Noreen Gomez
Global Work Authorization Operations Manager
Summary
Dynamic executive with15++ years of experience helping organizations reach their full potential. Lean Sigma certified. Expert and effective Global Operation s & HR Services' Service Delivery Customer Experience Leader bringing forth valuable industry experience and also customer obsessed. Results oriented with a proven track record of improving overall operations within a company or department. Adept in Analytical thinking, strategic planning, leadership and management of staff and procedures. Expert and self self-motivated Project & Program Manager bringing forth over eight years of experience serving as an effective Leader in Medical Services, Telco , E-Commerce and Retail. Adept in all aspects of project management including planning, budget management and coordinating all working parts of a project. Experienced in working directly with clients to ensure all the goals of a project are achieved and met within scope and budget. Adept in making key decisions and working with other professionals to achieve goals and solve problems. Experienced in managing employee programs and dedicated to successfully directing business operations. Experienced in Vendor Management and financial acumen acumen. Expert in leading Global WFM Team and establish a predictive forecasting, capacity planning and scheduling to meet SLAs. Expert in leading Global Training and Quality teams focusing on strengthening Business Acumen, Domain Expertise, Talent Development and challenging status quo by creating a continuous improvement culture with inclusivity.
Overview
20
20
years of professional experience
Work History
Global Work Authorization Operations Manager
AMAZON OPERATION SERVICES PHILIPPINES INC.
03.2022 - Current
- Leads 7 production & support teams with 7 managers as direct reports.
- AET Site Leader in the PHL.
- Leads the long-term vision of the team. Develops and executes strategic plans in collaboration with Operations leadership, Tech Team and other key partners to further drive manual effort reduction and build a culture of transformation and automation.
- Streamlined workflows by identifying bottlenecks in existing systems and proactively addressing these challenges through appropriate solutions implementation.
- Develops and leverages data-based insights and analytics via voice of the customer results from positive response rate (PRR), CSAT, NPS and escalations trends and analyses to deliver results and drive continuous improvement to provide a world class customer experience.
- Leads the development and evolution of global delivery strategic roadmap. Brings all key stakeholders to discuss data based insights and align on short and long term solutions through process improvements, tech enhancements, transformations and automations.
- Owns and drives efficiency programs, transformation, system/ process improvements, focused on eliminating of manual efforts, inventing and simplifying processes. Champions change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
- Establishes predictive forecasting and capacity planning to identify the right number of FTEs required to support the volume and meet SLAs.
- Delivers higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Fostered a culture of innovation and creativity within the team, leading to improved problem-solving capabilities and enhanced outcomes.
- Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
Work Authorization Sr. Program Manager (APAC)
AMAZON OPERATION SERVICES PHILIPPINES INC.
06.2021 - 03.2022
- Operationalized 17 APAC Countries
- Institutionalizes a strong framework and governance in APAC region to ensure consistent strong focus on quality, delivery, compliance adherence and enhanced customer experience
- Drives transformation, automation and digitalization strategies focused on customer experience, compliance and capacity creation & maximization
- Leverages experience by transforming operational functions to bring teams together and drives service excellence towards a strong customer experience and robust compliance and legal protection
- Designs and implements measurement strategies to measure progress and the ultimate impact of initiatives; Ensures alignment with stated goals and commitments, and facilitates remediation plans if needed to deliver on commitments
- Establishes a strong Risk aware/controls focused operations and works closely with the key stakeholders, risk & compliance and legal teams
- Ensures all compliance and regulatory requirements are implemented to meet SLAs and avoid compliance & legal risks
- Initiates review of end-to-end business processes to determine where we can invent, simplify and create more efficiencies.
- Implements a continuous improvement program to ensure processes and procedures remain compliant to compliance and legal right to work requirements
- Manages the lifecycle of a complex cross-functional program with considerable impact
- Program supported focuses on a single process path in a critical business area or you may work more broadly, managing larger initiatives that span organizations or geographies in support of a significant business objective
- Owns the delivery of large and complex projects
- Defines the program (mission, vision, tenets), sets objectives, analyzes data, drives improvements that are quantified with metrics and influences resource allocation
- Initiates mindful discussions that lead to crisp decisions
- Provides a long-term perspective, context (past, current, and future) for business and technology (at a high level) choices
- Resolves ambiguous problems and proactively identifies and mitigates risks (before they become roadblocks)
- Influences teams to decouple from dependencies and eliminates problems that stifle innovation or cause user dissatisfaction.
- Established clear performance metrics for tracking program success, enabling informed decision-making processes throughout each project''s duration.
- Developed detailed plans based on broad guidance and direction.
Sr. Program & Customer Care Manager (AMER & APAC)
Medtronic Philippines Inc.
08.2017 - 06.2021
- Strategized and transitioned onshore teams (AMER & APAC) to Philippines - 500++ FTEs
- Led the review of end-to-end business processes to determine where we can simplify and create more efficiencies and implements a continuous improvement program to ensure processes and procedures remain current and appropriate.
- Built a web based tool for both internal and external customers to drive self service options aligned to customer experience initiatives.
- Led vendor management with Accenture from creating the contract, contract negotiation, invoicing, accruals, vendor costing and driving performance by designing short and strategic initiatives and collaborating with outsource partners
- Introduced innovative strategies for improving customer support systems, enhancing overall customer experience.
- Designed and implemented projects focused on foundational, optimization and transformational to continue providing a World Class Customer Experience, sustaining 90% Employee Retention and protecting long term health of the business.
- Hired and developed the best. Advanced an inclusive leadership agenda by building a diverse team, coaching and mentoring potential leaders.
- Established a robust Operational Model / Rhythm to bridge gaps between operations and stakeholders by creating initiatives and projects to balance CSAT, ESAT and Profitability.
- Built financial forecast based on capacity needs and other variables influencing financials. Led monthly meeting to review forecast vs actual and ensured protection of financial standpoint.
- Led WFM Team and established predictive forecasting, capacity planning and scheduling.
- Led Training and Quality Team and focus on building skills and capabilities and continuous improvement culture.
Centre Manager (Telstra)
Telco Services Australia (TSA)
07.2016 - 08.2017
- Established the new Business Unit / Site (Telstra Inbound Sales) in Mall of Asia with 800++ seats from IT / Infrastructure Design and Deployment, Capacity Planning, Recruitment, Training and Service Delivery Management
- Established a continuous improvement culture to protect and sustain a best-in-class CSAT, ESAT and profitability including driving compliance adherence to drive operational excellence.
- Advocated employee retention through internal talent development and advancement.
- Protected long term health of the business by optimizing resource allocation & establishing /a predictive forecasting and capacity planning. Owned AOP (financials) forecast and protection. Responsible for overall Site Management for Outbound & Inbound Teams specific to capacity planning, seat maximization, budget maximization strategies and employee engagements.
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments.
Sr. Operations & Project Manager (Virgin IRL & UK)
Concentrix Daksh Philippines
04.2015 - 07.2016
- Transitioned onshore digital LOBs to Manila (Chat and Email) with 150 FTEs and eventually customer service & technical support with a total of 530 FTEs. Led the seamless execution of the rapid increase on headcount without sacrificing quality and center performance
- Established pain points specific to process, product, technology, people and financials and implemented short and long term strategies to bridge the gaps.
- Strengthened operational mechanism to deliver >90% NPS performance. Established and led different strategic Projects to bridge gaps between operations and clients by creating initiatives and projects to balance CSAT, ESAT and Profitability
- Led the Site in Spark Office whom responsible for overall Site Management for Virgin Media IRL / UK specific to capacity planning, seat maximization, budget maximization strategies and employee engagements.
- Developed and initiated projects, managed costs, and monitored performance.
- Provided detailed project status updates to stakeholders and executive management.
- Implemented continuous improvement initiatives to optimize project outcomes while maintaining cost effectiveness.
Sr. Operations Manager (Virgin Mobile AUS)
Convergys Philippines
06.2013 - 04.2015
- Led 7 teams with 480 FTEs.
- Led two sites Convergys MDC and Northgate focusing on sites' performance management, Talent Development and financial protection
- Strengthened partnership between Virgin Mobile clients and Convergys through strong performance delivery and driving collaboration on continuous improvement plans
- Executed daily account/business management, Service Level management, identified gaps and implemented process improvements supporting both Voice (Customer Service, Tech Support, Retention, Telesales, Tech Support Tier2) and Non-Voice (Email / Chat Customer Experience and Sales, Collections) LOBs.
- Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
- Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
Sr. Client Services Manager (Virgin Mobile AUS)
Convergys Philippines
09.2012 - 06.2013
- Led 3 teams with 150 FTEs
- Owned service agreement (contract) creation and management including bonus maximization. Reduced churn rate among top-tier clients by developing customized solutions tailored to individual needs.
- Delivered outstanding service to clients to maintain and extend relationships for future business opportunities.
- Led Workforce Management Team to provide predictive forecasting, capacity planning and scheduling to ensure that login hours, staffing and SLAs are being met / exceeded based on what was forecasted
- Established a robust reporting & analytics for clients to measure success of the initiatives and enables continuous improvement culture to address gaps
- Led Training & Quality teams and enabled the team to challenge status quo aligned to driving continuous improvement culture
- Strengthened partnership between Virgin Mobile Clients and Convergys through strong performance delivery and driving collaboration on continuous improvement plans
- Transitioned of the new businesses from AU to MNL i.e., Tech Support Tier 2, Collections, Retention Team, Chat and Telesales.
Operations Manager (Virgin Mobile AUS)
Convergys & Concentrix Philippines
05.2011 - 09.2012
- Led 4 teams with 320 FTEs
- Led Customer Service and Retail team that focused on handling complaints, general inquiries, manual activations, following up deliveries and orders from stores and clients
- Transitioned of Virgin Mobile (Australia) Collections line of business to Manila in November 2014. Designed infrastructure for Chat and Email implementation in Alabang site
- Designed and deployed automated reporting and analytics to measure performance and health of the business (financials).
- Established initiatives and mechanisms in handling complaints and putting it into a bridge plan to address failing KPIs
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
- Increased profit by streamlining operations.
Team Leader (Virgin Mobile AUS)
Sitel Philippines
11.2007 - 05.2011
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Collected, arranged, and input information into database system.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Optimized resource allocation to maximize overall team output while minimizing costs.
- Evaluated customer needs and feedback to drive product and service improvements.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
Subject Matter Expert (Virgin Mobile AUS)
Sitel Philippines
09.2007 - 11.2007
- Championed change management efforts during organizational transitions by offering expert guidance on navigating new processes and structures.
- Supported the implementation of new systems or tools by providing specialized knowledge on functionalities and potential improvements.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Conducted regular reviews of operations and identified areas for improvement.
Sr. CSR (Virgin Mobile Australia)
Sitel Philippines
05.2007 - 09.2007
- Reduced response times, effectively managing high call volumes during peak hours.
- Increased efficiency and team productivity by promoting operational best practices.
- Implemented and developed customer service training processes.
- Skillfully navigated CRM systems to accurately document all customer interactions, maintaining an up-to-date record of case histories.
Customer Service Professional (Virgin Mobile Australia)
Sitel Philippines
08.2005 - 05.2007
- Handles customer service inquiries, mobile troubleshooting, billing issues, returns and replacement.
- Delivered exceptional support during peak periods, effectively managing high call volumes without compromising service quality.
Technical Support Representative (DELL)
Sitel Philippines
11.2004 - 08.2005
- Provides Troubleshooting to Customers specific to Desktops and Software.
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Education
Bachelor of Science major in Computer Science - Computer Science And Programming
Central Colleges of The Philippines
Metro Manila10.2004
Skills
Program & Project Management
undefinedWebsites Social Links - Linkedin
https://ph.linkedin.com › noreengomez
Successful Projects Implemented
- Project Freedom – Device replacement reduction and cost from 30% to 12%. Improve Customer Experience from 60% Net Promoter Score to 85%
- Project Bamboo – Improved Vendor Quality and NPS performance to 95% QA and 85% NPS.
- Project Integrate – Expanding 24 hours support with 86% Net Promoter Score, 85% SLA, 3% abandoned rate, 10% Attrition.
- Project Polaris – Established a more predictive forecasting, capacity planning and scheduling (keeping 3% variance between forecast vs. actual).
- Project ACE – Simplification and integrating 3 Systems / Tools to 1 that drove efficiency of AHT from 18 minutes to 12 minutes, Average Speed of Answer from 3 minutes to 90 seconds.
- Project Mandala – Office expansion for all PH Employees to house 4 Pillars (Commercial, APAC Helpline, Supply Management, US Helpline).
Timeline
Global Work Authorization Operations Manager
AMAZON OPERATION SERVICES PHILIPPINES INC.
03.2022 - Current
Work Authorization Sr. Program Manager (APAC)
AMAZON OPERATION SERVICES PHILIPPINES INC.
06.2021 - 03.2022
Sr. Program & Customer Care Manager (AMER & APAC)
Medtronic Philippines Inc.
08.2017 - 06.2021
Centre Manager (Telstra)
Telco Services Australia (TSA)
07.2016 - 08.2017
Sr. Operations & Project Manager (Virgin IRL & UK)
Concentrix Daksh Philippines
04.2015 - 07.2016
Sr. Operations Manager (Virgin Mobile AUS)
Convergys Philippines
06.2013 - 04.2015
Sr. Client Services Manager (Virgin Mobile AUS)
Convergys Philippines
09.2012 - 06.2013
Operations Manager (Virgin Mobile AUS)
Convergys & Concentrix Philippines
05.2011 - 09.2012
Team Leader (Virgin Mobile AUS)
Sitel Philippines
11.2007 - 05.2011
Subject Matter Expert (Virgin Mobile AUS)
Sitel Philippines
09.2007 - 11.2007
Sr. CSR (Virgin Mobile Australia)
Sitel Philippines
05.2007 - 09.2007
Customer Service Professional (Virgin Mobile Australia)
Sitel Philippines
08.2005 - 05.2007
Technical Support Representative (DELL)
Sitel Philippines
11.2004 - 08.2005
Bachelor of Science major in Computer Science - Computer Science And Programming
Central Colleges of The Philippines
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