Liezel Tolibas

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.

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)

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)