![Roger Florano](https://jobicy.com/react/themes/app/images/avatar.jpg) Roger Florano # Project & Operations Manager Open to offers · Member since 23 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationMuntinlupa City, PhilippinesDesired salaryUnspecifiedWork preferenceHybrid / Full TimeExperience levelSenior * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a results-driven Project & Operations Manager with 17+ years of progressive leadership experience across BPO, technology, and digital marketing environments. I have led cross-functional teams, managed complex projects, and delivered outcomes on time and within budget using Agile, Scrum, and Waterfall methodologies. My background includes building high-performing teams, improving operational efficiency, and strengthening accountability through clear processes, coaching, and performance management. I am comfortable translating business goals into actionable roadmaps, aligning stakeholders, and maintaining strong delivery standards across multiple priorities. Throughout my career, I have supported process improvement, digital transformation, SLA compliance, and continuous improvement initiatives that improved both team performance and client satisfaction. I am open to opportunities where I can apply my project management, operations leadership, and team development experience to help organizations scale and deliver measurable results. ## Skills 24 capabilities[Agile](https://jobicy.com/talent/agile.md)[Automation](https://jobicy.com/talent/automation.md)[Change Management](https://jobicy.com/talent/change-management.md)[Coaching](https://jobicy.com/talent/coaching.md)[Continuous Improvement](https://jobicy.com/talent/continuous-improvement.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Digital Transformation](https://jobicy.com/talent/digital-transformation.md)[KPIs](https://jobicy.com/talent/kpis.md)[Learning and Development](https://jobicy.com/talent/learning-and-development.md)[OKRs](https://jobicy.com/talent/okrs.md)[Operations Management](https://jobicy.com/talent/operations-management.md)[Performance Management](https://jobicy.com/talent/performance-management.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Program Management](https://jobicy.com/talent/program-management.md)[Project Management](https://jobicy.com/talent/project-management.md)[Quality Improvement](https://jobicy.com/talent/quality-improvement.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Scrum](https://jobicy.com/talent/scrum.md)[SEO](https://jobicy.com/talent/seo.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Technical Support](https://jobicy.com/talent/technical-support.md)[Training](https://jobicy.com/talent/training.md)[Waterfall](https://jobicy.com/talent/waterfall.md) ## Tech stack & tools Working toolkit ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md)[![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/trello/trello-original.svg) Trello](https://jobicy.com/talent?tool=trello.md) ### Marketing and Sales Tools [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/salesforce/salesforce-original.svg) Salesforce](https://jobicy.com/talent?tool=salesforce.md) ## Experience Career history ### Operations Manager · The AI Web Agency Dec 2024 – Nov 2025Led and mentored a cross-functional team of 12+ digital marketing specialists. Improved campaign delivery efficiency by 30% within 6 months. Partnered with clients to define SEO strategy, OKRs, and KPIs. Implemented standardized project tracking in ClickUp, reducing task turnaround time by 25% and improving accountability. Improved on-time delivery from 72% to 94% by aligning content, design, and development teams. ### Project Manager · Innovations Group 2022 – 2024Managed a portfolio of concurrent projects using Agile and Waterfall methodologies. Collaborated with C-suite and cross-functional stakeholders to define scope, milestones, and success metrics. Maintained 95%+ stakeholder satisfaction. Introduced sprint-based delivery cycles, reducing average project cycle time by 20%. Mentored 8 project coordinators, resulting in 2 internal promotions within 18 months. ### Associate Operations Manager · Sitel Group 2020 – 2022Implemented operational governance frameworks that improved process efficiency by 18% and reduced escalations by 30%. Led Learning and Development initiatives that upskilled 100+ agents and improved quality scores by 15 percentage points. Oversaw 50+ operations staff across multiple accounts while maintaining 98%+ SLA compliance. ### Project Manager · Accenture Technology Centers 2018 – 2020Defined and executed project plans for enterprise-level technology deployments. Managed scope, risk, and global stakeholder expectations. Delivered 10+ project milestones on schedule and reduced risk-related delays by 22% through structured problem-solving and proactive escalation protocols. ### Lead Trainer · VXI Global Holdings 2017 – 2018Designed and facilitated onboarding and upskilling programs. Improved new-hire ramp-up time by 20% through targeted curriculum development and facilitation. ### IT Helpdesk Senior Analyst · ACS Xerox 2013 – 2017Provided Tier 2/3 technical support across enterprise accounts. Mentored junior analysts and led knowledge base development initiatives. ### Team Leader · PeopleSupport Inc. 2007 – 2013Led a 15-person customer support team. Maintained top CSAT scores for 4 consecutive quarters through effective coaching and performance management. ## Education Learning history ### Olivarez College 2002BS Commerce, Marketing This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.