Gabriel Oliveros
Director of Operations - Philippines
Professional Overview
Gabriel Oliveros is an experienced operations professional with a strong track record of driving organizational efficiency and process optimization. As the Director of Operations for Forta's Philippines division, he leverages his comprehensive expertise in customer service, technical support, and business administration to lead and transform mission-critical operations.
Experience Summary
Current Role
As the Director of Operations - Philippines at Forta, Gabriel is responsible for overseeing all operational aspects of the company's Philippine-based business units. He leads a team of managers and supervisors, ensuring seamless service delivery, operational excellence, and continuous process improvements. Under his guidance, the Philippine operations have achieved significant improvements in customer satisfaction, productivity, and cost-effectiveness.
Career Progression
Prior to joining Forta, Gabriel held various leadership roles at Outsource Access, where he served as the Head of Operations and Acting Head of VA Services. In these positions, he was instrumental in streamlining workflows, optimizing resource allocation, and enhancing the overall quality of the company's service offerings. Earlier in his career, Gabriel gained extensive experience in customer service and technical support as a Supervisor and Assistant Manager of Operations at Concentrix, a global business process outsourcing provider.
Academic Background
Gabriel holds a Bachelor's degree in Business Administration from the University of the Philippines Mindanao, where he graduated with distinction.
Areas of Expertise
- Operations management and process optimization
- Customer service and technical support operations
- Team building and people management
- Data-driven decision making and performance analytics
- Strategic planning and business process re-engineering
Professional Impact
During his tenure at Outsource Access, Gabriel spearheaded the implementation of a new quality assurance framework that resulted in a 25% reduction in customer complaints and a 15% increase in first-call resolution rates. At Concentrix, he led a cross-functional initiative to streamline the company's escalation management protocols, leading to a 20% improvement in customer satisfaction scores.
Conclusion
With his extensive experience, proven leadership abilities, and strong commitment to operational excellence, Gabriel Oliveros is well-positioned to drive continued growth and success for Forta's Philippine operations. His strategic vision, combined with his hands-on approach to problem-solving, make him a valuable asset in the rapidly evolving business process outsourcing industry.
