Eddie Ramer Email & Phone Number

Valenzuela, NCR, PH

Manila, National Capital Region, Philippines

• Strengthen and Expand Philippines Partnerships: Drive the growth of partner networks by enhancing existing partnerships, aligning strategies, leveraging complementary expertise, and identifying opportunities for.
• Empower Clients with Strategic Sourcing Insights: Guide clients in evaluating and navigating diverse sourcing, facility and support options, providing clarity and transparency across sourcing models to support informed.
• Deliver Innovative Solutions in the Philippines Market: Develop and implement tailored solutions that capitalize on the unique opportunities within the Philippines, ensuring measurable value and sustainable growth for.

Manila, National Capital Region, Philippines

• Lead and support 5500+ employees across 10 sites in Manila and Provincial areas of the Philippines. Identifying opportunities to do things better for our employees and clients.
• Review and improve existing processes across Operations, Training, Quality and Employee Support to ensure consistency across vertical and remove obstacles.
• Improve Leadership Development with a specific focus on front line leaders through both facilitated and self led curriculum.
• Further integration between various entity processes to ensure consistent success and develop strategic Business planning.

Manila, Philippines

• Strategic position supporting major and minor clients across multiple locations, contact reasons, channels and industries. Managing 2500+ employees across multiple sites
• Maintain client relationships at an advocate level through alignment in priorities, flexibility and deliver on priority metrics resulting in increased Market Share.
• Ensure delivery of financial performance covering both revenue and margins, exceeding budget.
• Oversee integration with Teleperformance acquisitions by building relationships with key personnel and understanding history.
• Pioneer in visual reporting allowing leaders to gain new insights into opportunities to further increase performance using Analytical Skills.
• Led efforts in calibration of Geo wide reporting showing ranking for Client, Financial, Productivity and People metrics.

Manila, Philippines

• Partnering with Australian Telephony Clients unique LOBs (Retail, Digital and Consumer Moves support), enhancing and reducing the customers contacts through Retail store process changes, technological advances and.
• Oversaw critical migration to "Supersite" model involving changes in operating rhythm, commercials and performance expectations.
• Drove Chat productivity to new levels through new approach to volume management.

Manila, Philippines

Responsible for half of the Operations and Quality teams in Largest single site globally (2950 Stations, Approx 4000 FTE). Client responsibilities include major PC / Laptop Manufacturers, Leading global OS / Software company, Mobile internet and Satellite radio providers. Service Channels include Voice, Chat, email and Back office processing.

This position supports one of the leaders in the online retail marketplace for which Sutherland is their largest vendor. Our team supports countries in North America, Europe, South East Asia as well as the Australian market and we are responsible for over 1100 front line Associates.

This role encompasses the ongoing management & development of 350 FTE on an IB ISP Tech Support program. This role includes all responsibilities of a Dir of Ops but also includes complete ownership of the Account Management/Client Services. This includes invoice discussions, calculations & possible negotiations.

I was moved to this position specifically to handle implementation of new client programs and the launching new sites in the Philippines. During this 2 and a half years, I launched 3 new sites for and 7 seperate clientso new to the geography. Running up to 5 progams simultaneously including several that I took over to improve performance out of 'critical'.