.
10.Performs Post-shift Activities
11.Attends to various meetings to discuss
12.Attends to various meetings to discuss program performance:
13.Ensures that Monthly General Assemblies of the whole program is observed to serve as venue for discussion and exchange of ideas, presentation of team performances and open forum for program issues and concerns.
14.Prepares report on Revenue Forecasting and Budgeting using historical data.
15.Participates in the Quarterly Business Review. Presents to the Business Unit Head, Site Director, Client Manager and representatives from the clients the quarterly performance of the program.
16.Presents to the Senior Management Team and Workforce Management on the programs last quarter performance against the targets; and participates in the goal-setting and revenue/capacity forecasting for the next quarter
17.Reviews Quarterly Performance Reports and initiates quarterly program review with the client.
18.Conducts Quarterly Program-level Planning Session. Identify areas for improvement and prepares action plan; reviews results of the Employee Satisfaction Survey and prepares SWOT Analysis.
19.Accomplishes Quarterly Performance Appraisal.
20.Participates in the quarterly company, site and business unit general assemblies.
Semi-annual and Annual Activities
21.Reports the annual program performance to the client.
22.Participates in the annual contract review and negotiations.
23.Participates on the Corporate-level Planning Session as requested. Gives input in the preparation of the Annual Operating Plan.
24.Prepares an Annual Financial and Headcount forecast based on historical data.
25.Participates in the companys annual Christmas party presentation, Halloween programs, sports fest and other company activities.


eTelecare Global Solutions
Position Title : Shift Manager
Position Level : Assistant Manager / Manager
Specialization : Others/Category not available
Industry : Call Center / IT-Enabled Services / BPO
Duration : Nov 2004 Nov 2005
Monthly Salary : -
Work Description:
JOB SUMMARY
Responsible for ensuring that the shift is productive in terms of meeting the performance objectives and has the appropriate number of agents or representatives that are working to answer all calls on queue; for constantly monitoring the shift through an effective queue management based on the report provided by the Productivity Assurance Coordinators; for giving timely feedback to Team Leaders based on the customer satisfaction survey in order to address areas for improvement; and for conducting regular coaching and mentoring with his/her direct reports to discuss set goals and objectives and possible development plans.
DUTIES AND RESPONSIBILITIES
DAILY DUTIES:
1.Performs Pre-shift Activities:
Checks e-mails and respond on those requiring immediate attention. Reviews outlook calendar for scheduled meetings or teleconferences.
Checks all documents from in-tray for review and approval.
Prepares To Do List for the day.
Conducts meeting with the Team Leaders to discuss briefly previous days performance and cascade important company announcements/updates.
2.Checks for the shift attendance and reports all absences. Monitors the queue and ensures that there are enough Customer Service Agents / Technical Support Representatives to answer the calls. If calls are queuing, requests Team Leaders to take in calls if necessary.
3.Updates the AR Tool to track shift attendance, indicate reasons for absences.
4.Acknowledges or sends commendation to the teams with perfect attendance.
5.For Sales Business Unit, checks for sales updates and reports from the client and alerts team leads regarding trends from sales performance; checks team stats and sends pulse check to remind agents on their goals for the day; and sends out spiff for the day.
6.Conducts live barges to monitor actual calls.
7.Checks Process Compliance Report from Quality Assurance and prepares action plan if necessary.
8.Conducts process and compliance audits on the floor to ensure that everyone is calibrated on the different initiatives or action plans implemented.
9.Conducts coaching and mentoring session with direct reports to continuously motivate and address any morale issue due to the nature of the program.
10.Performs Post-shift Activities:
Conducts short meeting with Team Leaders if necessary to discuss the days performance.
Observes Team post-shift meetings.
Checks and responds to e-mails.
PERIODIC DUTIES:
Weekly Activities
11.Attends to various meetings to discuss program performance and other issues/concerns:
Site Meeting
SOIC/SM Meeting
Shift Meeting
QA Calibration Meeting
12.Participates in the client conference calls.
13.Prepares weekly compilation of all company announcements and shift updates.
14.Reviews the Team Leaders coaching logs for their agents.
15.Updates the shift weekly report on metrics.
16.Prepares and releases the list of the shifts Top Weekly Performers.
17.Reviews and submits the Daily Shift Record (DSR).
18.For FSBU, prepares weekly Stack Ranking; Headcount/Roster Reconciliation Report indicating the movement of people, transfers and resignations; and Program Report showing sales and total calls converted.
Monthly Activities
19.Reviews and updates Balance Scorecards (BSC), including the direct reports BSC.
20.Reviews and analyzes monthly shift and performance.
21.Participates in organizing the monthly shift General Assemblies (GA).


Prudential of America
Position Title : Sales Unit Business Associate/Sales Manager
Position Level : Assistant Manager / Manager
Specialization : Marketing/Business Development
Industry : Insurance
Duration : Aug 2002 - May 2004
Monthly Salary : -
Work Description:
Development and Management of Sales Business Unit.
Recruitment and Training Group to form Business Units for Life Planners
Management of Seed Capital and Resources of Life Planners
Qualifier for the Presidents Trophy Convention in 2003 Beijing, China

GlaxoSmithKline
Position Title : Area Business Manager / District Manager
Position Level : Assistant Manager / Manager
Specialization : Sales - Corporate
Industry : Retail / Merchandise
Duration : Jan 2000 - Feb 2002
Monthly Salary : -
Work Description:
RESPONSIBILITIES:
Take the lead role in selling pharmaceutical products/services to prospective healthcare organizations along with managing distribution partners within an assigned geographical region.
Responsibility for the sales process from initial point of contact (lead generation), presentations, proposals, through contract negotiations and execution. Meet/exceed minimum quarterly and annual sales objectives.
Work closely with the operational and tele-services teams, utilize relationships to ensure that product implementation schedules are met.
Facilitate strategic partners' resources to assist in the sales process.
Engage, equip, and lead all sales channels (including distribution partners) with appropriate training, tools, and strategy development for pharmaceutical products/services.
EXPERIENCES GAINED:
Experience in selling intangible/conceptual products/services within the medical profession including hospitals and diagnostic imaging centers at executive level. (senior administration, board, committees, department heads and physicians,etc.)
Skills gained in use of internet, software applications including PowerPoint, Word. Excellent oral and written communication skills and knowledge of health care information.

SmithKline Beecham
Position Title : Area Business Manager
Position Level : Assistant Manager / Manager
Specialization : Sales - Corporate
Industry : Retail / Merchandise
Duration : Jan 2000 - Aug 2000
Monthly Salary : -
Work Description:
Maintained a double digit growth for sales in all key cities (Davao, General Santos, Zamboanga, Cotabato) since the start of the year despite the peace and order
situation in Mindanao.
Top ABM for Bactroban in Visayas and Mindanao (Jan-April).
One of the biggest contributor to national sales in terms of number of Augmentin
vials sold in major hospitals (Davao Doctors Hosp., San Pedro Hosp.)
in January to April.
Management of Representation Expenses and Resources of all territories
Convinced 4 PSRs to conform with the new policy on MD Call/MD Seen and to the new incentive scheme.
Performed at 96% vs target for March YTD and at 90% by end of June despite one vacancy from October 2000.
Management of Representation Expenses and Resources of all territories
Re-grouped the Cebu Sales Team and refocused plans for each team member
Management of Representation Expenses and Resources of all territories.
SmithKline Beecham
Position Title : Professional Service Representative - Vaccine Division
Position Level : Supervisor / 5 Yrs & Up Experienced Employee
Specialization : Sales - Corporate
Industry : Retail / Merchandise
Duration : Jan 1999 - Dec 1999
Monthly Salary : -
Work Description:
Sold the most number of Engerix-B vials for the year (more than 3,300 vials)
Developed the business for Engerix-B at WORLD VISION in Cebu City
Top 2 Vaccine PSR by year-end.


SmithKline Beecham
Position Title : Professional Service Representative Specialty Team
Position Level : Supervisor / 5 Yrs & Up Experienced Employee
Specialization : Sales - Corporate
Industry : Retail / Merchandise
Duration : Jan 1997 - Dec 1998
Monthly Salary : -
Work Description:
One of the 5 pioneer members of the Specialty Team.
The first SB PSR to cover the whole of Visayas and Mindanao.
Developed the business for SEROXAT in key cities in Vis-Min (Cebu, Iloilo,
Bacolod, Cagayan de Oro, Butuan, Pagadian, Davao, General Santos,
and Zamboanga).


SmithKline Beecham
Position Title : Professional Service Representative
Position Level : 1-4 Yrs Experienced Employee
Specialization : Sales - Corporate
Industry : Retail / Merchandise
Duration : Apr 1991 - Dec 1996
Monthly Salary : -
Work Description:
Increased vial demand for Augmentin at Cebu Doctor's Hospital by 50%.
Ranked 9th in the Product Assessment for BACTROBAN awarded in HongKong
year 1995.
Accredited member of the first SB Academy








Top Skills
(Proficiency: Advanced - Highly experienced; Intermediate - Familiar with all the basic functionalities; Beginner - Just started using or learning the skill)
Skill Years Proficiency
MS Office >5 Advanced
sales and marketing >5 Advanced
driving >5 Advanced
Effective Communication >5 Advanced
Building and Leading a Team >5 Advanced
Managing Performance >5 Advanced
Problem Solving and Decision Making >5 Advanced
Developing Self and Others >5 Advanced
Project Management >5 Advanced
Planning, Organizing, Executing >5 Advanced

Trainings/Career Developments
Sales Managers Workshop Kab Sun Hong
Sales Managers Workshop Myung Won Jeong
Sales Managers Training Course Myung Won Jeong
First Training Program Myung Won Jeong
Interaction Management Clarence Salibay
Seven Habits of Highly Effective People Workshop - Liza Gonzales
Handling Employee Complaints - Josephus Jimenez
Employee Management & Grievance Handling Josephus Jimenez
Basic Supervisory Course Armando Bongco Jr.
Coaching Skills Stephen Camilleri
Leadership Essentials Angela Lagman
Marketing Strategy Josiah Go
Systemic Managerial Analysis Asia Business Consultants
Finance for Non-Finance Managers Helen Gutierrez
Field Sales Management Reynaldo Encarnacion
PSS 2000 SmithKline Beecham
Team Building Workshop SmithKline Beecham
Premiere Beyond 2000 SmithKline Beecham
SB Academy SmithKline Beecham
SB Betterway SmithKline Beecham
7 Habits of Highly Effective People SmithKline Beecham
eTelecare Global Solutions
Building and Leading a Team Roz Segovia
Managing Performance Roz Segovia
Continous Improvement / Problem Solving and Decision Making
Brenda Abarabar
Developing Self and Others Vina Villegas



TTECH University
ACN 2Wire 1070B Modem Bridge Mode
ACN 3rd Party Router Support
ACN Antivirus/Firewalls
ACN ATM Ping - Part 2 Accessing Modem GUIs
ACN ATM Ping Part 1
ACN CTI Lite Enhancement Training
ACN DSL Dry Loop
ACN DSL Overview Can't Connect with Sync
ACN DSL Overview Connection No Browse
ACN DSL Overview Connection Slow Browse
ACN DSL Overview No Sync
ACN Genesys Screenpop
ACN Password Reset
ACN Troubleshooting 4100/5100b
ACN Troubleshooting Email
ACN TrueSwitch
Adobe Acrobat 6.0 Fundamentals
Call Center Management: Managing an Inbound Call Center
Call Center: Inbound Customer Service
Cisco MeetingPlace Advanced Web Conferencing
Cisco MeetingPlace Introduction
Cisco MeetingPlace Introduction to Web Conferencing
Cisco MeetingPlace Outlook Integration
Code of Conduct
Customer Relationship Management: eCRM
Customer Relationship Management: Fundamentals of CRM
eyeQ360 Evaluator Training
Fraud Prevention for Supervisors and Managers
GSD Supervisor Certification Exam
Information Security: You Are Key
ISO 9001:2000: Implementing Standards
ISO 9001:2000: Overview of Standards
ISO 9001:2000: Overview of Standards
Microsoft Excel 2003 Fundamentals
Project Management: The Fundamentals
Six Sigma Part 1: Six Sigma Essentials
Six Sigma Part 3: Managing Six Sigma Projects
STEP Six Sigma White Belt
Advanced Six Sigma: The Measure and Analysis Phases of DMAIC
STEP Six Sigma White Belt Certification Exam
STEP Six Sigma White Belt Project Approval
Supervisor Adaptive Coaching for Results - Part 1
Supervisor Adaptive Coaching for Results - Part 2
Supervisor Phase I Certification Exam
Supervisor: Introduction to Supervision
Supervisor: Managing by the Metrics

Languages
(Proficiency: 0=Poor - 10=Excellent)
Language Spoken Written
English 10 10
Filipino 10 10



Additional Info
I was hired by TeleTech as a Senior Operations Manager as part of the pioneer team to start
the business of the site in Cebu City. I launched the expansion of the largest customer service account of TeleTech then after a month also launched the expansion team of an airline reservations account. What followed after six months was then the most challenging event since the site was to launch one of TeleTech's largest technical support account which became the most revenue generating business for Cebu up until now.

As the Operations Officer-In-Charge for a sales program on eTelecare Global Solutions, I
have been responsible for managing 3 campaigns and growing the program by 25% monthly
from 36 agents to 175 agents with a total revenue of $80,640 monthly in November 2005 to a
total of $392,000 monthly in March 2006. In this capacity, I implemented cost reduction plans
that increased direct labor margin percentage to 63%. My background includes senior
management within sales, services and production.

As Shift Manager of eTelecare, I spearheaded an international sales program involved
analyzing market trends and forecasts competitive products, pricing, and marketing delivery
systems. I conceived a sales and marketing plan that provided our sales force an advantage
in terms of efficiency and productivity against our partners in the global community and
proved to clients that my team can very well compensate for what was lost among other
teams in other sites.

I was one of the very few resources of SmithKline Beecham that was well trained in the area
of sales and promotions. With my ample years of service in SB, I have learned the art of
dedication, determination, perseverance and commitment to my craft. My assignment in the
Southern part of Mindanao as an Area Business Manager and District Manager was the best
responsibility that was vested upon me which I took as a challenge and an investment. There
are very few amongst us who will be very willing to accept this same challenge considering
the present situation in Mindanao. I am aggressively trying to improve my knowledge
regarding the management of any market and the management of people to better serve the
interest of the company I work for and to address my personal development.





Availability : Immediately after notice period of 1 month(s)



Miscellaneous
Expected Monthly Salary : Peso 125000 (Negotiable)
Willing to Travel : Heavy (>50%)
Willing to Relocate : No
Possess Own Transport : Yes




References

Erwin Ekong
Relationship : former HR Manager of last employer
Position : HR Manager, Teletech
Tel : 938-1164
Email : erwin.ekong@teletech.com

Wendy Sebastian
Relationship : former direct superior of last employer
Position : Site Director, eTelecare Global Solutions
Tel : 953-4121
Email : Wendy.Sebastian@etelecare.com

Quick Profile Summary

amylene sy
Name: Amylene Sy
Link: http://www.salespider.com/p-7070053/amylene-sy
Location: cebu city,Philippines
Job Title: Operations Manager
Company: WIPRO

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