Jen Del Rosario

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Project Manager

Mindracer Consulting,

Jan 2020 - Mar 2023 (3 years 3 months)

• Creates charts for process flows • Creates processes and process documentations • Creates and updates dashboards and scorecards • Overall project management

2

Executive Director

20four7VA,

May 2018 - Current (7 years 4 months)

• Oversees company-wide operations across multiple departments, including IT Help Desk, Human Resources, Recruitment, Quality Assurance, Business Analysis, and Training. • Develops, implements, and continuously improves operational processes to drive efficiency, scalability, and alignment with strategic objectives. • Defines and tracks Key Performance Indicators (KPIs) across departments to ensure measurable progress and high performance. • Leads cross-functional problem-solving initiatives and executes action plans to address operational challenges and opportunities. • Serves as a strategic advisor to the CEO, providing high-level operational support, analysis, and recommendations to guide company growth. • Manages the end-to-end mig

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Senior Program Manager

PSG Global Solutions,

Aug 2017 - Jul 2018 (1 year)

• Manages the overall program • Ensures program and company goals are met • Manages performance and productivity on a day to day basis

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Financial Advisor

SunLife of Canada,

May 2016 - Nov 2018 (2 years 7 months)

• Reports to a branch Unit Manager, responsible for education of clients on financial wellness. Joined as part time Financial Advisor to fulfill life advocacy of instilling financial literacy to the Filipinos

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Senior Operations Manager

Convergys Philippines Services,

Oct 2011 - Feb 2016 (4 years 5 months)

• Led the company to a no. 1 ranking consistently year on year • Led and worked with virtual teams in the Philippines, North America, India, and Australia • Responsible for program's strategic plan, action plan and implementation • Participate in Site strategic plan & implementations • Monitor of KPIs to ensure alignment with goals and strategies • Responsible for maintenance and implementation of balanced scorecards • Responsible for performance management to ensure accountability • Implementation of Human Resource processes to ensure 100% accountability including performance management and disciplinary actions • Partner with Program Management for finance budgeting, forecasting and profitability • Responsible for creation of inc

C

Operations Manager

Convergys Philippines Services,

Sep 2006 - Oct 2011 (5 years 2 months)

Reported to the Senior Operations Manager / Site Director, I handled an average of 8 Team Leaders in Operations, at one point 20 Team Leaders, acting as the lone Operations Manager in a program (size of about 300 agent 3 headcount) and awarded as a Top Manager of the Company. Accounts handled in the Automotive, Cable / Satellite, Financial verticals. Involved in 4 out of 5 programs and line of business startup and implementations (voice, non-voice - chat, email); also acted as a formal mentor to leaders in the company. • Responsible for coaching and mentoring of supervisors • Spearhead analysis of production data / metrics • Head weekly operations management meeting • Coordinate with workforce management regarding scheduling / staffing

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Senior TeamLeader

Convergys Philippines Services,

Apr 2006 - Aug 2006 (5 months)

Reported to the Operations Manager, I handled an average of 6 Team Leaders in an Automotive Account and managed a team of regular agents in a Telecom / Technical Support account. Initiated an audit of profiles and timekeeping that helped eliminate data profiling errors.

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Team Leader

Convergys Philippines Services,

Jun 2004 - Apr 2006 (1 year 11 months)

Reported to the Operations Manager, I handled an average of 15 Technical support agents, monitoring them to ensure performance in Quality and Customer Satisfaction. Team performance belongs to the top 25% of the program in a Telecom / Technical Support Account. • Coach and mentor agents • Call calibration for quality assurance • Review agent statistics daily and provide constructive feedback • Scorecard generation • Take in supervisory calls • Hold team meetings on a regular basis with direct reports • Responsible for human resource processes such as issuance of memos, time keeping system, attendance, payroll matters

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General Manager / Business Partner

Porto Clothes Shop,

Jul 2003 - May 2004 (11 months)

Acted as a Business Partner and overall Operations Manager, I oversaw the overall operations of the retail company – design, purchasing, inventory, pricing, marketing, sales, research, database administration and human resources. • Strategic Planning: work with business partners for company vision and aligning that to operational strategy • Reports preparation: financial statements, budget, and sales forecasts, employee appraisals • Develop point of sale (POS) system for use in sale transactions and inventory tracking using Microsoft Access

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Systems Developer

Pacific Consultants International Asia,

Oct 1998 - Jan 2000 (1 year 4 months)

• Define & develop system requirements • Perform systems analysis & design of projects to be developed • Develop database applications • Develop technical documentation of applications done

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Product Support Specialist

Ayala Systems Technology,

Apr 1997 - Apr 1998 (1 year 1 month)

• Provided technical support & customer service for Microsoft Philippines Customers • Responsible for keeping track of client issues and reports generation • Exposure to website development

Jen Del Rosario

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