Summary
Overview
Work History
Education
Skills
Timeline
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Myra Genio

Alexandra Hills,QLD

Summary

Encouraging leader and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

19
19
years of professional experience

Work History

Senior Operations Manager

Concentrix
04.2018 - 09.2023
  • Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
  • Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
  • Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
  • Oversaw workforce management planning, volume predictions and capacity planning.
  • Prepared documents for internal and external audits.

Senior Operations Manager

Access Worldwide
06.2016 - 06.2017
  • Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
  • Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
  • Assisted in recruiting, hiring and training of team members.
  • Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.

Service Delivery and Client Services Manager

TeleTech Holdings
07.2014 - 03.2016
  • Collaborated with finance department on invoicing accuracy for applicable products, services, software, and logistics.
  • Delegated tasks to existing support team members and used cloud-based tools to help solve complex business issues.
  • Launched quality assurance practices for each phase of development
  • Defined clear targets and objectives and communicated to other team members.
  • Resolved escalated issues with professionalism, maintaining client trust and safeguarding the company''s reputation.

Operations Manager

Alorica
01.2009 - 06.2014
  • Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
  • Interacted well with customers to build connections and nurture relationships.
  • Developed strong relationships with vendors, resulting in better pricing and improved service quality.
  • Managed budgets effectively, consistently delivering projects on-time and within financial constraints.
  • Facilitated smooth collaboration between departments through clear communication channels.

Supervisor of Operations

Iqor
09.2005 - 12.2008
  • Adapted quickly to changing business needs, ensuring the operations team was always prepared for any shifts in demand or industry trends.
  • Set, enforced, and optimized internal policies to maintain responsiveness to demands.
  • Worked in matrix management environment with oversight of division level managers, operations, sales, finance, human resources, safety, and compliance.
  • Monitored front areas so that questions could be promptly addressed.
  • Coordinated individual duties after careful evaluation of each employee's skill level and knowledge.

Team Leader

TeleTech Holdings
04.2004 - 02.2005
  • Reviewed, implemented and updated company records related to team activities for future reference.
  • Devised and implemented processes and procedures to streamline operations.
  • Built strong relationships with customers through positive attitude and attentive response.
  • Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
  • Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.

Education

Bachelor of Science - Banking And Finance

Centro Escolar University
Manila, Philippies

Building The Strengths Based Organization -

Ateneo De Manila Business School
Manila, Philippines
11.2017

Skills

  • Organizational Structuring

  • Revenue Forecasting

  • Employee reviews

  • Staff training/development

  • P&L Management

  • Procedure optimization

  • Business Management

  • KPI reporting

  • Needs Assessment

  • Strategic Planning

Timeline

Senior Operations Manager

Concentrix
04.2018 - 09.2023

Senior Operations Manager

Access Worldwide
06.2016 - 06.2017

Service Delivery and Client Services Manager

TeleTech Holdings
07.2014 - 03.2016

Operations Manager

Alorica
01.2009 - 06.2014

Supervisor of Operations

Iqor
09.2005 - 12.2008

Team Leader

TeleTech Holdings
04.2004 - 02.2005

Bachelor of Science - Banking And Finance

Centro Escolar University

Building The Strengths Based Organization -

Ateneo De Manila Business School

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Myra Genio