Osmarqui Salvador
Makati City,Philippines
Summary
Experienced Operations and Client Management expert with 19 years in the Business Process Outsource industry. Successfully led teams of up to 3500 employees as a Site Director. Launched and managed 13 client accounts across multiple industries and global regions. Recognized for achieving ~90% client metric attainment, reducing attrition to ~50%, and consistently exceeding revenue targets with improved margins. Notable recipient of prestigious awards, including Best Innovation Program of the Year and President's Club nominee.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Director, Operations
iQor Philippines
07.2023 - Current
- Managed financial portfolios
- Directly reports to Sr. Director
- Provides expertise on various client Request For Proposals
- Successfully supervised and led a workforce consisting of roughly 250 staff members
- Coordinates contract discussions with internal stakeholders and clients
- Spearheaded improvements in the areas of promotions, call and compliance processes, and operational governance.
Director, Service Delivery
Concentrix Philippines
12.2020 - 07.2023
- Managed portfolios in manufacturing, data management, automotive, healthcare, and hospitality industries for both C2C and B2C clients.
- Oversaw the holistic development of supported accounts by ensuring optimal performance levels in terms of finance, client relations, and team management.
- Led handle time optimization for a Car Rental client resulting in monthly savings of approximately 30k.
- Collaborated with (5) clients generating an annual revenue of approximately $13M in 2022, to develop and execute strategic initiatives in areas of innovation, growth, and security.
Instructor
De La Salle University Medical Center
01.2022 - 06.2022
- Part-time instructor.
- Provided comprehensive training to enhance the skills and knowledge of 40 first-year Nursing Students.
Director of Site Operations
Foundever (formerly SITEL Philippines Inc)
05.2018 - 07.2020
- Demonstrated expertise in successfully handling various industries including telecommunications, hospitality, healthcare, and technical business
- Provided direct reporting to multiple executives including the Chief Operating Officer, General Manager, and Vice President at different times.
- Held responsibility for ~ 3000 employees with annual revenue of $33M
- Utilized innovative methods, like speech analytics, resulting in a 2% boost in sales revenue and a significant enhancement of customer experience by 15%
- Collaborated with local government units and private sectors to facilitate job opportunities in Tarlac, resulting in 20 signed partnerships with public and private schools and universities.
- Demonstrated leadership by upholding site standards and achieving ISO 97001 certification.
Financial Advisor
SunLife Philippines of Canada Incorporated
09.2016 - 06.2019
- Worked as a part-time employee.
- Developed financial plans and strategies tailored to clients' individual needs.
Senior Client Services Manager
Convergys Philippines Incorporated
06.2004 - 12.2017
- Year: Apr 2016 – Dec 2017
- Managed sales and technical portfolios for business to consumer transactions.
- Managed and resolved client complaints efficiently to ensure customer satisfaction.
- Eliminated program’s penalty by implementing action plans and renegotiating metric goals in various departments, resulting in increased client business. The total penalty improvement was approximately $200k annually.
Senior Operations Manager
Convergys Philippines
06.2014 - 03.2016
- Revamped portfolio highlighting expertise in banking, specifically within collections and financials for business to consumer engagements.
- Successfully launched and managed a highly successful Fortune 500 program
- Implemented operational strategies, resulting in a 20% volume share.
Operations Manager
Convergys Philippines
12.2010 - 05.2014
- Enhanced banking portfolios for collections/financials and telecommunications business to consumer.
- Successfully introduced and implemented new business venture for current client.
- Ensured day-to-day operations align with goals of meeting service level and achieving key performance metrics.
- Led successful initiatives in Net Promoter Score and Average Handle time, yielding outstanding outcomes.
Senior Team Leader
Convergys Philippines
07.2010 - 11.2010
- Managed banking and collections for business to consumer portfolio
- Provided crucial support as the focal point for launching a new portfolio with an existing client in July 2010.
- Oversaw the profitability of the program and adjusted balances saved (ABS).
- New hire focal for new hire and team leader performance optimization.
Team Leader
Convergys Philippines
04.2007 - 06.2010
- Optimized the performance of portfolios related to banking, collections/financials, and telecommunication business to consumer.
- Led the pioneering team trained in Kansas City, Missouri, USA for the initial vendor launch of early-stage collections for Fortune 10 client at the Philippine site in February 2009.
- Implemented Off-Shore Quality Model for the client's benefit.
Customer Service Specialist
Teleperformance Incorporated
06.2005 - 04.2006
- Managed inbound concerns including activation for new services, billing education for customers, and basic mobile device troubleshooting.
Education
Bachelor of Science - Nursing
De La Salle University
04.2005
High School Diploma -
Don Bosco Technical Institute
04.2000
Skills
- Workforce Planning
- Business Analysis
- Operational Excellence
- Employee Development
- Data Management
- Customer Service Management
- Department Oversight
- Contract Administration
- Organizational Structuring
- Performance Improvements
- Artificial Intelligence
- Project Management
- P&L Management
- Client Account Management
- Process Improvements
- Business Leadership
Relevantskillsandcertification
- Project Management (Agile Management)
- Process Improvement and Optimization
- Six Sigma (Green Belt Trained)
- Microsoft 365 and Artificial Intelligence (ChatGPT, Copilot, Adobe)
- Finance Strategies for Business Leaders
- Philippine Nursing Board Passer
- Invoicing and Deal Reviews
- Writing and responding to Request For Proposal
- Employee Engagement and Workforce Management
Highlightsandaccomplishments
6, 6, ~90%, ~50%, 7% - 8% YoY, 2022, 2022, 2018, 2018, 1, 6
References
To follow upon request
Accomplishments
- Mar 2023 - Best in Innovation Program of the Year
- Dec 2022 - President's Club Nominee
- Mar 2019 - Best Cluster and Director of the Year
Languages
English
Full Professional
Tagalog
Native/ Bilingual
Certification
- Greenbelt Six Sigma
- Project Management
References
References available upon request.
Timeline
Director, Operations
iQor Philippines
07.2023 - Current
Instructor
De La Salle University Medical Center
01.2022 - 06.2022
Director, Service Delivery
Concentrix Philippines
12.2020 - 07.2023
Director of Site Operations
Foundever (formerly SITEL Philippines Inc)
05.2018 - 07.2020
Financial Advisor
SunLife Philippines of Canada Incorporated
09.2016 - 06.2019
Senior Operations Manager
Convergys Philippines
06.2014 - 03.2016
Operations Manager
Convergys Philippines
12.2010 - 05.2014
Senior Team Leader
Convergys Philippines
07.2010 - 11.2010
Team Leader
Convergys Philippines
04.2007 - 06.2010
Customer Service Specialist
Teleperformance Incorporated
06.2005 - 04.2006
Senior Client Services Manager
Convergys Philippines Incorporated
06.2004 - 12.2017
Bachelor of Science - Nursing
De La Salle University
High School Diploma -
Don Bosco Technical Institute
- Greenbelt Six Sigma
- Project Management
Similar Profiles
Jerald Dayrit NavarroJerald Dayrit Navarro
Customer Service Representative at Iqor PhilippinesCustomer Service Representative at Iqor Philippines
RANIELA HERNANDEZRANIELA HERNANDEZ
Operations Manager, Customer Experience at Iqor PhilippinesOperations Manager, Customer Experience at Iqor Philippines
MOISES NORVIC RUSTIAMOISES NORVIC RUSTIA
Customer Service Supervisor at IQor PhilippinesCustomer Service Supervisor at IQor Philippines