A Process Excellence and Data Operations Professional backed by a robust 16-year background in corporate training, quality monitoring, and team supervision. I bring meticulous attention to detail, strong analytical problem-solving abilities, and a commitment to data accuracy and compliance to every role. Adept at navigating complex operational workflows and managing technical data, I leverage an advanced professional vocabulary and a collaborative, growth-oriented mindset to streamline processes
Send a job offer directly to this candidate
At my core, I am a customer operations and relationship professional with over 16 years of experience in the BPO industry. Throughout my career, my main focus has always been on communication, people management, and problem-solving.
I actually started on the front lines as an agent, which taught me the absolute value of active listening and emotional intelligence—learning how to read between the lines of what a client or customer is truly asking for. Because I loved that aspect of the work, I eventually transitioned into roles as an Associate Coach, Trainer, and Supervisor. In those positions, I was responsible for leading teams of up to 15 people, monitoring quality metrics, and helping others master professional terminology and communication strategies.
What I’ve realized over the years is that whether I am managing a team, handling an escalation, or driving numbers, my biggest strength is my ability to adapt my communication style to fit the audience. I am constantly trying to expand my own knowledge and skills—whether that's dive-bombing into data for process improvement or fine-tuning my professional vocabulary.
That actually brings me to why I’m so excited about this opportunity. I’m at a point in my career where I want to take all of that accumulated experience in leadership, compliance, and relationship-building, and apply it to a new environment where I can contribute to the company's long-term goals while continuing my own professional growth. It felt like the perfect natural next step for me.
iQor Philippines
Supervisor | March 2023 - March 12, 2026
Leads the team to achieve goals by identifying impactful behaviors to improve call handling, KPIs, and career development thru skill transfer.
Reports daily, weekly, and monthly performance to Managers and
Clients. Presenting highlights and lowlights of the team and action plans also measuring successes.
Promotes integrity, accountability, teamwork, respect, and innovation.
Boosting employees morale by recognizing wins.
Associate Coach | June 2022 - March 2023
Supporting Experts and Coaches in providing advanced resolution for customer's simplex to complex escalation requests.
Providing real-time feedback and assistance to Experts to help improve call handling.
T-Mobile Expert | July 2021 - July 2022
Building harmonious connection with customer by providing right-fit resolution based on business rules.
Showing care and turning around customer experience to keep them in the business for growth and profit.
TeleTech Customer Care Management Inc. (Nov 2010 - July 2021 )
Intern Trainer | United Health Care (Nov 2020 - July 2021)
Intern Trainer | Telstra Retail Channel (June 2019)
Subject Matter Expert | Telstra Retail Channel (June 2017)
CSR-II | Telstra Credit Management, Prepaid, Bundle’s Order
Entry (2010-2017)
St. Paul School of Business and Law Inc.
Bachelor and Science in Accountancy
Campetic Road, Barangay Pawing, Palo, Leyte 6501
June 2008 - March 2010
Las Piñas East National High School
25 Villa Cristina Ave, Las Piñas, 1740 Metro Manila
June 2001 - March 2005
Almanza Uno, Las Piñas, Metro Manila
June 1994 - March 2001
