Highlights:

Skills:Operations Management, Strategic Planning, Training and Development, Customer Service, Talent Acquisition

Certification:Lean Six Sigma - Yellow Belt

Assistant Operation Manager 10/2022 - current
OfficePartners360, , Philippines
Industry: Business Process Outsourcing
Ricken is currently working as an Assistant Manager of Operations in a BPO company located in the Philippines. He is responsible for managing the operations, from strategic planning to accomplishing goals and key performance indicators. Ricken holds an MBA from the University of Cebu – Philippines and a certified Lean Six Sigma Yellow Belt.
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Operations Manager 08/2021 - 10/2022
MySource Solutions, , Philippines
Industry: Business Process Outsourcing
Balance the needs of key stakeholders; establish operations objectives and work plans; delegate assignments to subordinate managers when necessary. Aid the human resources department in the recruitment process by interviewing potential hires and outlining clear job expectations. Establish a high standard for productivity, quality, customer service as well as define user guidelines.
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Supervisor 07/2016 - 05/2021
Iploy Staffing Solutions, , Philippines
Industry: Business Process Outsourcing
Support recruitment, training and orientation. Identify operational issues and deliver possible improvements. Prepare and present productivity reports and analyze data to assist management. Attend regular meetings with clients and management team and keep them informed of progress. Monitor and evaluate team productivity and provide constructive feedback and coaching.
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Optum - Pharmacy Help Desk 06/2015 - 06/2016
United Health Group, , Philippines
Industry: Business Process Outsourcing
Answer consumer calls regarding pharmacy benefits and claims. Assist consumers with issues and complaints, with empathy and a focus on customer satisfaction. Respond to questions and concerns about service, and escalate calls appropriately.
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Southwestern University PHINMA 05/2011 - 05/2015
, , Philippines
Degree: Bachelor's Degree
Major:Biology
Graduate of BS Biology

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