Leslie Yap

Results-driven professional with over a decade in Business Process Outsourcing (BPO), specializing in Customer Service, Technical Support, Vendor Management, Campaign Fulfillment, Project Management, and Partner Training & Onboarding. Skilled in campaign monitoring and reporting, leveraging advanced tools to ensure data accuracy, transparent performance insights, and timely KPI delivery. Proven ability to enhance operational efficiency, strengthen partner relationships, and deliver effective solutions across diverse projects.

Lead Fulfillment Analyst (Support Level II) - Demand Science Team, Inc - Davao City

(2021-03)

• Managed daily reports tracking various metrics, including Campaign Revenue, Completion Rate, and Critical Risks Campaigns.
• Generated and maintained KPI dashboards and Quarterly Business Review (QBR) reports, providing real-time insights and guiding fulfillment strategy.
• Streamlined reporting processes through automation, significantly reducing time spent on manual data entry and validation.
• Proposed and established a ticketing system utilizing MS SharePoint for the Lead Fulfillment Team. This system efficiently tracks and facilitates timely responses for the swift resolution of all campaigns reported by individual Publishers.
• Oversaw daily operations and produced detailed reports for the VP of Publisher Relations, Lead Generation Fulfillment, and Director of Fulfillment.
• Assisted in conducting Publisher Training and the onboarding process.

Lead Fulfillment – Partner Management Associate - Demand Science Team, Inc - Davao City

(2019-11 - 2021-03)

• Partnered with Client Success, Demand Generation, and management teams to ensure accurate order development and on-time delivery.
• Collaborated with Lead Allocation and Customer Support teams to enhance customer satisfaction and optimize lead campaign outcomes.
• Ensured precise KPI tracking and timely reporting, providing stakeholders with visibility and driving continuous improvement in partner campaigns.
• Facilitated publisher calls to resolve escalations and gather feedback, translating insights into actionable updates for senior leadership and stakeholders.
• Managed program change ticket processes, ensuring timely resolution of issues and maintaining operational agility.
• Streamlined partner order forms, simplifying workflows and accelerating the ordering process.
• Engaged directly with partners to oversee campaign execution and fulfillment, strengthening relationships and ensuring seamless delivery.

Associate Linguistic Project Manager - Appen - Davao City

(2019-01 - 2019-04)

Project Based

• Build and manage a virtual roster of proficient independent contractors to meet or exceed project objectives and/or targets.
• Monitored key performance metrics for independent contractors in search, social media, and eCommerce relevance ranking and content annotation, enhancing project alignment with stakeholder goals.
• Provided on-the-spot feedback to independent contractors on metrics-driven and behavioral issues, promoting continuous development and performance enhancement.
• Delivered project status reports and conducted analyses to identify actionable improvements, fostering ongoing project refinement.
• Communicate service-level expectations and directions to stakeholders in a timely, clear, and concise manner.
• Engaged directly with the client, utilizing appropriate communication procedures for both production-related inquiries and technical issues while under the manager's guidance.

Workforce Analyst I - Concentrix Ltd. - Davao City

(2018-08 - 2019-12)

• Report Generation and Analysis.
• Evaluated capacity requirements to improve efficiency and service delivery.
• Monitored systems in real-time to identify and address issues promptly.
• Developed solutions for recurring issues by analyzing root causes to enhance system reliability.
• Managed client, operational, and shareholder relations to ensure satisfaction and alignment with organizational goals.
• Team Coaching and Development.
• Mentored junior analysts, providing guidance and support to foster professional development.

Workforce Real-Time Analyst - Concentrix Ltd. - Davao City

(2016-06 - 2018-08)

• Coordinated resource allocation to optimize agent availability for incoming calls based on forecasted volumes.
• Monitored real-time operational data to ensure adherence to staffing plans, improving schedule compliance, and minimizing service delays.
• Monitored real-time call volumes and agent performance using workforce management systems to optimize scheduling, reduce wait times, and enhance service level adherence.
• Developed and communicated timely alerts regarding staffing imbalances, enabling proactive management and optimizing resource allocation.

Implementation Specialist III - NCR Cebu Development Service Inc. - Cebu City

(2011-05 - 2016-05)

• Develop or assist in the creation and ongoing management of the rollout schedule.
• Update, track, and adjust the rollout schedule on a timely basis.
• Coordinated project timelines and team schedules to align resources effectively.
• Managed projects to deliver on time and meet completion goals.
• Resolved rollout schedule issues to achieve timely project closure.
• Identify installation risks, escalate, and implement risk mitigation strategies.
• Recognize, document, and implement process/project improvements.
• Maintained communication with vendors to ensure timely services.
• Establish and maintain communications with the project team. A project team may include representatives of the customer, sales, BU, Project Management, Staging, Service Account Management, CS, and any third-party partner(s).
• Participate in scheduled meetings with key team members to review project feedback, tasks, action items, and lessons learned.
• Ensure any necessary billing data is provided to the appropriate parties.
• Monitored project timelines and delivered real-time status updates through internal tools to support on-time delivery.

Technical Support Representative – Tier 1 - Sykes Asia Inc. - Cebu City

(2008-08 - 2011-04)

• Served as the initial point of contact for technical support regarding telco and DSL accounts.
• Provided comprehensive support for hardware, software, and network issues, improving resolution times and contributing to overall service quality.
• Conducted remote troubleshooting sessions to identify and resolve technical problems, enhancing customer satisfaction.
• Provided clear and concise step-by-step technical support to guide clients.
• Created and managed tickets for onsite technical support and product replacement, ensuring timely follow-up and resolution.
• Utilized support tickets to monitor and expedite incident resolution.
• Walk customers through fixing their internet connection.
• Assist in setting up gaming devices, routers, and modems.
• Asked customers targeted questions throughout troubleshooting to determine smart solutions.

Bachelor of Science - Computer Science - Holy Child College of Davao (2007)

Bachelor of Science - Computer Science - Southern Philippines Adventist College (2004)

Bachelor of Science - Computer Science - STI College of Davao