Michael John Laurente Email & Phone Number

Biñan, Ph

Head of Operations - One of the world's best and biggest Hotel Online Booking Service. Focus on Customer Service Guest LOB with Peak HC at 600+ while managing all departments - Operations, Learning and Quaity.Under my supervison are SOM, OMs, QM and TM. With 70+ support staff from all departments.

Muntinlupa City, National Capital Region, Philippines

● Senior Operations Manager for Health Care account (BGM device for Diabetics)● Managed 100+ FTEs under 5 Team Leads/Supervisors● Succeeded and maintained all KPIs (Service Level, Efficiency, Quality and CSAT)o Service level exceeding client goal of 70% (average of 80-90% monthly from Q4 2019 to Q3 of 2020)o ACW sustained at <60 secs versus client threshold of <108 secs while AHOT kept at <66 secs versus client threshold of <120 secso Consistent Quality Score within 90% and above versus client goal of 85%o CSAT consistent at 90-95% monthlyo Account absenteeism improved from average of 8-10% Unplanned Absenteeism for Q1-Q3 of 2019 down to 5% Q4 2019 and 2020 onwardso Moved account overall standing from AY 2019 at 30th up to 20th place within 6 months● Collaborated with Training and Quality team for action plan creation, identifying training needs, process improvement up to enactment and application to entire operations● Led over all communication, strategy and action plans to all operations and support group officers down to agent level● Provided coaching and leadership development to all staff members, promoting tactical and agile actions ● Reported directly to Operations Director

Alabang, Muntinlupa City

● Operations Manager for US Financial account – Retail Banking● Managed 120 FTEs including the Subject Matter Experts group under 7 Unit Managers (Alabang Site) from Aug 2016-Aug 2018o Granted Service Delivery Award from both Service Delivery Leader (VP) and Retail Bank Clients for 2017o Outstanding performance and consistency on NPS performance across all teams for 2017o Identified as Attrition and Retention POC and Engagement Leader by HRBP for the accounto Bestowed Service Excellence Award by SDL (VP) for 2018 ● Chosen to lead and launch same Retail Banking account in Genpact Bataan’s Site last Sep 2018 (50 FTEs under 3 Unit Managers) while reporting to Operations Director (Assistant VP) remotely from Bataano Directed recruitment initiatives, pre-process and process training and certification up to endorsement to productiono Lifted, enhanced and implemented Retail Bank process from Alabang to Bataan Siteo Ranked Top Site in NPS after months 5 months from implementation month against all 9 vendors of Retail Bank both onshore, offshore and captive sites o Lowest absenteeism for Genpact US Retail Bank account averaging below 5% monthlyo Awarded as Top Operations Manager for H1 of 2019● Managed and maintained all client service level agreements, ● Led call center operations through overall communications, coaching and development of all unit managers and front liners. This includes identifying training needs to help maximize performance, and enhancement of quality assurance structure.● Implemented best practices, delivers to clients and drive performance consistency.● Heavily involve and takes charge of communication and implementation of all audit and compliance rules and risk, policies and procedures and changes around the Retail bank business.● Worked directly with the Assistant Vice President (OD) for strategic planning for the entire operations. This includes managing the revenue and cost of the program to maximize profit.

Alabang, Muntinlupa City

● Supervisor/Team Manager for UK Online Retail Store● Helped with account startup from Implementations to Operations:o Client trainingso Recruitmento Classroom Trainingo Process improvemento Nesting up to Operations endorsement● Performed supervisory functions to drive motivation through guidance and apt mentorship. This includes staff development, addressing escalations, formulation of recommendations or action plans and provides ongoing training for performance improvement.● Coaches and develops staff, monitors and evaluates staff knowledge and provides feedback. Motivate and reinforces teamwork to achieve goal and aims to maintain excellent relations with the client.

Client Site, Uptown Bonifacio Global City

● Operations Manager of Technical and Customer Service account for the World’s biggest search engine● Managed 120 FTEs under 6 Team Managers● Managed the day-to-day operations for the call center including operations, communications, coaching and development of call center supervisors and phone reps, including strategic planning for the entire call center.● Worked with Senior Operations Manager in implementing initiative-taking solutions to ensure SOW obligations are met and to successful client partnership is achieved.● Provided technical leadership, resource allocation, performance assessments, and quality assurance with the aid of a custom-built Call Center management application.

● Technical trainer for World’s biggest search engineo Facilitated 14 classes for new waved for Order Management and Technical Support including uptraining for product updates and additional upskill for agents (Email Account Recovery, Escalations, Categorization and updates on new operating system● Demonstrated knowledge of training and facilitation skills, strategies, processes, and product through communication, coaching, application, training, and demonstration● Identified opportunities to develop skills in one's own area of expertise and willingly shares knowledge and expertise with the account

● Support Group Lead for Canadian Telco Account● Dealt effectively with the customer and client complaints and issues by escalating to the appropriate point of contact and taking necessary actions● Managed the quality assurance process and adhered to the Incident Change Management process.● Training and Development- Identified and coordinated training needs, delivered management development training, revising training programs, ensuring compliance with statutory training, monitor attendance, budget maintenance and emphasize on importance of training.● Accountable for team members’ performance (team lead, quality coaches and trainer interns) by coaching, creating development plans, recommending trainings and encouraging employee participation in decision making.

● Ensured team members are assisted on their escalations and maintain excellent resolution rate. Coaches and develops staff, monitors and evaluates staff technical knowledge and provides feedback and required training. Motivate and reinforces teamwork to achieve goal and aims to maintain excellent relations with the client.

● April 2010 – December 2013 (US Financial – Credit Card)o Top Team Manager May, July, Aug and Sep 2011o Q2-Q3 2012 Top Team Managero Platinum Team Manager – Green and Blue status across all business units for 2012o Facilitated Agent deployment in preparation for EOL – Q3-Q4 of 2013● December 2013 – April 2014 (Canadian Telco - Prepaid)o Top Team Manager from Apr, May, June, July & Aug 2014o Identified as ICU Lead (Nesting) for all waves o Assigned as Support Group lead for developing SMEs for training, quality and operationso OM assistant for deck creation and presentation during WBR and MBR with clients

● US Financial Account – Credit Card

Bachelor Of Mass Communication, General Mass Communication (Advertising, Pr, Journalism, Tv & Film Writing And Production, Theater)

Secondary Education