Axel Raz Jupista

• Assist with Warehouse organization by consolidating, communicating, and cleaning
• Ensure packaging is intact, and items are palletized accordingly based on production date and SKU
• Move product to the warehouse and consolidate skids while ensuring product is moved to its correct location
• Must drive safely and pass certification course.
• Operated a tow motor to move, convey, or hoist materials to and from storage areas, machines, and loading docks.
• Transported pallets of products between warehouses in a timely manner.
• Followed safety regulations at all times while operating the tow motor.

• Implement and oversee the quality of deliverables and manage team relationships effectively to ensure exceptional performance
• Produced SOPs to document workplace procedures and optimize productivity through standardization.
• Conducted employee observations and documented findings.
• Balance the needs of key stakeholders and ensure the teams they are involved with are aware of the combined end goals
• Profit and Loss Management / EBITDA
• Establish operations objectives and work plans, delegate assignments to subordinate Team Leads when necessary, and conduct regular meetings to improve productivity, product knowledge and customer satisfaction
• Lead multiple LOBs.
• Led cross-functional teams in problem-solving activities related to process improvements or new product launches.
• Developed key performance indicators to measure effectiveness of operational processes.
• Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
• Conducted regular reviews of existing policies and procedures for continuous improvement opportunities.
• Managed staffing needs through recruitment, selection, onboarding and training, disciplinary action as necessary.
• Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
• Collaborated with management team on long-term strategic planning initiatives for the organization.
• Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
• Used strong issue resolution and communication skills to cultivate and strengthen lasting client relationships.
• Formed and sustained strategic relationships with clients.
• Coordinated with other departments including sales, marketing, finance, human resources. to ensure efficient operations.
• Created detailed reports on the performance of individual departments within operations.
• Analyzed data from daily reports to identify trends in production performance metrics.
• Performed cost analysis for various projects to determine budget requirements.
• Directed operations staff by providing guidance, training, and support in order to meet company objectives.
• Improved morale and management communication by creating employee recognition and rewards practices.

• Monitored daily operations and ensured compliance with company policies and regulations.
• Assisted in recruitment, selection, training, and development of employees.
• Coordinated with other departments to ensure smooth functioning of activities.

• Worked along with the board of directors and all other stake holders making new business strategies for increasing profits
• Regularly audited and investigated all levels of the organization, driven process improvements and efficiencies, interviewed all the important position holders in the company and actively listened to their opinion on new business strategies
• Maintained utmost discretion when dealing with sensitive topics and confidential details at all times
• Came up with unique and unconventional public relation strategies to increase profits
• Provides training to all levels when necessary.
• Developed and implemented strategic plans for assigned accounts to increase customer satisfaction.
• Identified opportunities for cross-selling products and services to existing customers.
• Managed key account relationships, ensuring customer loyalty and retention.
• Conducted regular meetings with clients to review performance metrics, progress, and future goals.
• Resolved client issues in a timely manner while maintaining excellent customer service standards.
• Negotiated contracts with clients to ensure optimal pricing and terms of agreement.
• Analyzed market trends to identify new business opportunities for the company.
• Gathered feedback from clients regarding product quality and overall satisfaction levels.
• Developed promotional campaigns tailored to each individual client's needs.
• Attended industry conferences and events as a representative of the company.

• Played a key role from the launch up to the growth of the program through seamless delivery of client contractual obligations
• Handled up to 14 Team leaders with multiple Lines of Businesses supported in one program
• Exposed in various interactions - Phone Inbound/Outbound, Chat & Email
• All metrics consistently exceeded targets and maintaining a perfect scorecard YTD (2010)
• Analyzing performance results and implementing department improvements
• Planning for upcoming organizational needs and implementing strategies in a proactive manner
• Maintaining understanding of client specific training
• Determining appropriate staffing levels and implementing strategies to ensure the efficient operation of the department
• Working with support departments to ensure staffing strategies are effectively executed
• Supporting data collection for billing process including billable/non-billable hours
• Developing, maintaining and testing project's business continuity plan
• Selecting, training, developing, managing, coaching and supporting performance of all direct reports.

• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Conducted regular performance reviews to assess individual team member progress.
• Provided coaching and feedback on employee performance, encouraging professional development.
• Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
• Monitored daily workflow to ensure adherence to established policies and procedures.
• Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
• Established clear expectations for employees, providing guidance when needed.

• I led up to 20 agents per wave in maximizing their performance and potential in their BPO careers
• I was also assigned as the Point of Contact for driving the whole program's AHT, staffing and scheduling and as a speaker for operations during new hire orientation.
• Developed strategies for problem solving and conflict resolution among team members.
• Coordinated team activities and delegated tasks to ensure efficient completion of projects.
• Conducted regular performance reviews to assess individual team member progress.
• Provided coaching and feedback on employee performance, encouraging professional development.

• Voiceville, Inc
• Was a small start-up BPO player
• I was responsible for overseeing key departments such as recruitment, training, operations and finance
• I was also the direct contact of clients from the UK and the US with monthly revenue target of Php 2 Million.
• Provided leadership for a team of service delivery professionals, ensuring successful completion of assigned tasks and projects.
• Monitored performance metrics to ensure service level agreements were met or exceeded.
• Coordinated with stakeholders to define objectives, scope and timeline of service delivery initiatives.
• Participated in cross-functional teams to develop new approaches for delivering services more efficiently.
• Collaborated with other departments within the organization to ensure all activities are properly coordinated when it comes to delivering services.

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• Answered customer inquiries and provided accurate information regarding products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Gathered customer feedback through surveys and used the data to improve customer service.
• Assisted customers with product selection, ordering, billing, returns, exchanges and technical support.
• Performed administrative tasks such as filing paperwork, updating databases and generating reports.

• Verified accuracy of customer information by collecting and inputting data into system.
• Prepared reports regarding verification results for management review.
• Performed document review to ensure compliance with standards and regulations.
• Controlled access to confidential information according to established guidelines.