Speaker: Jean Paul Reyes
Please introduce yourself in a couple of sentences.
Jean Paul Reyes: All right, good afternoon and thank you for this opportunity. Uh I t for me to share a bit of myself from a personal and professional background. Uh First off my name is john but you can call me jp. It's quite common for people to mispronounce my name, so I tell them in advance that yes, you can call me jp. A quick fun fact before we proceed. Um Some of the things that I'm quite passionate about our travel, I'd like to explore places and countries that I haven't been to and make it a point to uh select a destination at least travel once a year. I also love photography, so making memories out of those opportunities to explore, I almost take advantage of that. I also love posting pictures that I've taken on instagram and I love dogs, quick quick overview of my professional background. I've been in the B. P. O. Customer service industry for about 17 years and several programs in between. So that's a good mix of paralegal financial services, health care and a big bulk of that is would travel in hospitality And I'd say a good nine years of 17. Uh was a solid uh experience in operations management.
What are your biggest strengths and weaknesses?
Jean Paul Reyes: Okay, so let me talk about my biggest trends and weaknesses, I can say my course trend is with leadership and communication aside from managing daily operations for the Airbnb programs, North America operations and also um task as a lead pOC for pilot projects as well as well as experiments that Airbnb would like to try out first within the G D C X site. And from a communication standpoint, a critical part of my role is relaying to our clients on a regular basis, our sites performance through business reviews as well as being the sounding board for the teams and managers that are reporting to me for any questions concerns. Uh Is there anything that I can help them out with uh to make sure that they are able to perform their jobs as expected And from a weakness standpoint, I can say at this point uh my limited exposure of full on client management facing tasks such as maybe negotiating contracts or scope of work because being in operations for say the past 10 years, uh our minds are it's more on like execution and metrics management like day in day out, but in terms of talking to the clients to say agree on uh headcount management or uh launching new projects in negotiating building. So that's something that we uh did not have as much experience because at least in in T D C X. That's that sort of task is limited up to the level of the operations director only. So the rest of the senior managers and operations managers has no say in terms of like putting a stick or negotiating uh an agreement with our Airbnb clients, but with the appropriate training and onboarding and of course the guidance from senior leaders within the Y. T. I don't see myself uh staying within that level of Experience. I can see myself excelling in that task as long as I have the proper support and guidance, and at the same time bringing in the transferable skills that I've learned in the past 17 years that should help me be able to cope and do my job well as expected, if ever I am selected to be our customer success manager.
What is the professional achievement you’re most proud of?
Jean Paul Reyes: alright. My professional achievement that I most brought of is being able to help T. V. C X. Grow its north american business uh for customer experience. So we initially started off with a head count of 15 that was back in April of 2016 if I recall correctly, that's what I started and right on before we ended the year 2016. Our headcount was already at 170. And that was because the team in Manila were able to show the clients that we can't support North America customers and were able to deliver in terms of productivity and Nps which is which are the two main metrics that are being measured on and aside from helping the team grow to as much as Say 700 before the pandemic hit in 2020 also we also became the partner of choice for Airbnb so that whenever there will be like as I mentioned earlier like pilot projects or their experiments if they would like to try out before launching within a global uh within the global vendors fear then uh they reach out to uh T D C X. And as I mentioned, I am the P O. C. For those pilot projects. So uh we're able to establish Airbnb within T. V. C X. As a partner of choice. So we were able to gain the client's trust. We're able to uh secure a significant chunk of the headcount for customer experience, not just in Manila but globally. So that was I could say uh what I am most proud of in terms of my Same nine years experience with operations management.
What are the most important things you are looking for in your next role?
Jean Paul Reyes: some of the important things that I'm looking for in my next role are 1st I want to be able to showcase what I'm capable of and be able to have a death sense of accomplishment whenever say for example I'm able to complete the task and I can see how my contribution is able to translate into either growth in terms of headcount or in terms of additional business. So that's one I'm also on the lookout for learning opportunities, not just from not just from a certification standpoint, but I'm having that exposure to say different facets of business or operations so that I'm not just limited onto just one scope. Uh Similarly to say from my stint in the D. C. X. I. Fond of wearing different hats uh and not just exclusively stay within operations. And uh finally I'm looking for an organization. Uh Of course that should be able to provide professional growth and at the same time uh provide fair compensation.
Why are you the right fit to succeed in this role?
Jean Paul Reyes: Okay, why am I the right fit to succeed in this role? I am quite confident that I will thrive uh in this position. Having been in operations management for almost a decade, I have that unique perspective on how to deliver on job requirements, as well as being able to delight our clients. My track record would be able to show uh not just organization loyalty but also being in being able to always be on the lookout for growth opportunities. Throughout the years. I have gained critical transferable skills that I know I will be able to fully utilized, such as uh communication skills, analytical thinking, uh and leadership and this uh qualities should give me an inch uh in ensuring that I'll be I'll be successful if ever I am selected for this role.
