Divine Raquel

Operations Manager with 11 years of progressive experience in the BPO industry, advancing from frontline Customer Service Representative to Operations Manager through consistent performance and leadership. Experienced in leading contact center operations, driving operational excellence, developing high-performing leaders, and delivering measurable business results across multi-account programs through strategic execution, continuous improvement, and stakeholder collaboration.

Operations Manager at UnifyCX Philippines (2022-02 – 2026-05)

Oversaw multi-industry accounts (retail, telecom, insurance, and data services) with up to 120 FTEs and 9 Team Managers, overseeing voice and non-voice operations.

• Led KPI performance: Service Level, Shrinkage, Line Adherence, Voice of the customer, Employee satisfaction, Productivity, AHT, Quality and Compliance, Sales Conversion, Revenue, Retention, and Attrition
• Achieved 263% revenue growth vs. forecast and sustained 100% revenue attainment. Reduced voluntary attrition to <5% and spearheaded new campaign launches
• Collaborated with cross-functional teams (TA, Training, WFM, HR, IT) to align business goals, improve performance, and support workforce planning, scheduling, and talent acquisition initiatives
• Developed and promoted employees: 1 Team Manager → Seasonal OM; 5 SMEs → Team Managers; 5 Agents → SMEs; 1 Agent → QA; 1 Agent → Trainer

Production Team Manager at UnifyCX Philippines (2022-01 – 2022-02)

Managed roadside assistance and dispatch operations with a team of 12 - 18 members.

• Ensured KPI attainment and operational efficiency

Production Team Manager at Alorica Inc. (2020-05 – 2022-01)

Led customer care, sales, and technical support teams of 15–23 members.

• Collaborated with workforce planning, performance tracking, and client reporting
• Achieved highest sales revenue and maintained 90% CSAT score through mentorship and KPI initiatives

Customer Care, Sales & Technical Support at Alorica Inc. (2019-08 – 2020-05)

Provided customer care, technical support, and sales services.

• Consistently met KPIs and achieved 90% CSAT (against goal of 85%) and $80 gross revenue per call (vs. $50 goal)

Customer Care & Sales Agent at Concentrix Corporation (2016-08 – 2019-08)

Delivered customer service and sales support across multiple lines of business (LOBs).

• Consistently achieved 90% quality score and 12% sales conversion while maintaining average handle time within 12 minutes

Customer Care & Retention Agent at Sitel Philippines (2014-09 – 2016-04)

Handles outbound retention interactions, encouraging customers intending to cancel to continue their service.

• Exceeded performance targets, achieving a 16% retention rate (vs. 14% goal)

Diploma in Hospitality & Cruise Services – J. Palma Professional Institute (2012 – 2014)