JOHN JEREMY ESPANTO
Taguig City,Philippines
Summary
Business Excellence & Transformation Senior Manager with a strong track record of leading enterprise-level process improvements and operational transformation initiatives. Expertise in strategic planning, performance optimization, and cross-functional leadership, delivering tangible improvements in efficiency, service quality and client satisfaction. Recognized for building trusted stakeholder relationships that accelerate change and drive measurable business results.
Overview
16
16
years of professional experience
2
2
Certifications
Work History
Business Excellence and Transformation Senior Manager
Hinduja Global Solutions
10.2022 - Current
- Led cross-functional teams to enhance operational efficiency and service delivery.
- Managed client relationships to ensure satisfaction and effective communication channels.
- Developed strategic initiatives to align with company goals and market trends.
Business Excellence Manager
Hinduja Global Solutions
07.2018 - 10.2022
- Analyzed performance metrics to identify areas for process optimization and efficiency gains.
- Collaborated with stakeholders to align business strategies with operational goals and objectives.
- Managed project timelines and resources to ensure successful implementation of initiatives.
Quality Assurance Manager – Department Head
Visaya Knowledge Process Outsourcing Inc.
03.2017 - 10.2022
- Understanding of budgeting and staffing and manages quality improvement processes
- Strategic and visionary in approach to issues; innovative problem-solving skills
- Understands call center trends and reporting
Assistant Quality Manager
Teleperformance Philippines
03.2016 - 03.2017
- Manages multiple projects and Supervises QA Analyst and leads
- Develops and ensures daily execution of QA processes and support to the QA Sup/Leads for each site/program
- Leads QA improvement initiatives in conjunction with operations, training and acct management
Quality Assurance Supervisor
Teleperformance Philippines
03.2014 - 03.2016
- Supervises a dedicated team of QA Analysts and ensures their calibration; coaching and development and productivity.
- Identify major areas quality-based opportunities, use root cause analysis to drill down to actual cause, then disseminate information effectively.
- Maintain and perform analysis of daily, weekly, monthly QA based production reporting and individual variance tracking.
Quality Assurance Analyst
Teleperformance Philippines
10.2012 - 03.2014
- Monitor and evaluate calls based on Client specific criteria.
- Escalate and communicate detailed information about calls monitored to all clients and Quality Assurance Supervisor.
- Participated in continuous improvement initiatives for product quality.
Subject Matter Expert
Teleperformance Philippines
07.2011 - 10.2012
- Responsible for direct supervision of dedicated agents and manages assigned agents to meet performance, quality, end-user satisfaction and hour's goals by providing guidance, support and education according to company processes.
- Facilitated workshops to share best practices across departments.
- Assisted in onboarding new hires through effective mentorship programs.
Technical Support Representative
Teleperformance Philippines
11.2009 - 07.2011
- Handles inbound calls for customers calling regarding technical issues with IPTV service, HSIA both wireless and LAN connections and CVoIP service.
- Assisted users in troubleshooting network connectivity problems effectively.
- Provided technical assistance to customers through phone, email and chat support.
Education
Bachelor of Technology - Electronics Engineering Technology
Technological University of the Philippines
Manila01.2009
High School Diploma -
Benigno “Ninoy” S. Aquino High School
Makati City01.2006
Gradeschool -
Cembo Elementary School
Makati City01.2002
Skills
- Strategic planning
- Quality and compliance
- Operational efficiency
- Process optimization
- Project management
- Quality improvement
- Client relationship management
- Business transformation
- Data analysis
- Cross-functional collaboration
- Business performance management
- Innovation management
Certification
Lean Six Sigma Green Belt Certification
Training
- Japanese-Language Proficiency Test, Jellyfish Education Philippines Inc., 09/01/23
- HIMS Workshop - Human Capital Synthesis for HIMS, Visaya Knowledge Process Outsourcing Inc., 09/01/17
- HIMS Workshop – Healthcare Information Management Association of the Philippines, Visaya Knowledge Process Outsourcing Inc., 03/01/17
- LEAN Six Sigma Tools, Teleperformance Philippines, 06/01/16
- Descriptive and Inferential Statistics Training, Teleperformance Philippines, 06/01/16
- Building Blocks Analysis and Data Visualization, Teleperformance Philippines, 05/01/16
- Managing Team Performance and Root-Cause Analysis, Teleperformance Philippines, 03/01/16
- Operations and Managers Coaching Tactics, Teleperformance Philippines, 10/01/12
- Teleperformance Operations, Processes and Standards, Teleperformance Philippines, 05/01/12
- Berlits Exam Passer – AT&T U-verse, Teleperformance Philippines, 11/01/09
Timeline
Business Excellence and Transformation Senior Manager
Hinduja Global Solutions
10.2022 - Current
Business Excellence Manager
Hinduja Global Solutions
07.2018 - 10.2022
Quality Assurance Manager – Department Head
Visaya Knowledge Process Outsourcing Inc.
03.2017 - 10.2022
Assistant Quality Manager
Teleperformance Philippines
03.2016 - 03.2017
Quality Assurance Supervisor
Teleperformance Philippines
03.2014 - 03.2016
Quality Assurance Analyst
Teleperformance Philippines
10.2012 - 03.2014
Subject Matter Expert
Teleperformance Philippines
07.2011 - 10.2012
Technical Support Representative
Teleperformance Philippines
11.2009 - 07.2011
Bachelor of Technology - Electronics Engineering Technology
Technological University of the Philippines
High School Diploma -
Benigno “Ninoy” S. Aquino High School
Gradeschool -
Cembo Elementary School