Liezel Tolibas
Assistant Manager Operations at WNS Global Services | Lean Six Sigma Yellow Belt Certified
Hire this person
Send a job offer directly to this candidate
About
Established BPO professional with 7 years of experience in Customer Service Domain. Specialized in Customer Experience, Client Management, Process Improvement, Training & Quality for contact centers. Certified in Lean Six Sigma Yellow Belt with expertise in operations management, KPI delivery, and business process improvement.
Experience
Assistant Manager Operations (acting Deputy Manager) - WNS Global Services Ltd
(2015-03 - 2022-03)
Established BPO with 7 years of professional experience in Customer Service Domain, Specialized in Customer Experience, Client management, Process Improvement, Training & Quality for contact centers.
- Constant Drive towards Business growth by delivering Value Adds and New Operational Capabilities
- Operational KPI namely, Customer Satisfaction, Sales Conversion, Upsell/Cross Sell, First Call Resolution Met on a Daily Basis & Productivity managed on a day-to-day basis
- Created Robust Mechanism to Deliver the Metrics in an Auto Pilot Mode
- Trained and certified on Six Sigma Yellow Belt
- Point of Contact for Operational Risk Compliance
- Successful project on Attrition Reduction (Acquired Yellowbelt in Six Sigma)
Education
Pre-MBA - Mirriam College (2023-07)
Diploma - Anti and Counter Terrorism Studies - Academy of Security, Intelligence, and Risk Studies Singapore (2023)
Bachelor of Arts - English Language - Technological Institute of the Philippines (2017)
Secondary School - CAYMNHS (2012)
Primary School - Taytay Elementary School (2008)
