Summary
Skills
Work History
Education
Certification
Professional Development
Languages
Work Availability
Timeline
Volunteer
CHRISTINE JOY MENDOZA

CHRISTINE JOY MENDOZA

Richmond,Canada

Summary

Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.

Skills

Operations Management

KPI reporting

Team Leadership

Quality Assurance

Business Planning

Employee Coaching

Hiring and Onboarding

Performance Improvement

Productivity Improvement

Work History

Sr. Operations Manager

Trip.com
03.2023 - 05.2024
  • Oversee day to day contact center operations for English service supporting flights
  • Vendor operations manager for the offshore contact center supporting the English line of business
  • Refine current practices for process improvement through collaboration with other functional teams.

Sr. Operations Manager

TELUS International Philippines
01.2022 - 10.2022
  • Responsible for the profitability of the program by driving for the attainment of Client-specified KPIs and targets and management of cost and expenditures
  • Ensures that service metrics are met, as well as monitor metrics through proper coaching, consequence & discipline management
  • Maintains high level of morale and productivity within the program.

Operations Manager

TELUS International Philippines
01.2016 - 12.2021
  • Monitor daily operations to ensure that service metrics are met, as well as monitor metrics through proper coaching, consequence & discipline management
  • Drives people development thru implementation of performance management programs while maintaining employee engagement goals.

Sr. Supervisor, Training & Quality

TELUS International Philippines
04.2011 - 12.2015
  • In charge of administering the training programs within an account to ensure high level customer experience and client policy adherence
  • Employ appropriate learning methodologies to design or update learning products and solutions which meet the needs of the stakeholder
  • Establish Quality processes and improvements in various campaigns and lines of businesses
  • Develop and mentor QA Auditors through in-house training and project assignments.

Supervisor, Quality Assurance

TELUS International Philippines
03.2006 - 04.2011
  • Responsible for analysis and the drafting of recommendations for improving the quality of service of Operations while overseeing a team of analysts.

Senior Analyst, Quality Assurance

TELUS International Philippines
03.2005 - 03.2006
  • Conducts transaction monitoring to ensure adherence to client standards
  • Generates and analyzes data for Operational improvement
  • Acts as point of contact for the supported account

Analyst, Quality Assurance

TELUS International Philippines
01.2004 - 03.2005
  • Conducts transaction monitoring to ensure adherence to client's quality standards

Customer Service Representative

TELUS International Philippines
11.2002 - 07.2003
  • Responds to customer inquiries and concerns via email and phone

Education

MBA -

University Canada West
Vancouver
09.2026

Bachelor of Science - Business Administration

College of St. Benilde
Manila, Philippines
03.2002

Certification

  • Duolingo English Test
  • IELTS - Academic
  • Six Sigma Yellow Belt
  • American English Fluency & Accent Course

Professional Development

  • Personal Leadership - Innov8.org
  • Digital Enablement Program - TELUS International Philippines
  • Building Trust in Remote Teams, Leading at a Distance, Executive Presence & Professionalism in the WFH Environment, Skillful Collaboration in the Remote Setting - TELUS International Philippines
  • 7 Habits of Highly Effective - People Center for Leadership and Change, Inc.
  • Situational Leadership II by Ken Blanchard - TELUS International Philippines
  • Total Quality Management - Philippine Trade Training Center

Languages

English
Native or Bilingual

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Sr. Operations Manager

Trip.com
03.2023 - 05.2024

Sr. Operations Manager

TELUS International Philippines
01.2022 - 10.2022

Operations Manager

TELUS International Philippines
01.2016 - 12.2021

Sr. Supervisor, Training & Quality

TELUS International Philippines
04.2011 - 12.2015

Supervisor, Quality Assurance

TELUS International Philippines
03.2006 - 04.2011

Senior Analyst, Quality Assurance

TELUS International Philippines
03.2005 - 03.2006

Analyst, Quality Assurance

TELUS International Philippines
01.2004 - 03.2005

Customer Service Representative

TELUS International Philippines
11.2002 - 07.2003

MBA -

University Canada West

Bachelor of Science - Business Administration

College of St. Benilde

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CHRISTINE JOY MENDOZA