James Aban

Over 16 years of diverse experience in BPO, client services, operations, sales, and project management. Led start-up, expansion, and high-growth operations across Fintech, Retail, and Telco sectors. Proven track record in vendor management, business development, telesales, and staff leadership.

Successfully launched and scaled multiple programs, including Verizon LOBs, Sprint, Hotels.com, and Kajabi. Expertise in service delivery, team coaching, strategic planning, and sales conversion optimization.

Work philosophy: Develop your people early to scale efficiently.

Site Manager / Client Services Manager - CEF Solutions Philippines

(2023-03)

• Spearhead strategic growth of PH site; oversee HR, IT, Recruitment, Finance
• Lead HRO staffing and project delivery across Asia and the US
• Manage vendor partnerships, review contracts (MSA/SOW), and support P&L oversight
• Drive business enablement, talent acquisition, and operational scalability

Associate Director – US Member Sales - Finstro US

(2021-12 - 2023-02)

• Launched pilot acquisition team; led onboarding and growth of sales reps
• Developed dashboards via Salesforce; implemented sales and retention initiatives
• Collaborated cross-functionally with Credit, L&D, and QA to optimize performance
• Built a performance-driven culture through monthly incentive programs

Client Services Manager – Verizon Account - AFNI Philippines

(2019-11 - 2021-12)

• Managed 3 voice/messaging LOBs with 1,000+ FTEs
• Acted as primary client interface; led business reviews and vendor compliance
• Created monthly invoices, identified expansion opportunities, and improved cost efficiency
• Coached Client Service Analysts and contributed to vendor-client harmony

Account Development Executive – Middle Market & SBS - American Express International

(2016-06 - 2019-11)

• Managed client portfolios and expanded account usage
• Collaborated across departments to execute sales triggers and revenue-driving initiatives
• Led marketing triggers for SME segment; acted as team mentor and Fire Safety Warden

Client Services & Implementations Manager - Magellan Solutions

(2012-05 - 2016-03)

• Acted as key liaison for client relations and internal operations
• Led project implementation across departments with defined deliverables and timelines
• Enhanced processes via audits, stakeholder collaboration, and reporting insights

Sales Program Manager - APAC Consumer Services

(2011-10 - 2011-12)

• Directed 150+ agents across voice/chat support; focused on revenue and KPI success
• Built and executed long-term sales strategies and incentive programs
• Provided coaching, reporting, and training development

Communications & Implementations Manager - Kajabi LLC

(2010-07 - 2011-09)

• Managed day-to-day operations and client communication for US-based team
• Led support team for live chat and ticketing; created weekly reports and process flows

Operations Manager – Target Account - vCustomer

(2009-03 - 2010-04)

• Managed 4 LOBs and 150+ headcount
• Oversaw KPIs, recruitment, compliance, and employee satisfaction

Various Roles - Teleperformance

(2004-02 - 2009-02)

• Sales Manager (Hotels.com): Increased conversion rates from 15% to 25% in 7 months
• Junior Sales Manager (Sprint): Maintained top national sales ranking 3 years in a row
• Supervisor/Team Leader Roles: Led teams in sales, care, and telemarketing across accounts

Production Pharmacist - Versatech Laboratories Inc

(2001 - 2003)

Medical Representative - Zuellig Pharma (Novartis)

(2001 - 2001)

Store Pharmacist & Team Lead - I-Mart Pharmacy

(1999 - 2000)

B.S. - Pharmacy - University of Santo Tomas (1995 - 1999)