Ma Gianina Real
London,ON
Summary
Seasoned Operations Manager and talented leader with ten years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Customer Service & Experience Leader
Decathlon
2024.01 - 2024.04
- Led and helped design the best Decathlon store experience for customers through attractive visual merchandising execution and promoted the brand.
- Promoted the sustainability mission in-store through revenue-generating campaigns for Ecodesigned products, and circular economy efforts.
- Facilitated physical and digital customer feedback and implementation of traffic-generating brand campaigns.
- Worked at the back office management of the cash flows ensuring convenience and security of teammates and customers.
- Trained employees on Omni-Sport Leaders and assigned duties.
- Overcame challenging deadlines and resource limitations by reallocating personnel and focusing on priority tasks.
- Managed budgets and resources, ensuring optimal allocation towards achieving organizational objectives.
- Collaborated with team to identify sales trends and implemented initiatives to enhance revenue.
Senior Report Leader
QIMA
2023.06 - 2023.11
- Managed multicultural teams in Cebu, India, and China responsible for reviewing product quality inspection reports while working closely with senior management, client, and partners.
- Analyzed and evaluated the current team performance by gathering and evaluating data to ensure team KPI targets are met.
- Led cross-functional teams to achieve company-wide goals, fostering a culture of collaboration and innovation.
- Increased team productivity by streamlining communication and implementing effective project management strategies.
- Implemented new processes/strategies handed down by the top management
- Reduced operational expenses by implementing cost-effective solutions and proactively monitoring budgetary allocation.
Customer Support Team Leader
PayPal Inc
2021.09 - 2023.03
- Handled day-to-day operational management and kept consistent top performance through quality monitoring and effective action planning.
- Skilled at working independently and collaboratively in a team environment.
- Managed scheduling and workload distribution for the customer support team, optimizing resource allocation and minimizing response times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
- Coached new team members on service techniques and provided scoring through quality assurance program.
- Developed high-performing teams that consistently achieved exceptional customer support experience.
- Facilitated regular meetings with the customer support team to discuss challenges faced, share best practices, and encourage collaboration.
- Implemented knowledge management tools to ensure consistent information sharing among team members, leading to more effective issue resolution.
Claims Operations Service Manager
QBE Insurance
2015.06 - 2021.03
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
- Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
- Championed energy efficiency initiatives within the organization, leading to reduced operating costs without sacrificing quality of service.
- Launched quality assurance practices for each phase of development
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Hired, trained and supervised team of service staff members to meet business goals.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
Billing Services Team Lead
Telstra
2013.09 - 2015.03
- Lead projects and initiatives in accordance with KPI/KRA set forth by the organization.
- Driven opportunities for process improvements alongside employee advancement as its broad-based leverage of objective enhancements.
- Governed client-workforce conferences discussing capacity planning, forecasted staffing, and critical schedule processing to optimize productivity.
- Implemented quality assurance measures, leading to a reduction in service errors and an increase in positive customer feedback.
- Demonstrated leadership skills in managing projects from concept to completion.
- Reduced employee turnover rate by fostering a positive work environment and providing opportunities for growth and development.
- Boosted team morale and engagement by organizing team-building activities, promoting collaboration, and recognizing individual achievements.
- Conducted regular performance evaluations to provide constructive feedback on areas of strength or needing improvement, enabling continuous professional growth within the team.
Consulting Services Team Lead
Wipro BPO
2009.01 - 2013.09
- Served as a role model for the team by demonstrating commitment to excellence, professionalism, and adherence to company values at all times.
- Trained new team members by relaying information on company procedures and safety requirements.
- Enhanced overall team performance by providing regular coaching, feedback, and skill development opportunities.
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills.
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities.
- Developed monthly and daily production output plans to deliver on customer service and financial metrics.
FinTech Customer Representative
Aegis People Support
2007.01 - 2008.12
- Built and deepened productive relationships with prospective and competitive customers to drive sustained growth.
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues with professionalism.
- Maintained courteous, friendly atmosphere for guests to increase overall satisfaction and customer service standards.
- Resolved concerns with products or services to help with retention and drive sales.
- Offered competitive commercial banking solutions and retail financing options.
- Handled high call volumes efficiently without sacrificing quality of interaction or resolution success rate.
- Retained dissatisfied customers by offering empathetic listening skills followed by effective problem-solving approaches tailored to each individual case.
- Managed difficult customer interactions calmly and effectively, reducing escalation levels and maintaining company reputation.
Education
Bachelor of Science - Business Administration
12.2007
Skills
- Motivating Teams
- Influencing Others
- Continuous improvements
- Coaching abilities
- Process Improvement
- Quality Assurance Controls
- Operations Management
- Strategic Planning
- Project Management
- Processes and procedures
- Data Analytics
- Organizational Skills
Languages
English
Full Professional
Filipino
Native or Bilingual
Certification
- Project Management, Google - May 2024
Timeline
Customer Service & Experience Leader - Decathlon
2024.01 - 2024.04
Senior Report Leader - QIMA
2023.06 - 2023.11
Customer Support Team Leader - PayPal Inc
2021.09 - 2023.03
Claims Operations Service Manager - QBE Insurance
2015.06 - 2021.03
Billing Services Team Lead - Telstra
2013.09 - 2015.03
Consulting Services Team Lead - Wipro BPO
2009.01 - 2013.09
FinTech Customer Representative - Aegis People Support
2007.01 - 2008.12
University of San Jose-Recoletos - Bachelor of Science, Business Administration
- Project Management, Google - May 2024
Similar Profiles
Indera PutraIndera Putra
Retail Sports Specialist at DecathlonRetail Sports Specialist at Decathlon
ANDREA SANDRA ROYANDREA SANDRA ROY
OMNI SPORT LEADER at DECATHLONOMNI SPORT LEADER at DECATHLON
Sudhakar GangadharanSudhakar Gangadharan
Operational Manager Supply Chain Management at DecathlonOperational Manager Supply Chain Management at Decathlon