Daniel Reaney

Operations Manager with 15+ years directing 70–150+ FTE — including direct oversight of Executive Assistant teams supporting C-suite clients — across remote, hybrid, and multi-site BPO environments. Record of restoring SLA compliance for at-risk programs, securing $400K+ in annual contract retention, and driving double-digit productivity gains through workflow redesign and data-driven execution. Extensive background in EA performance coaching and scorecard-driven accountability frameworks, plus C-suite stakeholder engagement across 52+ global accounts.

Leadership Scope: 70–150+ FTE | 8 Direct Reports | 52 Client Accounts | Multi-Region Delivery (US, UK, EU, Middle East, APAC)

Operations Manager - CEO Concierge - Manila, Philippines (Remote)

(2025-06)

• Direct daily operations, resource allocation, and service delivery for 70+ FTE, including a dedicated team of Executive Assistants, supporting 52 B2B global client accounts
• Maintain 100% contract compliance and mitigate churn risks through real-time SLA tracking and operational oversight
• Directly manage and coach a team of Executive Assistants supporting C-suite clients, using structured performance scorecards and accountability frameworks to close bottom-quartile performance gaps
• Partner directly with C-suite stakeholders to negotiate SLA terms, review operational health, and execute account expansion strategies

Senior Operations Manager – BPO Delivery - Telrcom Solutions - Manila, Philippines

(2023-11 - 2025-06)

• Directed multi-account BPO customer service delivery, aligning cross-functional teams with international client expectations
• Increased delivery productivity by +12% by mapping and redesigning key operational workflows and communication loops
• Improved workforce attendance by +3% and overall shift output by +4% through targeted engagement strategies
• Closed a legacy 15% performance gap by re-engineering QA criteria and modernizing onboarding training programs

Operations Manager – Turnaround Program - VXI - Manila, Philippines

(2023-06 - 2023-11)

• Led an aggressive recovery plan that restored critical SLA compliance for an at-risk 150+ FTE program within 60 days
• Drove quality enhancements that dropped agent error rates by 12% and lifted CSAT rankings by 10% within the first quarter
• Protected business continuity by securing $400K in annual contract value through successful turnaround metrics presentation to clients

Senior Operations Officer – Online Support - KMC - Manila, Philippines

(2021-10 - 2023-06)

• Overhauled departmental reporting models to improve operational forecasting and resource allocation accuracy by +20%
• Reduced attrition risk by 15% through proactive leadership coaching and structured career pathing
• Shortened average customer resolution times by designing upskilling modules for Tier-2 technical support staff

Team Supervisor – Customer Experience - Results CX - Manila, Philippines

(2018-04 - 2021-10)

• Led a high-performing front-line support team to achieve the #1 internal performance ranking for two consecutive quarters
• Coached underperforming agents to improve bottom-quartile productivity metrics by 10% through targeted performance plans
• Ensured flawless execution of external operational audits, maintaining a consistent 100% compliance rating

Operations Manager – Support Delivery - Learntalk - Manila, Philippines

(2017-03 - 2018-04)

• Elevated baseline team quality scores by 15% through a comprehensive redesign of user and agent onboarding journeys
• Standardized cross-shift handoff procedures to protect account continuity and minimize ticket friction

Operations Manager - Frescoverde - Manila, Philippines (Remote)

(2015-01 - 2017-03)

• Increased daily operational output by 20% through targeted lean workflow redesigns and scaled onboarding workflows for 5 new client partnerships

Team Leader - MBNA UK - Chester, United Kingdom

(2012 - 2014)

• Improved team CSAT marks by 10% through data-driven agent coaching

Office Supervisor - Deeside College UK - Flintshire, United Kingdom

(1998 - 2012)

• Supervised administrative staff, standardising office workflows to boost departmental efficiency by 15%

Bachelor of Business Administration - Deeside College, United Kingdom