Ryki Tongko Email & Phone Number

Metro Manila, Philippines

Philippines

Ortigas

Ortigas

Philippines

Manila, Philippines

Operations ManagerOperations, Feb to May 2017Assigned to a Customer Service account supporting QA Performance Improvement through Deep-Dive Analysis, Good-to-Great Call Listening, Own Call Review and Driver reduction. Improved Team QA Performance, began QA Performance Improvement mid-February 2017, from 77.44% in January 2017 to 90.47% in March 2017.Operations Managerthenile.com.au, Sep 16 to Jan 2017Managed the following verticals: Administration, Customer Service, Procurement, Quality and Training, Data, Marketing, Process Improvement and Recruitment

Manila, Philippines

Global Support ManagerSMG TechnologiesFebruary to July 2017Works with an international cloud-based SaaS solutions provider, powered by a living predictive analytical engine.Manages the support queue, triaging bugs and communications around the support desk. Manages the Manila-based Support & QA team for a range of products in the sports, health, and well-being industry worldwide to ensure that tasks are completed on time and accurately, effective workload and distribution of work, and handle disciplinary matters.Implement process improvements. Introduced and executed new processes for a more efficient reporting and triaging of bugs.Zendesk Administrator, set-up and manage all aspects of CRM application. Maintain and update the user manuals (Zendesk based) according to each development.Operations LeadStream Group Holdings Pty LtdJanuary 2016 to January 2016Managed the HUB consisting of various verticals: Administration, Reporting, IT (Development/Quality), and Finance, as well as, other business units as per need.Involved in the Recruitment process from initial screening and interview for skills and “best fit”, validation interview and recommendation-to-hire - conducts on-boarding and induction of new hires. Recommends resource requirements/allotment based on projected task/project/work to be assigned to the Manila team.Point of Contact for Australian Managers to coordinate work deployment, work scope, timelines, and quality (accuracy) of work of the various verticals (except IT). Involved in creating training materials and providing training of work to be deployed. Monitor performance and quality, recommends and implements process improvements for a more effective and efficient execution of work and provide a post work summary.Conducts coaching and mentoring, performance reviews, and formulation and implementation of performance improvement plans. Manages disciplinary matters in coordination with HR and other involved departments.

Manila, Phliippines

Microsoft XBox, 07/10 to 10/11Macy's Online Retail Store, 10/11 to 07/12Applied as a Team Leader, but due to experience as Operations Manager doing Triad Coaching and Mentoring, was hired as Operations Manager to Launch a Customer Service/Technical Support Account supervising 7 Team Leaders (with an average of fifteen agents per team) in my Cluster (aside from other Team Leaders and Agents from 4 other Clusters) providing guidance through feedback and coaching (skip level, 1-on-1 and Triad), mentoring for team leader development, SL Management, and executing various ad hoc tasks.Was Top OM for 4 consecutive months after program launch for XBox.Admin POC for handling Transition and Operational Logistics, as well as Talent Development POC identifying and scheduling trainings and developmental courses for Team Leaders as per operational plans and talent requirement.Created and implemented the English Only Culture (EOC) initiative for Macy's to improve conversational skills and message delivery. Designed and created materials to advertise and promote the initiative.Resigned with 30-day notice due to health concerns with a doctor's advise to rest and recuperate from over fatigue.Have since been taking care of my health, my children and keeping abreast of updates in BPO skills through online sources for Quality Tools (like DMAIC and similar topics).

Manila, Philippines

Trainer, 10/05 to 06/06Customer Service and Technical Support Manager, 07/06 to 09/07Operations Manager, 10/07 to 06/10Hired as a Trainer for the Sports Team due to my 1 year stay/schooling in the US (Newark Valley High School, NY). Created the training module, materials and assessments. Documented the process by which the Sports Team will deliver the service using existing technology challenges.Tasked to put together a team of six Customer Support Specialists, create a Training Module and develop the system, procedure and reporting structure of the department. Upon implementation I was promoted to Customer Service and Technical Support Manager. While heading the Customer Service and Technical Support team, a larger and more important role I was assigned to do deals with the main operations. Reporting directly to the General Manager/Operations Director and serves as one of his alter-ego (Operations Manager). This responsibility, as Operations Manager-On-Duty of two shifts out of three, requires me to handle Operations not only during specific shifts, but also through out all shifts. The responsibility covers policy making and implementation, workforce planning and management, Key performance measurement creation and implementation (quality assurance and productivity) from agents up to shift managers, direct operations management, and coaching/feedback of Shift Managers and Team Leaders. Subsequently I was promoted as Operations ManagerAs a side responsibility, three (3) out of eight (8) of the Administrative Staff was assigned to me to implement and manage Facility Policies and operations.For Virtual Assistants I directly worked with the client during project processing and regularly reports to client for updates, challenges, and opportunity improvement. Sources and handles Virtual Assistants for long-term and short-terms projects. Negotiates and handles all Virtual Assistant concerns, including pay outs.The company ceased its Manila Operations.

Bachelor Of Science (Bs), Business Administration, Management And Operations

Honorary Diploma, High School