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Enterprise Analytics and Performance Executive with 20+ years of experience leading business intelligence, quality assurance, operational excellence, customer experience analytics, and enterprise transformation across global technology and shared services organizations. Proven track record of driving measurable business outcomes through analytics, AI-enabled insights, KPI governance, and executive stakeholder engagement. Experienced leading global teams across North America, Europe and Asia, and influencing C-suite decisions through data-driven strategy.

Known for transforming underperforming operations into high-performing organizations through analytics, governance, executive coaching, and operational excellence.

Associate General Manager – Performance Assurance - HCLTech (Verizon Enterprise - Operations transitioned in Nov 2023) - North America, Europe, Asia

(2023-11 - 2025-02)

Continued leading the Performance Assurance organization following Verizon's strategic outsourcing to HCLTech, ensuring continuity of governance, analytics, quality assurance, and operational performance for global Enterprise Network Operations across North America, Europe, and Asia. Directed four managers and 50+ indirect reports responsible for Quality, Performance Management, Business Intelligence, Reporting, and Operational Excellence supporting over 1,500 employees.

• Redesigned quality and productivity scorecards across Customer Support and Technical Operations.
• Directed a 90-day turnaround for Walgreens, restoring critical KPI and SLA performance through executive stakeholder engagement and cross-functional operational transformation.
• Spearheaded integration of AI-powered text analytics into Quality Monitoring.
• Advised executive leadership on enterprise transformation strategies.

Senior Manager – Performance Assurance - Verizon Enterprise - North America, Europe, Asia

(2018-09 - 2023-10)

• Reduced aging ticket volume by 75% through the RBS Get Well initiative.
• Improved MTTR by 82% through redesign of operational triage for the Enterprise Network Operations Center (NOC).
• Turned around Medtronic operations with 98% improvement in Monthly Average Swivel Time and 59% reduction in ticket volume.
• Established Enterprise NOC departments and co-led the Continual Service Improvement function.
• Awarded for integrating Security Operations Center (SOC) triage into Enterprise NOC operations, improving service delivery and operational readiness.
• Launched the global "Appreciate You!" Quality Assurance (QA) recognition program for 332 employees across four Director organizations.

Manager – Project Engineering - Verizon Enterprise

(2014-09 - 2017-08)

• Reduced workload by 29% YoY.
• Increased order acceptance from 72% within 48 hours to 87% within 24 hours.
• Upskilled the Global Project Engineering team to assume Tier 2 router sparing responsibilities.
• Introduced analytics solutions that improved operational efficiency.

Senior Business Consultant (Inbound Operations) - Verizon - US and AsiaPacific

(2004-09 - 2014-08)

• Built quality monitoring systems and performance dashboards for high-volume contact centers.
• Standardized reporting and analytics frameworks across US and AsiaPacific regions.

SME (Docs & Funding) - JP Morgan Chase

(2004-09 - 2014-08)

• Improved processing efficiency through automation.

Team Leader & Specialist - Globe Telecom

(2004-09 - 2014-08)

• Managed back-office teams and implemented productivity and forecasting models.

Postgraduate Diploma - Artificial Intelligence & Machine Learning - Asian Institute of Management (2026)

BS - Psychology - University of the Philippines Diliman