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Jan Ryan Antonio

@janryanantonio

Operations Manager at PPD Pharmaceutical Development Philippines Corp. (Thermo Fisher Scientific), improving patient support resolution accuracy by 25%.

Philippines

Message

At PPD Pharmaceutical Development Philippines Corp. (Thermo Fisher Scientific), I own end-to-end operations for patient and medical support teams in a regulated environment. I designed escalation frameworks, queue management rules, and reporting cadences that improved resolution accuracy by 25% and reduced average resolution time by 18%.

I develop executive dashboards and performance reports in Power BI, and lead quality assurance initiatives including audits, RCA, and corrective action planning. I also built learning and development programs to strengthen onboarding, documentation, and ongoing upskilling.

Earlier, I managed support operations at Conifer Global Business Center, Inc., TaskUs, and Concentrix, working across customer support, escalations, reporting, and process improvement. I’m a Registered Nurse with a Bachelor of Science in Nursing from Our Lady of Fatima University.

Experience

Work history, roles, and key accomplishments

Current

Operations Manager – Patient & Clinical Support

Current

PPD Pharmaceutical Development Philippines Corp. (Thermo Fis

May 2024 - Present (2 years 5 months)

Own end-to-end operations for patient and medical support teams in a regulated environment, covering escalations, quality, and service delivery standards. Designed and implemented escalation frameworks, queue management rules, and reporting cadences, improving resolution accuracy by 25% and reducing average resolution time by 18%.

Operations Management Patient Support Clinical Support Escalation Management Quality Assurance Root Cause Analysis Power BI Data Driven Reporting Stakeholder Management SOP Compliance Coaching Mentorship

Assistant Manager – Support Operations

Conifer Global Business Center, Inc.

May 2022 - Apr 2024 (1 year 11 months)

Supported the scaling and stabilization of stakeholder and customer support operations in a shared services environment. Led managers and team leads across high-volume queues, driving 15%+ productivity improvements and consistent SLA attainment.

Operations Management Team Leadership SLA Management Knowledge Management Governance SOPs Power BI PowerApps Change Management Reporting Analytics

Team Leader – Customer Support Operations

TaskUs

Mar 2021 - Apr 2022 (1 year 1 month)

Led frontline and senior agents handling complex, multi-channel customer support. Designed and executed coaching and performance management frameworks, improving response times by 20% and customer satisfaction by 22%.

Team Leadership Customer Support Coaching Performance Management Root Cause Analysis Continuous Improvement Data Visualization Workforce Planning Backlog Management

Team Leader – Customer Experience & Escalations

Concentrix

May 2016 - Feb 2021 (4 years 9 months)

Managed escalated customer support operations for the Google account across large-scale programs. Built operational dashboards in Google Sheets using advanced formulas, and conducted QA audits and trend analysis, reducing error rates by 18%.

Escalation Management Customer Experience Google Sheets Queries Array Formulas IMPORTRANGE QA auditing Trend Analysis Process Improvement Cross Functional Collaboration

Subject Matter Expert – Technical Support

Transcom

Feb 2015 - Apr 2016 (1 year 2 months)

Provided expert support for complex technical and customer escalations. Contributed to process improvements that increased resolution efficiency by 10%.

Technical Support Escalation Management Process Improvement Customer Service