Alliver Revilla

Operations executive with 20+ years directing IT, customer experience, and shared-services functions for BPO, healthcare-tech, and global crisis-response organizations. Proven record of owning P&L-adjacent cost centers, leading 70+ person teams and multi-site operations, and reporting directly to C-level and Fortune 500 stakeholders across APAC, US, UK, and EU. Builds and scales operations from the ground up — establishing Tier 1–3 support functions, data privacy programs, and BI-driven governance frameworks — while driving automation and low-code transformation that cuts cost and processing time by double digits.

ITIL v3 certified, with deep fluency in vendor management, master data governance, and enterprise business continuity.

Operations Manager at Emapta (2025-09 – Present)

Direct shared-services operations spanning Accounts Payable, Procurement, Master Data Management, and Business Intelligence for a global outsourcing client portfolio.

• Own end-to-end invoice processing, exception resolution, and aging-report accuracy, safeguarding SLA and audit compliance across the Accounts Payable function.
• Govern purchase order integrity and contract documentation for Buyers and Contract Coordination, reducing downstream compliance risk.
• Lead master data audits and vendor/item record governance, establishing data quality standards adopted across the operation.
• Deliver Power BI reporting and ad hoc analysis that inform leadership decisions on data accuracy and process performance.
• Drive standardization, and process-redesign initiatives, tightening SOP and internal-control adherence across teams.

Operations Manager & Data Privacy Officer at Doctor Anywhere Philippines Inc. (2023-02 – 2025-09)

Directed shared-services and customer support operations for Philippine operations; served as Zendesk and Tableau Administrator and Data Privacy Officer.

• Redesigned support workflows, lifting associate throughput from 20 tickets/day to 200 tickets in three hours — a 10x productivity gain.
• Architected cross-functional process automation for Finance, Provider, Business Development, and Marketing, generating measurable efficiency and cost savings enterprise-wide.
• Built the organization's local data privacy compliance program from the ground up, aligning practices with Philippine regulatory requirements.
• Designed and deployed a new electronic medical records system using Google App Script and low-code tooling in record time, automating medical document distribution.

Project Manager at Alorica (2022-09 – 2022-12)

Managed a portfolio of up to 10 concurrent projects from initiation through deployment, assembling teams and owning delivery against budget and timeline.

• Delivered on-site office set-up for a content management campaign for one of the world's largest social media platforms.
• Led global business continuity (BCP) testing across North America, EU, and APAC offices for a top-tier PC manufacturer client.

Senior Regional Manager (APAC), Digital Center at International SOS (2019-06 – 2022-09)

Directed APAC digital operations delivering Information Management, SaaS, and crisis-response services to Fortune 500 clients across Travel, Health Care, Safety, and Security lines of business — including high-pressure response to natural disasters, terrorist incidents, and medical emergencies.

• Stood up a Tier 1 front-line team in Manila, cutting client wait times from days to minutes.
• Built a global Tier 3 Incident Management and Application Support function from the ground up.
• Transitioned the entire team to remote operations within 24 hours at pandemic onset with zero disruption to service.
• Delivered a new intranet platform to modernize global team collaboration and information sharing.

Customer Support Manager (Non-Voice) at Grab Philippines (2018-01 – 2018-10)

Led a 70+ member email and social media support organization.

• Cut case backlog from 12,000+ to 2,000 through redesigned task alignment and productivity measures.

PMO Project Manager at Telus International Philippines (2017-08 – 2018-01)

Directed IT Change Management and project planning across server migrations, hybrid work rollouts, and HR system implementations.

• Delivered a VDI implementation that reduced infrastructure costs and improved resource availability.
• Managed quarterly release cycles covering application updates, bug fixes, and server patching.
• Led a multi-site server upgrade and data migration program.

Technology Manager at Telus International Philippines (2015-09 – 2017-08)

Managed Tier II IT support teams generating $1.5M in annual revenue across Application Support, Incident Management, Billing, Order Management, and Network Support.

• Raised employee satisfaction from 67% to 93%, reducing attrition and lifting productivity organization-wide.
• Directed PEZA-compliant office renovation and new-site build-out, expanding seating capacity and IT/telephony infrastructure for the entire ITO organization.
• Led the enterprise transition from PeopleSoft to Workday across the full ITO group.

Team Captain at Telus International Philippines (2014-01 – 2015-12)

Led Tier II support teams.

Technology Analyst at Telus International Philippines (2011-01 – 2014-12)

Delivered application support and process improvements.

Service Desk Agent at Telus International Philippines (2009-01 – 2011-12)

Provided Level II remote desktop support.

Technical Support Representative at Teletech Customer Care Management Philippines Inc. (2007-08 – 2008-04)

Workforce Agent & Technical Support Agent at Convergys Philippines Inc. (2006-04 – 2006-12)

Project Manager at K8TVT Digital Media (2000-11 – 2003-01)

BS in Computer Science – University of the Philippines, Diliman, Quezon City (1995-01 – 1998-12)