Professional Overview
Ray Balanon is a seasoned Operations Manager with a strong background in customer experience, currently based in Pasig, NCR, Philippines. His expertise spans across operations management, learning and development, quality assurance, and customer service. With a focus on the Business Process Outsourcing (BPO) industry, Ray has developed a comprehensive understanding of what drives customer satisfaction and operational efficiency.
Experience Summary
Current Role
As the Operations Manager Customer Experience at Alorica, Ray oversees the development and implementation of strategies to enhance customer experience. His key responsibilities include team management, process improvement, and ensuring that operational goals are met. A significant achievement in his current role is the successful leadership of his team, driving towards improved customer satisfaction metrics.
Career Progression
Ray's career progression is marked by notable roles such as the Global Learning Specialist - North and Latin America, Learning Specialist - PH Region at Alorica, Senior Quality Coach at Acquire BPO, Operations Trainer, and Customer Services Agent at West contact services, and Customer Service Agent at Teleperformance. This trajectory showcases his growth from a customer-facing role to leadership positions, highlighting his ability to adapt, learn, and contribute significantly to his organizations.
Academic Background
Ray holds a Bachelor's Degree in Elementary Education, Major in General Education, from Don Mariano Marcos Memorial State University. Although his academic background may not directly align with his current industry, it has provided him with a foundation in understanding educational principles, which he applies in his training and development roles.
Areas of Expertise
Ray's areas of expertise include operations management, customer experience enhancement, learning and development, quality assurance, and team leadership. His technical competencies involve proficiency in process analysis, improvement strategies, and the use of various customer relationship management (CRM) tools. As a leader, Ray has demonstrated the ability to manage and motivate teams towards achieving operational goals and improving customer satisfaction.
Professional Impact
While specific project details are not available, Ray's contributions to his current and previous organizations are evident through his career progression and the roles he has held. His ability to lead teams, develop training programs, and ensure quality standards are met has likely had a positive impact on the operational efficiency and customer experience of the companies he has worked with.
Conclusion
Ray Balanon's professional trajectory is one of continuous growth and development, from his early days in customer service to his current role as an Operations Manager. His focus on customer experience and operational efficiency, combined with his leadership and management capabilities, positions him as a valuable asset to any organization seeking to enhance its customer-facing operations. With his current role at Alorica, Ray continues to drive improvements in customer experience, leveraging his expertise to contribute to the success of his team and the organization as a whole.
