Open to opportunities

jhy cortez

@jhycortez

Message

Senior operations and people manager with 15+ years in customer service, travel, and BPO.

Philippines

Message

What I'm looking for

I seek senior operations or people-management roles where I can optimize performance, develop teams, drive client success, and improve operational KPIs.

I am a seasoned operations and people manager with over 15 years of experience across travel and BPO environments, delivering client success, operational improvements, and consistent SLA achievement.

My background spans team leadership, payroll and HR coordination, ticketing and reservations, escalations, and contract/content administration in local and international settings, including roles supporting Middle Eastern markets from Dubai.

I focus on measurable results—KPI creation and revision, workforce optimization, performance management, and employee development—while maintaining attention to detail and continuous professional improvement.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Manager

Current

Enshored Inc

Mar 2022 - Present (3 years 9 months)

Oversee day-to-day business operations including client success management, staff performance reviews, and operational strategies to achieve SLAs across clusters. Led workforce management, HR/payroll tasks, and KPI creation to improve productivity and retention.

Client Success Workforce Management Payroll KPIs Performance Management SLA

Team Leader / Sr. Travel Consultant

Dnata

Oct 2017 - Oct 2021 (4 years)

Led travel sales and reservations for Middle Eastern market customers, managed escalations and ticketing, and maintained high customer service and operational standards. Drove improvements in service quality and client satisfaction.

Reserving Ticketing Customer Service Sales Escalation Management Travel Management Client Relationship Management Duty Travel

Assistant Operations Manager

Dynamic Expert Event Management LLC

Jan 2017 - Sep 2017 (8 months)

Supported operations management for events and travel services, overseeing day-to-day workflows and coordinating teams to meet client and operational requirements. Implemented process improvements to enhance service delivery.

Operations Management Event Coordination Team Supervision Process Improvement Performance Monitoring Communication

Operations Supervisor

Fly Express Tourism LLC

Feb 2011 - Sep 2016 (5 years 7 months)

Supervised operations for travel services, managed reservations and ticketing teams, and handled escalations and client inquiries to maintain service quality. Contributed to staff training and operational documentation.

Team Supervision Reserving Ticketing Escalations Training Customer Service

Contracts and Content Executive

Jac Travel

Jan 2015 - Jan 2016 (1 year)

Managed contract-related tasks and content for travel services, ensuring accuracy and compliance in documentation and vendor agreements. Supported commercial operations and content maintenance.

Contracts Management Content Management Documentation Compliance Attention To Detail