Peter Howell San Jose
Operations Manager / Remote Professional
Pasig,National Capital Region
Summary
Proven leader in contact center operations, with expertise in sales, customer service strategy, and team mentorship. Skilled in team management and process improvement, achieving substantial revenue growth, and fostering high-performance cultures. Strong communicator with a track record of coaching teams to exceed targets and enhance customer satisfaction. Experienced in managing diverse teams and complex projects, driving operational efficiency and quality improvements. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals. Highly-motivated employee with desire to take on new challenges. Strong work ethic, adaptability, and exceptional interpersonal skills. Adept at working effectively unsupervised and quickly mastering new skills. Results-oriented individual with a passion for continuous learning and innovation. Known for leveraging analytical thinking and creativity to solve problems and deliver high-impact solutions in fast-paced environments.
Quote
Know the true value of time; snatch, seize, and enjoy every moment of it. No idleness, no laziness, no procrastination: never put off till to-morrow what you can do to-day.
Philip Dormer Stanhope, Lord Chesterfield
Overview
20
20
years of professional experience
3
3
Certification
Certification
- Lean Six Sigma Certified - Yellow Belt, 2016, TELUS International, Philippines, Inc
- Switchgear Certified Master Coach, 2016, TELUS International, Philippines, Inc
- ICMI, IExcel, Operational Excellence, 2016, TELUS International, Philippines, Inc.
Accomplishments
- TELUS International Philippines, Inc. Representative, Business Expansion, 2019, Noida, India
- TELUS International Philippines, Inc. Representative, TELUS Facilitator Workshop, 2018, Calgary, AB, Canada
- Top Team Leader in 2012, SITEL Philippines Inc., Virgin Media, UK
- Best Intern of the School Year 2002 - 2003, Unciano Colleges and Medical Center
Work History
Lead Manager, Outbound Sales
1840 & Company
08.2024 - Current
- Lead, mentor, and inspire a team of Sales Executives, setting the example for outstanding performance and results
- Develop and implement sales strategies and objectives to achieve and exceed assigned sales targets
- Provide coaching and guidance to team members, enabling them to proactively cold call, qualify potential leads, and guide customers through the sales process to closure
- Assist in the cultivation and conversion of prospects identified through cold calling, maintaining ongoing contact through phone and email within a fast-paced, results-oriented environment
- Address objections and concerns raised by prospects and customers, sharing best practices and strategies with your team
- Oversee the sales funnel and lead nurturing, ensuring leads are managed efficiently and effectively
- Collaborate with the sales leadership team to strategize and execute sales activities that align with the organization's growth objectives
- Effectively present the features and benefits of our product offerings to the team, identify pain points, and provide solution-based selling techniques
- Maintain meticulous records of prospect interactions using designated tools and CRM systems, setting a standard for streamlined lead management
Operations Manager, Healthcare
Carelon Global Solutions
12.2023 - 08.2024
- Oversaw customer service operations and established department policies.
- Prepared communications regarding benefit programs and audited compliance.
- Led hiring, coaching, and crafted strategic plans for sustained results.
- Conducted audits to monitor efficiency and ensure policy compliance
- Prepared specialized reports and participates in strategic project work as needed
- Recruited, trained, coached, and evaluated direct reports to drive sustainable performance
- Develops business review presentations with analytical insights
- Collaborates with clients to highlight successes and identify opportunities for growth and expansion
Operations Manager, Sales
TELUS International Philippines Inc.
08.2013 - 09.2023
- Implemented process improvements to enhance efficiency and support company growth
- Established and optimized internal policies to maintain responsiveness to business needs
- Designed strategies and systems to drive long-term success and profitability
- Reduced turnaround time by introducing new methods, practices, and systems
- Increased profit through streamlined operational processes
- Improved team efficiency and quality by developing robust systems and procedures
- Fostered effective communication between staff and leadership to reduce errors and delays
- Led initiatives to enhance workplace culture and overall business strategy
- Supervised operations staff to ensure adherence to company policies
- Created and executed strategies to boost customer satisfaction
- Built and maintained strong relationships with external vendors and suppliers
- Minimized process bottlenecks through staff training and coaching
- Reduced costs by negotiating more favorable vendor contracts
- Supported recruitment, hiring, and onboarding of new team members
- Launched employee engagement, diversity, and cultural initiatives to enhance morale
- Implemented data-driven tools to monitor quality and forecast performance trends
Operations Team Leader, Sales
SITEL Philippines Inc.
01.2010 - 07.2013
- Supported revenue and customer growth through execution of sales and service initiatives
- Boosted team efficiency by restructuring roles, schedules, and daily assignments
- Improved productivity through workflow optimization and effective task management
- Maintained high performance under heavy workloads while ensuring compliance with safety and regulatory standards
- Ensured team adherence to company policies and environmental guidelines
- Set and managed goals for quality, productivity, and compliance; trained staff to meet targets
- Reduced labor costs and improved operations by standardizing best practices
- Enforced workplace safety and policy compliance to enhance readiness and reduce risk
- Strengthened customer relationships by resolving issues and delivering excellent service
- Created training materials and monitored employee development progress
- Evaluated team performance, provided constructive feedback, and implemented improvements
Inbound Sales Representative
SITEL Philippines Inc.
12.2008 - 12.2009
- Mentored new representatives and negotiated client contracts
- Maintained high client satisfaction through exceptional service delivery
- Trained and mentored new sales representatives to boost team performance
- Leveraged customer insights to craft innovative sales strategies and drive revenue growth
- Gained in-depth knowledge of products, services, and competitors to enhance sales effectiveness
- Managed customer accounts to ensure satisfaction and foster repeat business
- Negotiated contracts and built strong relationships with key decision-makers
- Responded to customer inquiries, assisted with product selection, and promoted featured items
- Conducted live product demonstrations to emphasize value and overcome objections
Outbound Sales Representative
Rainmaker Asia Inc.
08.2006 - 11.2008
- Sold services across multiple campaigns via cold calls and demos
- Maintained customer relationships and tracked lead conversions
- Lead generation and customer profiling – Cold Calling on multiple programs such as Citicorp, Verizon, Sprint and Allied Metals
Skills
Project Development and Life Cycle
Budgeting and forecasting
Remote Team Management
Virtual Collaboration
Remote Sales Operations
Quality and Compliance Management
Process development and enforcement
Coaching and mentoring
Business Strategic Planning
Cross-functional communication
Collaboration and analytics
Data mining and gathering
Problem solving
Decision making
Customer Satisfaction
Root Cause Analysis
Service levels
Strong sales background
Start up and turn around
Process improvement
Sales strategy
Coaching techniques
Lead management
Team collaboration
Performance evaluation
Effective communication
Goal setting
Written communication
Conflict resolution
Employee training
Time management
Customer relationship management
Change management
Lead generation
Interpersonal relations
MS office
Organizational skills
Relationship building
Operations management
Employee coaching and mentoring
Team leadership
Multitasking Abilities
Education
Bachelor of Science - Physical Therapy
Unciano Colleges And Medical Center
Manila04.2003
References
- Jeffrey Lam, Channel Manager / Sr. Business Analyst, TELUS Communications, +1604808325, linkedin.com/in/jefflam16
- Ernofe Gimpao, Senior Operations Manager, TELUS International Philippines Inc., +639992200732
- Nomela Dionido, Branch Head, AXA Philippines, +639985532100
- Charlie Pahati, District Pastor, Jesus Is Lord Philippines, +639328567465
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference
Work Type
Full TimeWork Location
RemoteHybridImportant To Me
Company CultureHealthcare benefitsCareer advancementWork from home optionPaid time offFlexible work hoursWork-life balancePersonal development programs401k matchPaid sick leaveTeam Building / Company RetreatsLanguages
English
Proficient (C2)
C2
Interests
Fitness and Training
Reading Business and Leadership Books
Coaching and Mentoring
Volunteering
Project-Based Hobbies
Investing and Financial Planning
Timeline
Lead Manager, Outbound Sales
1840 & Company
08.2024 - Current
Operations Manager, Healthcare
Carelon Global Solutions
12.2023 - 08.2024
Operations Manager, Sales
TELUS International Philippines Inc.
08.2013 - 09.2023
Operations Team Leader, Sales
SITEL Philippines Inc.
01.2010 - 07.2013
Inbound Sales Representative
SITEL Philippines Inc.
12.2008 - 12.2009
Outbound Sales Representative
Rainmaker Asia Inc.
08.2006 - 11.2008
Bachelor of Science - Physical Therapy
Unciano Colleges And Medical Center
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