Vladimir Girard II G Oliveros
Social Media Advertiser
Kuala Lumpur,14
Summary
To secure a leadership position where I can leverage my 20+ years of expertise in operations management, account management, and team leadership to drive business success and deliver exceptional customer experiences.
Overview
24
24
years of professional experience
Work History
Social Media Advertiser
Concentrix Malaysia
06.2025 - Current
- Managed budgets effectively, ensuring maximum return on investment for advertising campaigns.
- Enhanced client satisfaction with creative and effective advertising solutions tailored to their specific needs.
- Increased longevity of accounts by providing individualized customer service and developing relationships with account holders.
- Directed creative process for traditional and online ads.
Senior Fraud Investigations Analyst
TDCX Malaysia
01.2021 - 01.2024
- Assessed merchant and user eligibility for tax filing in the US, ensuring compliance with US policies
- Managed tax filing procedures and reviewed documentation for client onboarding
- Detected and addressed fraudulent activities, ensuring adherence to account-specific protocols.
- Managed multiple accounts simultaneously, demonstrating exceptional organizational skills and attention to detail.
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Identified and resolved problems through root cause analysis and research.
Operations Manager, Customer Experience
Siblings Solutions
01.2020 - 01.2021
- Developed and implemented operational policies, ensuring legal and regulatory compliance
- Supported effective communication between staff and management
- Enhanced customer experience by resolving issues and improving processes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
Operations Management - Sales and Marketing Management
Callbox Inc
01.2015 - 01.2019
- Maintained and strengthened client relationships, addressing concerns and minimizing attrition
- Managed client accounts, ensuring their needs and quotas were met
- Updated campaign managers on client feedback and changes.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
Team Leader - Project Management
Sitel Philippines
01.2014 - 01.2015
- Coordinated and motivated a team of call center staff, improving performance and minimizing errors
- Monitored calls for quality and fraud detection, implementing corrective actions as needed.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Held weekly team meetings to inform team members on company news and updates.
Team Leader - Project Management
IBM Daksh Philippines
01.2012 - 01.2014
- Managed a team of 31, focusing on performance appraisal, coaching, and problem resolution
- Ensured adherence to schedules and delivery of a defined customer experience.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
SME (Subject Matter Expert)
Genpact Philippines Inc
01.2011 - 01.2012
- Handled international healthcare accounts and supervised teams in the absence of the Team Manager
- Managed reports on attendance and quality.
- Collaborated with other SMEs to develop cross-curricular connections, enriching employees understanding of complex topics.
- Organized and participated in meetings and collaborations with other departments in order to have a smooth transfer of process knowledge to drive consistency in quality.
Team Leader - Project Management
Teletech Novaliches
01.2010 - 01.2011
- Assisted with home phone and internet installations and handled escalated calls
- Monitored and coached agents to ensure procedural compliance.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
Operations Manager, Customer Experience
Branders Inc
01.2009 - 01.2010
- Managed orders and agent performance, ensuring timely processing and reasonable quotes.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Coordinated with internal teams to facilitate prompt delivery of client projects.
Quality Assurance Supervisor
Intellibox Inc
01.2008 - 01.2009
- Monitored calls for compliance and provided training and feedback to agents
- Generated daily reports on qualified sales and addressed quality issues.
- Analyzed data from quality metrics to identify trends and opportunities for improvement, driving targeted action plans based on findings.
- Enhanced team performance by providing regular training, feedback, and guidance to Quality Assurance staff.
- Maintained comprehensive documentation of QA activities, supporting effective communication between departments and facilitating process improvements.
Shift Supervisor
Praetech Inc
01.2006 - 01.2008
- Hired, trained, and supervised agents, ensuring metrics and company goals were met
- Monitored call center performance and provided regular status reports.
- Ensured smooth operations during peak hours by effectively managing resources and staff allocation.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Improved customer satisfaction rates with consistent quality checks and timely resolution of complaints.
Team Leader, Sales Operations
Globalstride Inc
01.2002 - 01.2006
- Developed team goals, managed performance, and took escalation calls as a subject matter expert.
- Fostered a culture of continuous improvement by holding regular team meetings to discuss best practices and share knowledge across the organization.
- Reduced employee turnover by recognizing top performers and creating tailored development plans for underperformers.
- Mentored junior team members, fostering a positive work environment that encouraged professional growth.
- Conducted regular performance evaluations, identifying areas of improvement and adjusting training programs accordingly.
Education
Bachelor of Science - Biology
Far Eastern University
Sampaloc, Manila01.2001
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San Jose Academy
Navotas, Metro Manila01.1997
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Immaculate Concepcion Academy
Tondo, Manila01.1994
Skills
Operational efficiency management
Client account management
Fraud risk assessment
Collaborative team management
Service excellence
Social media strategy
Client engagement strategies
Disclaimer
Vladimir Girard II Gorrez Oliveros
PERSONAL DATA
- Nickname: Vlad
- Age: 44 years old
- Date of Birth: December 9, 1980
- Place of Birth: Navotas City
- Mother’s Name: Carolina Rebecca Oliveros
- Father’s Name: Arnando Antonio Oliveros
- Civil Status: Married
- Nationality: Filipino
Timeline
Social Media Advertiser
Concentrix Malaysia
06.2025 - Current
Senior Fraud Investigations Analyst
TDCX Malaysia
01.2021 - 01.2024
Operations Manager, Customer Experience
Siblings Solutions
01.2020 - 01.2021
Operations Management - Sales and Marketing Management
Callbox Inc
01.2015 - 01.2019
Team Leader - Project Management
Sitel Philippines
01.2014 - 01.2015
Team Leader - Project Management
IBM Daksh Philippines
01.2012 - 01.2014
SME (Subject Matter Expert)
Genpact Philippines Inc
01.2011 - 01.2012
Team Leader - Project Management
Teletech Novaliches
01.2010 - 01.2011
Operations Manager, Customer Experience
Branders Inc
01.2009 - 01.2010
Quality Assurance Supervisor
Intellibox Inc
01.2008 - 01.2009
Shift Supervisor
Praetech Inc
01.2006 - 01.2008
Team Leader, Sales Operations
Globalstride Inc
01.2002 - 01.2006
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San Jose Academy
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Immaculate Concepcion Academy
Bachelor of Science - Biology
Far Eastern University