Jezz Macahilas

Enterprise operations and strategy executive with 18+ years leading global BPO, CX, and revenue-driving operations across telecommunications, insurance, sales, customer service, and digital channels. Proven track record of turning underperforming programs into top-ranked vendors, delivering multi-million-dollar cost savings, driving double- and triple-digit headcount growth, and sustaining high-margin profitability across complex, multi-LOB organizations. Trusted client partner with deep expertise in P&L management, operational transformation, leadership development, cost optimization, performance turnarounds, and global scaling.

VICE PRESIDENT OF OPERATIONS at StaffBoom / SWAK BPO (2025-01 – Present)

Industry: Non-Life Insurance | Global Delivery | Mandate: Enterprise operations strategy & performance governance

• Improved company-wide retention to 98.6% (+4-point YoY gain), protecting an estimated $1.5M–$2M annually in hiring and training costs.
• Increased leadership competency scores by 24% through enterprise mentorship and capability frameworks, strengthening bench strength.
• Designed and launched company’s first Career Roadmap, reducing internal attrition and boosting pipeline fill rates.
• Built and institutionalized Leadership Scorecards, Dashboards, and Performance Governance models for executive visibility.
• Created standardized Performance Improvement Programs (PIP) aligned strictly to business outcomes rather than activity metrics.

SERVICE DELIVERY DIRECTOR at TTEC (2019-04 – 2025-01)

Clients: T-Mobile, CenturyLink | Multi-LOB (Voice, Chat, Sales) | Scope: Full P&L oversight & operational transformation

• Delivered +4.4% ERGM upside vs. plan over 4 consecutive years, driving multi-million-dollar profitability gains.
• Achieved 100% Client Performance Index (CPI) for 4 straight years, elevating TTEC to #1 vendor ranking across client ecosystem.
• Maintained annual 100% client NPS, resulting in sustained contract confidence and organic business expansion.
• Consistently delivered lowest dispatch rates and NPD costs, positioning TTEC as vendor of choice for cost efficiency.
• Growth & Expansion: Secured major headcount wins: +250 FTEs (T-Mobile 250 → 500), +120 FTEs (CenturyLink Sales LOB), and +100 FTEs (CenturyLink Chat LOB).
• Enterprise Innovations: Spearheaded IVR Optimization & Call Deflection (2020), Training Sandbox (2021), Pre-defined Chat Responses (2022), and Power BI Coaching Enablement (2023).
• People & Culture: Maintained eNPS above benchmark (82%–85% over 3 years); cultivated robust manager/director pipeline.

SENIOR OPERATIONS MANAGER at Results Companies (2017-05 – 2019-04)

Client: Comcast (Inbound Tech Support)

• Positioned a bottom-ranked program into #1 vendor ranking within 3 months through performance architecture and leadership alignment.
• Delivered 7%–10% KPI improvement for tenured agents using 4DX-based execution models.
• Enabled +200 FTE expansion after restoring client confidence and profitability.
• Protected margins through payroll optimization, workforce efficiency, and incentive design.

SENIOR MANAGER / SERVICE DELIVERY MANAGER at Startek (2017-01 – 2017-05)

Client: Charter Cable (Sales – Chat & Voice)

• Removed entire site from client penalty status for the first time, unlocking 2% invoice rewards.
• Elevated Charter Iloilo to top vendor rank through disciplined goal-setting and leadership coaching.
• Strengthened sales leadership capability across TL and manager layers, improving coaching compliance.

SENIOR OPERATIONS MANAGER at Hinduja Global Solutions (2015-02 – 2016-06)

• Launched a US-based advertising account from 24 to 174 FTEs within 12 months, adding 2 additional LOBs with 150+ FTEs.
• Led turnaround of low-performing programs, improving productivity, absenteeism, and profitability.
• Managed full program financials including funding, incentives, and commissions.

SERVICE DELIVERY MANAGER at The Results Companies (2013-12 – 2015-02)

• Delivered 40% cost savings by reducing unscheduled shrinkage from 10% to 1.18%, protecting millions in annual spend.
• Improved attrition by 31% within 3 months via leadership engagement initiatives; achieved best-ever CSAT (77.45%).

OPERATIONS SUPERVISOR at The Results Companies (2013-02 – 2013-12)

• Managed daily floor operations, team performance metrics, and supervisory coaching routines.

OPERATIONS SUPERVISOR at Author Solutions Inc. (2011-05 – 2013-02)

• Oversaw operational performance, team metrics, and day-to-day service execution.

TEAM LEADER at Sutherland Global Services (2010-01 – 2011-05)

• Managed team performance, agent coaching, and floor escalation handling.

TEAM LEADER at TTEC (2008-06 – 2010-01)

• Led customer support teams, driving operational compliance and key performance indicators.

CUSTOMER SERVICE REPRESENTATIVE at TTEC (2008-02 – 2008-06)

• Provided direct customer support, handling inbound inquiries and resolving customer issues.

Bachelor of Science in Accountancy – Far Eastern University