Jasper Edsel Tabbun
ACCM | OPERATIONS MANAGER
Petaling Jaya,Selangor
Summary
With 15 years of experience in Client Management, Service Delivery, Operations Management, Quality Assurance, and Technical Support, brings a comprehensive and versatile skill set to any organization. Expertise includes Service Delivery Management, Root Cause Analysis, SLA Management, Remote Collaboration Tools, Data Analysis, and Digital Literacy. Excels in utilizing these skills to enhance operational efficiency and client satisfaction. Additionally, possesses strong people management skills, fostering teamwork and driving performance to achieve organizational goals.
Overview
16
16
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
ACCM | Operations Manager
Teleperformance
07.2023 - Current
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Analyzed data trends to identify potential bottlenecks in operations workflow, implementing strategies to mitigate risks accordingly.
- Facilitated smooth collaboration between departments through clear communication channels.
- Achieved higher employee retention rates by fostering a positive work environment and providing opportunities for professional growth.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
- Enhanced customer satisfaction by establishing clear communication channels and addressing concerns promptly.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow.
- Analyzed and reported on key performance metrics to senior management.
- Supervised operations staff and kept employees compliant with company policies and procedures.
TEAM /Account Manager
Wipro Limited Malaysia - Citibank
9 2021 - 07.2023
- Built and strengthened long-lasting client relationships based on customer-centric terms
- Addressed problems with daily operations, service level, and service delivery to maintain and enhance client satisfaction
- Set clear operations goals to achieve service level agreement
- Coordinated with internal teams to facilitate prompt delivery of client projects
- Facilitated client satisfaction and renewed customer relations to drive growth
- Reviewed and mitigated discrepancies to increase SLA, reduce DSAT/escalation and streamline processes
- Monitored and analyzed customer feedback to identify opportunities for improvement
- Evaluated client needs and developed tailored solutions to increase positive customer ratings
- Fostered lasting relationships with customers through effective communication and quick response, resulting in long-term loyalty and expanded client base
- Maintained green score for major SLA such as CSAT - above 90%, DSAT - below 4%, and FCR above 88%
OPERATIONS MANAGER
IBM CIC Malaysia - Citibank
11.2019 - 09.2021
- Implemented process improvement to shape organizational culture, optimize procedures for higher efficiency and help company evolve and grow
- Set, enforced, and optimized internal policies to maintain responsiveness to demands
- Introduced new methods, practices, and systems to reduce turnaround time
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines
- Led hiring, onboarding and training of new hires to fulfill business requirements
- Supervised operations staff and kept employees compliant with company policies and procedures
- Analyzed and reported on key performance metrics to senior management
- Developed and implemented strategies to maximize customer satisfaction
- Mitigated business risks by working closely with staff members and assessing performance.
BUSINESS PROGRAM MANAGER
IBM CIC Malaysia - Citibank
03.2016 - 11.2019
- Interacted with customers and clients to identify business needs and requirements
- Met with project stakeholders on regular basis to assess progress and make adjustments
- Coached team members on productivity strategies to accomplish challenging goals
- Facilitated workshops and conducted one-on-one training to educate team members
- Worked with subject matter experts to develop and implement mentoring programs to promote better learner experiences
- Managed and supervised administrative and daily program operations, complying with policies and regulations
- Collaborated with business leadership to set priorities based on business needs, resource capacity and risk exposure.
QUALITY ASSURANCE MANAGER
IBM RCC Malaysia - Lenovo
10.2013 - 03.2016
- Implemented new quality assurance and customer service standards
- Recorded, analyzed, and distributed statistical information
- Monitored staff organization and suggested improvements to daily functionality
- Performed root cause analysis to identify and resolve quality issues and defects
- Collaborated with cross-functional teams to develop and implement process and system improvements
- Investigated customer complaints and performed corrective actions to resolve quality issues
- Evaluated interactions between associates and customers to assess personnel performance
- Established and tracked quality department goals and objectives
- Applied coaching techniques and tools to support managers and team members in improving performance.
CRM DELIVERY ANALYST
IBM RCC Malaysia - Singapore Airlines
05.2011 - 10.2013
- Provided technical assistance to Singapore Airlines staff across the globe regarding PC problems, login issues, equipment refresh
- Involved in Ticket Management and Incident Management
- Participated in team projects, demonstrating an ability to work collaboratively and effectively
- Proved successful working within tight deadlines and a fast-paced environment
- Demonstrated strong organizational and time management skills while managing multiple projects
- Demonstrated respect, friendliness and willingness to help wherever needed
- Resolved problems, improved operations and provided exceptional service
- Exercised leadership capabilities by successfully motivating and inspiring others.
Team Leader
Magellan Solutions Philippines - AT&T
01.2011 - 05.2011
- Led order processing team providing support to US AT&T customers
- Built strong relationships with customers through positive attitude and attentive response
- Mentored and guided employees to foster proper completion of assigned duties
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
QUALITY ASSURANCE SUPERVISOR
Alorica Philippines - D-Link
03.2009 - 01.2011
- Led group of Quality Analysts for US and Canada Account
- Conducted training for new hires, performed call and ticket audits, led weekly call calibration, and facilitate refresher courses
- Evaluated interactions between associates and customers to assess personnel performance
- Fixed identified issues to increase productivity and boost workflows
- Monitored product standards and quality control programs
- Educated employees on specific QA standards and confirmed maintenance of standards
- Implemented process improvements to increase productivity in quality assurance operations
- Maintained team's CSAT score above 90%.
Technical Support Representative
Alorica Philippines - D-Link
07.2008 - 03.2009
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones
- Collaborated with supervisors to escalate and address customer inquiries or technical issues
- Assisted customers in identifying issues and explained solutions to restore service and functionality
- Managed over 50 calls per day with achieved SLA.
Education
Bachelor of Arts - Bachelor in Elementary Education
Philippine Normal University
Lopez, Quezon 05.2003 - 05.2007
Skills
Data Analysis
Performance reporting
Process Improvement
Customer Service
Organizational Management
Performance monitoring
Workflow Optimization
Incidents management
Solutions Development
Continuous improvements
Staff Management
Certification
06/2020, ITIL Foundation Certificate in IT Service Management
Accomplishments
- Driven the achievement of 99% Accuracy Target for Tiktok MY.Successfully closed ASR LSS for both MY and SG Market. resulting to € 32,000 Total savings.
- Drastically reduced the client escalations for MY Market.
- Met and maintain MY Market Goals and Targets.
- Successfully established professional relationship across the departments and sites.
- Initiated multiple initiatives promoting employee's wellness.
- Initiated engagement activities that promotes camaraderie and well being.
- Eradicated operational challenges which resulted to better performance.
Alias
Jasper
Technical Profile
Adept in Remote communication tools and processes such as MS teams, Webex, Sametime, and Zoom, data analysis and root cause analysis, coaching and continuous improvement, client relationship management, solutions development, operations support, training and coaching, client needs assessments, service desk oversight, staff management, performance maximization, documentation, continuous improvement. English (Proficient), Tagalog (Proficient), Bahasa Melayu (Beginner).
Timeline
ACCM | Operations Manager
Teleperformance
07.2023 - Current
OPERATIONS MANAGER
IBM CIC Malaysia - Citibank
11.2019 - 09.2021
BUSINESS PROGRAM MANAGER
IBM CIC Malaysia - Citibank
03.2016 - 11.2019
QUALITY ASSURANCE MANAGER
IBM RCC Malaysia - Lenovo
10.2013 - 03.2016
CRM DELIVERY ANALYST
IBM RCC Malaysia - Singapore Airlines
05.2011 - 10.2013
Team Leader
Magellan Solutions Philippines - AT&T
01.2011 - 05.2011
QUALITY ASSURANCE SUPERVISOR
Alorica Philippines - D-Link
03.2009 - 01.2011
Technical Support Representative
Alorica Philippines - D-Link
07.2008 - 03.2009
Bachelor of Arts - Bachelor in Elementary Education
Philippine Normal University
05.2003 - 05.2007
TEAM /Account Manager
Wipro Limited Malaysia - Citibank
9 2021 - 07.2023
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