Mj Malones
Dalandanan
Summary
Dynamic leader with a proven track record at IGlobalHub, adept in operations management and team leadership. Excelled in enhancing operational excellence and fostering a positive work culture, significantly increasing employee satisfaction. Skilled in multitasking and strategic implementation, consistently achieving company growth and customer satisfaction through effective problem-solving and collaboration.
Operations professional with extensive experience in optimizing processes and leading cross-functional teams. Proven track record in driving operational improvements and delivering impactful results. Known for strong focus on collaboration, adaptability, and achieving targets with precision.
Overview
17
17
years of professional experience
Work History
Operations Executive
Vertex Agility Philippines
06.2022 - 12.2023
- Collaborated on operational support tasks to achieve common goal.
- Applied excellent problem-solving, process development, and strategic implementation skills to lead and support all areas of operations.
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Coordinated seamless communication between departments, resulting in enhanced collaboration efforts across the organization.
CEO
IGlobalHub
04.2020 - 09.2021
- Established and maintained strong relationships with customers, vendors and strategic partners.
- Achieved company growth by implementing strategic plans and streamlining operations.
- Created a positive work culture, resulting in increased employee satisfaction and retention rates.
- Managed partnerships and strategic business relationships by negotiating contract terms and handling conflicts.
- Managed financial, operational and human resources to optimize business performance.
Sales Supervisor
Infinity Link Contact Solutions
12.2015 - 03.2020
- Monitored daily sales performance and provided feedback to each team member.
- Oversaw employee performance, corrected problems, and increased efficiency to maintain productivity targets.
- Increased customer satisfaction by addressing and resolving client concerns efficiently.
- Developed strong relationships with key clients, resulting in repeat business and increased revenue.
- Business Listing, Website Activation
- Organized weekly team meetings to discuss progress, challenges, and opportunities for growth.
- Achieved sales targets consistently through regular monitoring of team performance and adjusting strategies accordingly.
Inbound Sales Representative
Premiere BPO Inc.
08.2010 - 05.2014
- Managed high call volume efficiently, maintaining a professional demeanor under pressure.
- Delivered scripted sales talks to customers reached via manual and automatic dialing systems.
- Boosted customer satisfaction by addressing and resolving inbound sales inquiries promptly and professionally.
- Responded to customers within required turnaround times.
- Documented details of calls and customer interactions.
Customer Service Representative
WNS Philippines
08.2009 - 03.2010
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
Teleperformance
09.2008 - 04.2009
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
Customer Service Representative
ACS Affiliated Computer Services
06.2007 - 03.2008
- Managed large amounts of incoming phone calls
- Identify and assess customers’ needs to achieve satisfaction
- Build sustainable relationships and trust with customer accounts through open and interactive communication
- Provide accurate, valid and complete information by using the right methods/tools
- Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Education
Bachelor of Science - Tourism
Lyceum of The Philippines University
Intramuros Manila Philippines04-2001
Skills
- Operations management
- Operational excellence
- Operations oversight
- Team leadership
- Team Player
- Multi-tasking Skills
- Responsible
Timeline
Operations Executive
Vertex Agility Philippines
06.2022 - 12.2023
CEO
IGlobalHub
04.2020 - 09.2021
Sales Supervisor
Infinity Link Contact Solutions
12.2015 - 03.2020
Inbound Sales Representative
Premiere BPO Inc.
08.2010 - 05.2014
Customer Service Representative
WNS Philippines
08.2009 - 03.2010
Customer Service Representative
Teleperformance
09.2008 - 04.2009
Customer Service Representative
ACS Affiliated Computer Services
06.2007 - 03.2008
Bachelor of Science - Tourism
Lyceum of The Philippines University
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