JOEL DE GUZMAN PAMO
Cebu City
Summary
Accomplished Director of Operations with 18 years of experience driving success in the Outsourcing, BPO, Customer Service, and IT industries. Skilled in effectively developing, managing, and training individuals or teams, as well as interpreting and analyzing data to identify root causes and implement actionable solutions. Solutions-oriented, with a proven ability to collaborate with others or work independently in diverse settings, including remote or in-office environments. Thrives under pressure and is adaptable to responsibilities beyond the job description. Dedicated to lifelong learning and committed to contributing to team success and organizational growth.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Operations Manager
TAHCHE Outsourcing Services Inc. (ImageCare Radiology Centers)
06.2022 - Current
- Managed two departments across the Front Desk Call Center and its sub-departments, including Fax Labeling, Schedule Confirmation, Appointment Scheduling, Web Appointments, IPC Orders, and Medical Billing
- Collaborated with a team of 25 full-time employees, growing the workforce to 60 full-time employees within two years of leading the business in the Philippines
- Strategically restructured the organization by creating layers of departments such as Training and Quality (in addition to Operations) to meet business requirements. Established an employee development plan to fill roles needed by each department, resulting in fewer escalations, improved quality of work, and higher productivity
- Developed and promoted agents to various roles to achieve operational rigor and ensure team success
- Conducted weekly and monthly internal meetings to review performance results, identify gaps and opportunities through root cause analysis, and implement meaningful action plans
- Resolved process and staffing issues using Six Sigma methodologies and presented results to the CEO through monthly performance summary reports
- Designed productivity trackers and scorecards to measure agent performance and provided data for analysis, enabling accurate forecasting of staffing requirements based on previous year’s workload trends
- Created a productivity glidepath for new hires across various departments, strategically driving performance with a systematic approach
- Authored the Quality Handbook, describing behaviors, quality metrics, quality audit methodologies, quality targets, and audit parameters across all departments. Designed quality monitoring forms for use by the Quality Team and Supervisors during call audits
- Established weekly call listening sessions with supervisors and the Quality Team to analyze behaviors leading to good or poor calls, calibrate processes, and improve coaching approaches
- Developed coaching logs for supervisors to document conversations and coaching sessions with agents
- Analyzed weekly and monthly productivity trends across all departments, generating actionable insights and creating SMART plans to address opportunities
- Tracked yearly Fax Labeling workload trends to identify drivers behind increases or decreases
- Revised and updated the Company Code of Conduct to comply with labor laws and align with ImageCare company policies
- Completed four months of training in the U.S. to gain in-depth knowledge of the Medical Billing process, preparing for business expansion in the Philippines
- Spearheaded accounts receivable tracking, generating weekly and monthly reports with data analytics for the Director of Billing
- Led process automation for the Billing workflow, reducing manual workload from nearly three hours to just 10 minutes, significantly improving efficiency
- Led the telephone system configuration for the entire ImageCare call center, including IVR setup for operations in both the Philippines and New Jersey
- Reports directly to the CEO of ImageCare Radiology Centers in New Jersey
Director of Operations
SITEL Philippines Inc.
12.2020 - 05.2022
- Planned and monitored day-to-day operations of the account, ensuring performance metrics were met across all KPIs, QPIs, KRIs, and financial targets
- Collaborated with the Client Services Director to develop long-term operational and business strategies, aiming to achieve company objectives and expand the client’s business in terms of headcount and lines of business
- Provided coaching, feedback, and guidance to the Senior Operations Manager and Operations Managers to drive daily performance
- Introduced various coaching methodologies and development plans to meet client expectations and maintain vendor ranking within the top3 across7 vendors
- Prepared the yearly budget with assistance from the FPNA (Finance) Team, considering COLA, forecasted growth, and agent reduction based on Workforce Management (WFM) reports and input from the Client Services Director
- Presented the budget to the VP of Operations for approval
- Reviewed monthly financial performance with the VP of Operations, Client Services Director, and Finance Team
- Conducted financial analyses of profit, losses, and gains, along with corresponding action plans
- Participated in internal and external business reviews (with clients) alongside Senior Operations Managers and Operations Managers, addressing performance-related questions effectively to satisfy stakeholders
- Worked closely with the Workforce Team to review staffing requirements based on workload volume
- Escalated staffing challenges to the client, providing recommendations to resolve potential service delivery issues
- Collaborated with the Recruitment and Training Teams to meet staffing needs across all lines of business, ensuring training headcount requirements were fulfilled
- Conducted quarterly reviews of job descriptions and agent profiles
- Partnered with the Training and Quality Director to identify training opportunities based on quality audit findings
- Reviewed training fail rates for new hires and addressed gaps to improve outcomes
- Coordinated with HR to ensure business standards and company policies were upheld by all employees
- Held weekly meetings with the Client Vendor Manager to review performance successes and opportunities
- Conducted data analyses to identify behaviors impacting performance and developed SMART action plans to address them
- Earned Lean Six Sigma Greenbelt Certification, ranking1st among a class of13 Operations Directors
Senior Operations Manager
SITEL Philippines Inc.
01.2019 - 12.2020
- Led a team of Operations Managers, Quality Analysts, Trainers, and Supervisors to improve overall KPIs, achieving the #1 ranking for6 consecutive months among7 vendors for the Hospitality Account
- Partnered with the Recruitment Team to review candidate profiles suited for Sales and Customer Service roles
- Led the team in conducting final interviews to ensure quality hires
- Prepared Performance Summary Reports in collaboration with the Continuous Improvement, Quality Team, and Client Services Director
- Presented these reports at the seasonal Account Vendors Summit in Phoenix, Arizona
- Reviewed and analyzed weekly vendor report data, submitting findings to the client as preparation for the month-end performance review
- Developed scorecards for agents, supervisors, and operations managers to measure performance and facilitate discussions during monthly performance reviews
- Provided coaching, guidance, and feedback to Operations Managers and Supervisors to meet business targets, fulfill client commitments, and align with company objectives
- Worked closely with the Client Vendor Manager on a weekly basis to provide proactive feedback on Sales and Customer Service performance
- Conducted data analysis to identify behaviors impacting performance and implemented SMART action plans to address gaps
- Established an operational culture focused on driving behaviors to achieve performance goals using the Phase Coaching Model, resulting in an upward trend in monthly performance for both Customer Service and Sales
CEO – President
CABSJ Steel Enterprise
10.2015 - 11.2018
- Partnered with steel manufacturers and suppliers to establish a small-scale steel trading business, targeting the construction industry
- Developed business plans and created marketing tools, including brochures and a website, to advertise steel products and expand market reach
- Attended business seminars to enhance marketing skills and network with industry veterans and experts, fostering valuable partnerships
- Built strong business relationships with clients, such as engineers and developers, to gain trust and secure steel supply projects
- Expanded the business scope by engaging in steel fabrication, electric galvanizing, and hot-dip galvanizing services
- Fostered a collaborative and supportive working environment with four dedicated employees, contributing to business success
- Contributed to the development of the water feature at Okada Manila Casino Hotel by fabricating, galvanizing, and supplying steel requirements
- Participated in the development of various warehouses, condominiums, schools in the Philippines by supplying steel, fabrication and galvanizing requirements
Senior Operations Manager
CONVEY HEALTH SOLUTIONS
03.2014 - 03.2015
- Hired by the VP for Operations to establish Data Processing, Grievance, and Medical Billing departments in the Philippines for a healthcare client based in Florida while simultaneously managing the same departments in the U.S
- Played an active role in recruiting agents to meet headcount requirements for each department
- Designed a daily time recording tool that generated reports for submission to accounting, streamlining payroll processes
- Traveled to Florida quarterly to review performance scorecards, provide coaching and feedback to the Operations Manager of Data Processing and Grievance, and participate in Quarterly Business Reviews
- Reported directly to the Director of Operations in Florida regarding operational rigor, with a dotted reporting line to the VP for Operations
- Developed scorecards and coaching logs for supervisors to evaluate performance and document coaching sessions effectively
- Participated in weekly and monthly performance reviews with U.S
- Leadership to ensure alignment with organizational goals
- Oversaw the growth of the Philippine operations from20 FTEs to42 FTEs by implementing strong operational processes and promoting agents internally to higher roles
Resource Manager/Project Manager
GLOBE TELECOMS
07.2012 - 03.2014
- Created and maintained a Resource Tracker to provide a clear view of the business roles and positions required for the IT Transformation Project
- Collaborated with HR to identify and onboard the right talent for each phase of the IT Transformation Project, ensuring tasks were completed efficiently and on time
- Assisted the Project Manager Lead in tracking project progress using RAID during project meetings and documented meeting minutes for stakeholders to review and monitor
- Participated in discovery sessions with key stakeholders, including teams from Marketing and Sales, Consumer/After-Sales Support, Software Development, Infrastructure and Maintenance, and third-party software vendors
- Summarized and communicated meeting minutes to the entire PMO, providing regular updates on project progress relative to established timelines
- Proactively escalated potential challenges or risks that could impact project timelines or progress to the PMO for resolution
- Played a key role in the successful implementation of the IT Transformation Project for Globe Telecoms’ Prepaid and Postpaid Mobile Phone Services
Senior Operations Manager
ALORICA PACIFIC RIM INC.
09.2009 - 02.2012
- Managed a U.S
- Healthcare account with over800 FTEs across two sites in the Philippines
- Provided feedback, coaching, and guidance to four Operations Managers to achieve business targets and align with company objectives
- Assisted in developing performance glide paths for agents based on capability and performance trends
- Participated in staffing reviews, collaborated with Recruitment to fulfill hiring requirements, and conducted final interviews to ensure the right talent was onboarded
- Partnered with Training and Quality teams to plan training sessions, review training results, and analyze quality audits that impacted overall account performance
- Delivered intraday performance analyses to Vendor Managers, identifying gaps and proposing actionable plans for resolution
- Spearheaded the implementation of a new line of business, earning trust from the Vendor Manager due to significant performance improvements under my leadership
- Prepared and presented monthly business reviews to Vendor Managers, ensuring alignment on performance and progress
- Took on dual roles as Client Services Manager and Operations Lead, driving the team to exceed KPIs and QPIs, with Customer Satisfaction Survey results averaging92% vs
- The90% target month over month
- Proposed and implemented changes to training timelines, moving sessions a month earlier to improve agent readiness during open enrollment and annual enrollment periods
- Established a Daily Coffee Shop activity with Operations Managers and Supervisors, creating a platform to review previous day performance, identify issues, and prepare actionable plans for the day
- Successfully improved account performance from Red to Green within six months, regaining the trust of Vendor Managers (clients) and retaining the business for an additional three years before the contract transitioned to another company
- Mastered Real-Time Management (RTM) and Workforce Management (WFM) to consistently meet Service Level Agreement (SLA) targets by collaborating closely with the WFM Team
Education
Bachelor of Science - Computer Science
University of Baguio
Benguet, PhilippinesSkills
- Project Management
- Team Leadership
- Operations Management
- Problem Solving
- Scheduling
- Change Management
- Employee Development
- Process creation & implementation
- KPI Tracking
- Data Analysis
- Presentation
- Workforce Management
- Financial Management
- Client Services
- Training & Coaching
- Business Development
Certification
Lean Six Sigma Green Belt Certified
Languages
English
Full Professional
Timeline
Operations Manager
TAHCHE Outsourcing Services Inc. (ImageCare Radiology Centers)
06.2022 - Current
Director of Operations
SITEL Philippines Inc.
12.2020 - 05.2022
Senior Operations Manager
SITEL Philippines Inc.
01.2019 - 12.2020
CEO – President
CABSJ Steel Enterprise
10.2015 - 11.2018
Senior Operations Manager
CONVEY HEALTH SOLUTIONS
03.2014 - 03.2015
Resource Manager/Project Manager
GLOBE TELECOMS
07.2012 - 03.2014
Senior Operations Manager
ALORICA PACIFIC RIM INC.
09.2009 - 02.2012
Bachelor of Science - Computer Science
University of Baguio
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