Ralph Ray Ringor
@ralphrayringor
Operations manager driving process improvement, people development, and consistent SLA delivery.
PhilippinesWhat I'm looking for
I am an operations leader with over 8 years of call center experience focused on people development, process optimization, and performance management. I have led large teams, driven strategic initiatives, and consistently met client SLAs across healthcare, search engine, travel, telco, and food delivery accounts.
I have a proven record of scaling operations—supporting growth from 150 to 600 FTEs, delivering significant productivity improvements (up to 75%), and launching initiatives such as an AI project that improved research productivity by 20%. I apply Lean Six Sigma principles and data analysis to reduce errors and improve CPH, AHT, and CSAT.
I prioritize coaching, talent development, and cross-functional collaboration to build high-performing teams. I regularly conduct business reviews with clients, implement performance dashboards, and support recruitment, training, and facility planning to ensure operational excellence and continuous improvement.
Experience
Work history, roles, and key accomplishments
GLLed a team of 150+ agents and 8 team leaders in a pure outbound healthcare account, achieving consistent SLA targets and launching an AI initiative that improved research productivity by 20%. Supported ramp-up adding 200 FTEs in 6 months and conducted regular client business reviews to ensure alignment and delivery.
ACManaged daily operations of an 18-agent search engine/content moderation team, exceeded SLA targets by introducing performance dashboards and facilitating coaching and monthly performance reviews. Served as escalation point and liaison for process updates.
Led a program-level team supporting 150+ agents and 10 team leaders, drove process improvement projects that increased case productivity by 75% and supported scaling from 150 to 600 FTEs while conducting client business reviews.
Managed a 24-person customer service team, implemented team-level process improvements that boosted productivity by 50%, and mentored 11 promoted leaders to improve skills, morale, and performance against client SLAs.
Handled inbound customer service for telco and food delivery accounts, troubleshooting and sales support while meeting or exceeding key performance metrics and acting as team point of contact in leaders' absence.
Education
Degrees, certifications, and relevant coursework
Process Doctors Academy
Lean Six Sigma Yellow Belt, Process Improvement
Completed Lean Six Sigma Yellow Belt certification through Process Doctors Academy in 2022.
CUCoursera (Johns Hopkins University)
Certificate, Data Analysis
Completed the Managing Data Analysis online course offered via Coursera (Johns Hopkins) in 2020.
TTEC
Lean Six Sigma White Belt, Process Improvement
Completed Lean Six Sigma White Belt training at TTEC in 2019.
ULUniversity of Perpetual Help System Laguna
Bachelor of Science, Physical Therapy
Completed a Bachelor of Science in Physical Therapy from the University of Perpetual Help Laguna, graduating in 2016.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Interested in hiring Ralph Ray?
You can contact Ralph Ray and 90k+ other talented remote workers on Himalayas.
Message Ralph RayFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
