Ernan Manumbas

Results-driven Operations & Client Relationship Leader with over 17 years of experience in BPO, call center management, sales, and business development. Proven expertise leading local and international campaigns — including US Telco, Fintech, Travel, and Health & Beauty. Skilled in team leadership, performance optimization, QA calibration, client retention, and end-to-end campaign launch.

Proficient in CRM, Workforce Management tools, and analytics to drive efficiency, meet SLAs, and exceed business targets. Strong communicator with experience managing stakeholders from frontline teams to C-level executives.

Junior Operations Manager | Assistant Sales Manager at Nutral Herbal Corporation (2025-06 – 2025-12)

• Managed sales team performance: attendance, sales, QA validation, and agent activity monitoring.
• Conducted 1:1 coaching, pre/post-shift huddles, and weekly business reviews with senior leadership.
• Handled leave approvals, performance evaluations, and structured onboarding training programs.
• Prepared daily EOD reports and performance summaries to drive operational improvements.

General Sales Manager at Lenny Beauty Corporation (2024-06 – 2025-06)

• Oversaw sales and operations across clinics and call center; tracked daily/weekly performance.
• Designed new-hire and refresher training; served as final interviewer for all roles up to manager level.
• Conducted clinic audits; led meetings with recruitment and weekly reviews with the CEO.

Contact Center Operations Manager at Mind Dragon Philippines OPC (2023-04 – 2024-05)

• Led US Telco campaign operations; managed Team Leaders, QA, Training, and HR teams.
• Facilitated local & onshore QA calibrations, weekly coaching, and cross-departmental alignment.
• Presented to C-level stakeholders; improved CSAT, adherence, and retention rates.

Client Relationship Manager | Operations Manager | Shift Manager | Product Training Manager | Team Leader at CCK City Network Inc (2018-05 – 2023-04)

Sales & Marketing: Led business development; secured new accounts (Fintech, Credit Card, US campaigns); managed proposals, contracts, renewals, and client relations. Operations: Oversaw multiple campaigns; standardized processes, improved workflows, and ensured SLAs were met. Shift Manager | Product Training Manager: Oversaw Shift Operations, Trained newly hires, refresher and updates for tenured employees. Team Leader: Led the team in overall performance, coaching, and evaluation.

HR Payroll Specialist | HR Recruitment Specialist at Anderson Group BPO Inc (2017-08 – 2018-06)

• Managed payroll, attendance, benefits, and compliance with labor regulations.
• End-to-end recruitment; reduced time-to-hire and improved quality of hires.

Call Center Agent at Interglobe Technology Philippines (2014-11 – 2017-09)

Handled inbound sales & customer service for US Telco, Travel, and Local Telco accounts. Consistently met/exceeded targets; recognized for high performance and reliability.

Call Center Agent at VXI Global Solutions (2011-09 – 2014-09)

Handled inbound sales & customer service for US Telco, Travel, and Local Telco accounts. Consistently met/exceeded targets; recognized for high performance and reliability.

Call Center Agent at Sykes Asia (2010-01 – 2011-08)

Handled inbound sales & customer service for US Telco, Travel, and Local Telco accounts. Consistently met/exceeded targets; recognized for high performance and reliability.

Call Center Agent at NCO Clark (2009-03 – 2009-12)

Handled inbound sales & customer service for US Telco, Travel, and Local Telco accounts. Consistently met/exceeded targets; recognized for high performance and reliability.

Call Center Agent at Interactive Tech Solutions (2007-11 – 2009-02)

Handled inbound sales & customer service for US Telco, Travel, and Local Telco accounts. Consistently met/exceeded targets; recognized for high performance and reliability.

Accounting Clerk at Santeh Feeds Corporation (2005-12 – 2006-11)

HR Payroll Specialist at Freyssinet Filipinas Corporation (2005-05 – 2005-11)

Café Supervisor at The Coffee Beanery (2002-04 – 2005-04)

Bachelor of Science in Commerce – Management Accounting – La Consolacion University Philippines (1998-06 – 2002-03)