Michelle Aquino- Ghani
East Bank Demerara
Summary
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
18
18
years of professional experience
1
1
Certification
Work History
Operations Director
Express International Inc.
Georgetown, Guyana
11.2019 - Current
- Led the launch of a new company brand to expand in the US Market by maximizing the specialized skill in CDL-A truck driver recruitment. I'm now leading the company reporting to the CEO directly. Analyzed business operations and implemented strategies to improve operational cohesiveness.
- Analyzed performance metrics and identified key areas for improvement, leading to optimized processes across the organization.
- Streamlined operations by implementing efficient processes and policies, resulting in improved productivity and reduced costs.
- Monitored operational processes and procedures for sales, transportation, and logistics management by ensuring SOPs are used.
- Worked with clients to guarantee satisfactory service specifications and expectations before implementation.
- Improved company revenue by collaborating with marketing, sales, and support departments.
- Managed financial resources with a focus on cost control, leading to significant savings without compromising service quality.
- Negotiated prices and services with customers and vendors to decrease expenses and increase profit- ensuring competitive pricing and favorable terms for the organization.
- Analyzed customer feedback and identify areas for improvement to drive business success.
Senior Operations Manager
Qualfon Guyana
East Bank Demerara
02.2016 - 06.2019
- Led and managed the primary and biggest account of the company in South America with 1,000+ employees, both agents and staff combined.
- Developed operational procedures and guidelines to enhance efficiencies based on client-mandated metrics to improve operational quality and team efficiency.
- Implemented data-driven decision-making to inform business strategies and drive operational excellence.
- Responsible for Net Promoter Score/Issue Resolution and Quality Assurance Metrics site-level performance.
- Oversaw workforce management planning, volume predictions, and capacity planning, Training and Quality Departments.
- Continuously assessed emerging trends in operations management along with best practices to make informed recommendations for future enhancements.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
- Identified issues, analyzed information, and provided solutions to problems. Used critical thinking to break down problems, evaluate solutions, and make decisions.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
- Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
Corporate Senior Manager - Project Implementations
Qualfon Philippines
Qualfon Sites (Philippines, Guyana & Mexico)
02.2013 - 02.2016
- Managed all project leaders across all Qualfon sites and established team priorities, strategically assigned and maintained schedules, and monitored the performance of the staff.
- Managed a Merger & Acquisition project working side by side with the CEO and executives.
- Oversaw new account launches and implementations of huge Logos such as Google Adwords (Mexico), Café Press & EA (Guyana), Touch Commerce & Comcast (Philippines). Proactively communicated project risks and proposed mitigation plans to the executives and project stakeholders.
- Developed detailed plans based on broad guidance and direction.
- Successfully managed budgets and allocated resources to maximize project security.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Demonstrated strong organizational and time management skills while managing multiple projects.
- Assisted with day-to-day operations, working efficiently and productively with all team members during the project phase.
- Provided strong leadership to enhance team productivity and morale.
SWAT (Special Workforce and Actions Team) Manager
Qualfon Philippines
Qualfon Sites (Philippines, Mexico & Guyana)
06.2010 - 02.2013
- Led a group of specialists from Operations, Training, Quality, and Workforce whose main responsibility was to assist sites or accounts that are experiencing operational challenges and develop process improvement projects to stabilize performance. Our primary role was to ensure all the best practices existing in the company were leveraged.
- Guyana was the first assignment and my Team traveled and stayed in the country for 1 year intending to implement the best practices from Asia and help improve the QA performance. At the end of the project, the goal was achieved Guyana won the QA Cup which is the highest award from the client, and completed all the processes and procedures documentation for future reference.
- Moved to Mexico for 2 years executing similar troubleshooting and process improvement functions mentioned above.
- Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
Operations Shift Manager
Qualfon Philippines-Cebu Site
IT, Park Lahug Cebu City
05.2006 - 07.2008
- Helped design and Implement policies and standard operating procedures for continuous improvement.
- Scheduled staff shifts to secure adequate coverage and productive workflows.
- Created and implemented strategies for improving operational efficiency and accuracy.
- Consistently met or exceeded production targets while maintaining rigorous quality control standards.
- Conducted regular employee evaluations, providing constructive feedback for professional growth and development.
- Resolved customer complaints and issues and offered thoughtful solutions to maintain customer satisfaction.
- Enforced company policies and regulations with employees.
- Supported management in strategic planning efforts; analyzed critical metrics to identify areas of concern requiring immediate attention.
- Increased customer satisfaction and grew business by maintaining close relationships with customers. Consistent #1 for 2 years (Tier 1) and Consistent #1 for 2 years (in the Sales Department).
- Resolved conflicts between employees to maintain positive and productive work environments.
- Exercised leadership capabilities by successfully motivating and inspiring others.
New Hire and Specialty Trainer
Qualfon Philippines
IT Park, Lahug Cebu City
05.2006 - 07.2008
- Delivered client-based training manuals for new hire employees and helped revamp Tier 3 manuals for higher skills and positions according to the client's work process and requirements.
- Provided one-on-one mentoring to help trainers and trainees reach their full potential within the organization.
- Conducted comprehensive needs assessments to identify gaps in knowledge and skills, informing future program development.
- Enhanced trainee engagement through interactive workshops and hands-on activities.
- Evaluated the effectiveness of training initiatives by tracking participant progress and gathering feedback for continuous improvement.
- Developed and implemented a successful onboarding program.
- Tracked attendance and evaluated progress for assigned trainees.
- Collaborated with subject matter experts to create accurate and up-to-date content for training sessions.
Education
Bachelor of Science - Psychology
University of San Jose Recolletos
Magallanes, Cebu City Philippines10.2006
High School Diploma -
University of The Philippines
Lahug Cebu City03.2000
Skills
- Operations Strategy and Management
- Sales and Marketing Strategies
- Project Management
- Influencer (build future leaders)
Certification
- Certified Professional Manager Certified, COPC Inc., Issued: Feb 2022
- Operations Management Certified, Qualfon
- Site Director Certified, Qualfon
- Six Sigma Greenbelt Certified, Keisen Center International,
- Project Management- Trained
Timeline
Operations Director
Express International Inc.
11.2019 - Current
Senior Operations Manager
Qualfon Guyana
02.2016 - 06.2019
Corporate Senior Manager - Project Implementations
Qualfon Philippines
02.2013 - 02.2016
SWAT (Special Workforce and Actions Team) Manager
Qualfon Philippines
06.2010 - 02.2013
Operations Shift Manager
Qualfon Philippines-Cebu Site
05.2006 - 07.2008
New Hire and Specialty Trainer
Qualfon Philippines
05.2006 - 07.2008
Bachelor of Science - Psychology
University of San Jose Recolletos
High School Diploma -
University of The Philippines