Ryan Avenido
Service Excellence, Sr. Manager
Legazpi City,Albay
Summary
Senior operations and process improvement leader with 17+ years driving performance transformation across telecom, retail, and travel programs. Expert in Lean Six Sigma, cross‑functional leadership, digital reporting, and KPI turnaround for large centers (1000+ FTE). Proven track record delivering $1.2M+ QNI impact, improving SLA compliance by 30%, and enabling data‑driven decision‑making through enterprise‑grade Power BI solutions.
Overview
17
17
years of professional experience
3
3
Certificates
Work History
Senior Manager- Service Excellence
Sutherland Global Services
11.2017 - Current
- Spearheaded Lean Six Sigma programs across multiple business units, training over 100 managers and support personnel.
- Implemented Power BI dashboards, improving real-time visibility and decision-making.
- Delivered over 15 process optimization projects, generating significant EBITDA gains and improved partner satisfaction, NPS, CSAT, ASAT, AHT, IR, QA Score, Long Contacts (LC), Shrinkage/Absenteeism, Attrition, TM and Support Ratio.
- Conducted journey mapping and performance baselining for retail and travel programs, resulting in a 30% improvement in SLA compliance.
- Implemented and developed operational standards, policies and procedures.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
Account Manager ~ Sr. Team Manager ~ Team Manager
Sutherland Global Services
10.2008 - 10.2017
- Managed diverse sales, chat and back office teams of over 100 employees and drove KPI uplift initiatives (Sales, Average Order Value (AOV), Conversion Rate, AHT, QA, NPS, ASAT, Agent Productivity).
- Standardized dashboards and reporting solutions for performance management and client reviews, improving data visualization and decision-making.
Education
BSBA - Operations Management
University of Nueva Caceres
Naga City10.2017
Some College (No Degree) - Information Technology
Ateneo De Naga University
Naga CitySome College (No Degree) - Computer Management and Accounting
Ateneo De Naga University
Naga CitySkills
Strategic Planning and Execution
Service Delivery Leadership, Forecasting & Workforce Planning, Stakeholder Management, Site Performance Management, Digital Transformation
Process Optimization and Lean Six Sigma
Lean Six Sigma (Green Belt), Journey Mapping, Root Cause Analysis, SOP Design, Margin Optimization, Continuous Improvement Culture
Data Analytics and Reporting
Power BI Reporting & Dashboarding, Ecommerce Analytics, Process Baselining, Minitab, JASP, Advanced Excel
MS Office Suite, Power BI, AI-Driven Reporting, Technical Input for GTS Projects
Accomplishments
- KPI Uplift Initiatives performed on Sales/Revenue, Average Order Value (AOV), Conversion Rate, AHT, QA, NPS, ASAT, Agent Productivity
- Lean Tools & Techniques applied on end-to-end Process Mapping, Value Stream Mapping, Performance Baselining and Performance Glidepaths
- Delivered $115K QNI in 2024 through initiatives improving IR, ASAT, QA, AHT, and FCR across Telecom, Travel and Retail programs.
- Driving initiatives expected to deliver $1.1M QNI in 2025-2026 through absenteeism reduction, attrition control, AHT optimization, and support efficiency for a Travel program.
Certification
AI Fluent – Coursera (Badge Earned)
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
AI Fluent – Coursera (Badge Earned)
10-2025
Lean Six Sigma Green Belt (Certified)
11-2022
Senior Manager- Service Excellence
Sutherland Global Services
11.2017 - Current
Lean Six Sigma Black Belt (Training Completed)
06-2017
Account Manager ~ Sr. Team Manager ~ Team Manager
Sutherland Global Services
10.2008 - 10.2017
BSBA - Operations Management
University of Nueva Caceres
Some College (No Degree) - Information Technology
Ateneo De Naga University
Some College (No Degree) - Computer Management and Accounting
Ateneo De Naga University
Language
English (Fluent)
Tagalog (Fluent)
Seminars and Trainings Attended
AI Fluent – Coursera (Badge Earned) | November 2025
-Completed 5 specialized courses: Artificial Intelligence Fundamentals, Generative AI & Prompt Engineering, Microsoft 365 Copilot, Agentic AI for Leaders, and Responsible AI Principles.
Lean Six Sigma Black Belt Training | Sept 21-27, 2017
-Trained in advanced process improvement, data analysis, and project leadership to drive efficiency and quality.
Lean Six Sigma Green Belt Training | Jul 6-8, Aug 8-9, 2016
-Focused on process improvement tools, root cause analysis, and data-driven problem-solving techniques.
SOAR Coaching Methodology | Oct 14, 2015
-Trained in the SOAR approach—Support, Observe, Analyze, Reinforce—to enhance performance through strengths-based coaching and goal alignment.
LEAD 200 Training | Jan 20- Jan 23, 2014
-Prepared for Account Manager roles with emphasis on operational efficiency, workforce management, and client relationship building.
Master Coach Project | Nov 20, 2012
-Developed advanced coaching skills to mentor peers, enhance team performance, and drive continuous improvement initiatives.
Talent Development Workshop | Nov 14, 2012
-Focused on identifying and nurturing high-potential employees to drive career growth and organizational success.
Platinum Coach Certification Workshop | Oct 22-25 2012
-Certified in advanced coaching techniques to enhance leadership skills, performance, and team development.
LEAD 100 Training | Jan 31- Feb 11, 2011
-Prepared for Team Manager roles with a focus on employee engagement, retention strategies, and core management responsibilities.