Crisel Lancara

Experienced project management professional with 10+ years of experience and combined 20+ years of experience in the BPO industry. Proven people and project management skills with successful project implementations within technology, recruitment, and outsourcing industries for various clients across EMEA, APAC and USA.

Global Client Success Director, Project Management - SupportNinja

(2026-04)

Owns project management across MomentumLabs' full portfolio — Signal Reports, transformation engagements, and pipeline visibility — while also serving as chief of staff to the Head of Business Transformation, proactively coordinating inputs, protecting executive focus time, and keeping every deliverable on track.

Global Client Success Director, Project Management - Alorica Teleservices Inc.

(2025-03 - 2026-01)

Led a global, multi-disciplinary Client Success organization, partnering with senior leaders to optimize end-to-end delivery, standardize best practices, and elevate client experience through continuous improvement.

Project Management Director - Peak Support Global Enterprise

(2022-05 - 2024-12)

• Manages client-driven and internal projects.
• Collaborates with clients and internal stakeholders on projects and tasks at hand.
• Assists in developing and implementing new processes.

Implementation Project Manager - Resource Solutions GSC

(2020-03 - 2022-05)

• Manages implementation of RPO and MSP projects for EMEA and APAC clients.
• Collaborates with internal stakeholders and clients to ensure smooth implementation.
• Assists in developing, mapping and implementing recruitment process improvements.

Senior Project Manager - Support.com Phils. Inc.

(2017-09 - 2019-11)

• Manages client-driven and internal projects.
• Collaborates with clients and/or business owners on projects and tasks at hand.
• Assists in developing and implementing new processes.

Assistant Quality Manager - Support.com Phils. Inc.

(2016-03 - 2017-09)

• Trained and assisted in launching the Philippine pioneer QA team.
• Managed a team of Quality Development Specialists.
• Enhanced existing and developed new Quality Processes.

Project Manager/Industrial Business Partner - WebCare Solutions Pty. Ltd.

(2014-03 - 2016-05)

• Manages client-driven and internal projects.
• Collaborates with clients and/or business owners on projects and tasks at hand.
• Assists in developing and implementing new processes.

Loan Assessment Representative - Soul Finance Pty. Ltd.

(2013-07 - 2014-03)

• Assessed client's borrowing capacity and prepared property investment recommendations.
• Assisted in preparing loan requirements and submission of loan.
• Liaised between client and bank managers.

Quality Development Supervisor - Sykes Asia Inc.

(2013-01 - 2013-05)

• Supervised a team of back-office Quality Auditors for financial programs.
• Supported process development, continuous improvement, and cost reduction opportunities.
• Established internal quality processes which increased efficiency and productivity of the team.

Team Leader - Operations - ADP Philippines Inc.

(2012-01 - 2012-11)

• Managed a team of associates for HR and Benefits Client Services.
• Resolved client escalations in collaboration with other stakeholders.
• Conducted Net Promoter Score client call back and coaching.

Assistant Quality Development Manager - Rainmaker Asia

(2011-08 - 2012-01)

• Managed a team of associates for HR and Benefits Client Services.
• Resolved client escalations in collaboration with other stakeholders.
• Conducted Net Promoter Score client call back and coaching.

Quality Development Supervisor - Rainmaker Asia

(2010-06 - 2011-08)

• Managed a team of Quality Development specialist for multiple technical programs.
• Regularly conducted random inspection for audit accuracy.
• Conducted Quality Specialist training and mentoring.

Supervisor – Corporate Assignments Team - MYAA / Amplelife International

(2008-08 - 2008-12)

• Assisted CEO in brainstorm sessions and strategic planning for business development.
• Coached and enforced compliance policies across all divisions.

Compliance Division Representative - MYAA / Amplelife International

(2008-01 - 2008-08)

• Reviewed endorsement contents for accurate prerequisites and payment authorization form.
• Reviewed documentation and client's profile and to ensure that vital information provided.
• Validated Sales by calling client and verifying all information at hand ensuring accuracy.

Senior Quality Performance Analyst - Advanced Contact Solutions, Inc.

(2006-08 - 2007-10)

• Evaluated recorded calls from agents of Ameriprise Financial located in the Philippines, USA, and India focusing on customer satisfaction.
• Provided agents with comprehensive feedback thru e-mail.
• Mentored aspiring QPA and provided recommendation after the training.

Quality Assurance Specialist - Advanced Contact Solutions, Inc.

(2005-10 - 2006-07)

• Ensured that the policies and procedures set by the clients are upheld and observed.
• Monitored and evaluate calls using NICE system for quality purposes.
• Provided feedback and coach agents to help them improve on their call handling skills and ensure that they only disseminate accurate information to customers.

Customer Service Representative - Advanced Contact Solutions, Inc.

(2005-02 - 2005-10)

• Provided customer service by answering billing and programming inquiry calls.
• Defused irate customers and resolve challenging inquiries.
• Establish/activate account for prospect customers who are willing to avail the service.
• Provided minor troubleshooting over the phone for defective pieces of equipment.

Bachelor of Arts - Journalism - University of Santo Tomas (2001 - 2005)