Carla Maria V. Legaspi
Stockton,CA
Summary
Adept Operations Manager with a proven track record for enhancing team performance and customer satisfaction through exceptional problem-solving and team leadership. Skilled in fostering client relationships and employee empowerment, significantly improving operational outcomes. Demonstrates an unsurpassed work ethic and mastery in cross-functional communications.
Overview
14
14
years of professional experience
Work History
Operations Manager
Ibex Global Solutions Philippines, Inc.
09.2019 - 12.2024
- Supervised operations staff and kept employees compliant with client and company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular internal and external performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with the client to ensure continued partnership and growth.
- Facilitated smooth collaboration between departments through clear communication channels.
Operations Manager
HGS - Hinduja Global Solutions
03.2016 - 08.2018
- Supervised operations staff and kept employees compliant with client and company policies and procedures.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Developed and maintained relationships with client to ensure smooth operations and continued partnership.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Analyzed and reported on key performance metrics to senior management.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Shift Manager
HGS - Hinduja Global Solutions
09.2014 - 02.2016
- Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
- Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
- Trained and mentored new employees to maximize team performance.
- Improved overall team performance by effectively delegating tasks and providing clear instructions.
Team Leader
HGS - Hinduja Global Solutions
02.2011 - 08.2014
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
Education
Post-Degree Certificate - Special Education
REACH, Inc.
Las Piñas City, PH12-2007
Bachelor of Arts - Psychology
University of The Philippines
Diliman, Quezon City, PH04-2002
High School Diploma -
Assumption College
Makati City, PH03-1998
Skills
- Problem-solving
- Team leadership
- Operations management
- Customer service
- Client relationships
- Unsurpassed work ethic
Languages
English
Full Professional
Filipino
Native or Bilingual
Timeline
Operations Manager
Ibex Global Solutions Philippines, Inc.
09.2019 - 12.2024
Operations Manager
HGS - Hinduja Global Solutions
03.2016 - 08.2018
Shift Manager
HGS - Hinduja Global Solutions
09.2014 - 02.2016
Team Leader
HGS - Hinduja Global Solutions
02.2011 - 08.2014
Post-Degree Certificate - Special Education
REACH, Inc.
Bachelor of Arts - Psychology
University of The Philippines
High School Diploma -
Assumption College
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