Martho Randy Sanchez

Results-driven Operations & Customer Service Leader with 17+ years of progressive BPO experience across Tier-1 global organizations. Proven expertise in transforming under-performing teams into top-ranked units, optimizing KPIs (CSAT, AHT, SLA), and leading distributed, cross-functional teams in remote-first environments. Track record of delivering measurable business outcomes through data-driven coaching, process engineering, and automation.

Trusted by senior clients to spearhead high-stakes performance turnaround initiatives across multi-site global operations.

Team Manager - Tata Consultancy Services (TCS) - Taguig, Philippines

(2022-06 - 2025-08)

Global BPO | Remote & On-site Team Leadership

• Directed a customer support team to consistently achieve top-tier KPIs including CSAT, productivity, and SLA targets within a competitive multi-site global operation.
• Hand-picked by client leadership to lead a high-visibility performance transformation initiative — converted the lowest-ranked team into the #1-performing unit across all global delivery sites.
• Designed and executed structured coaching programs and individual development plans (IDPs) that increased agent productivity by measurable margins and reduced attrition.
• Managed distributed remote teams using real-time performance dashboards, BI reporting tools, and virtual collaboration platforms (e.g., Teams, Slack) to sustain operational continuity.
• Conducted deep-dive analysis of operational metrics to proactively identify performance gaps; developed and implemented corrective action plans that drove quarter-over-quarter improvements.
• Collaborated with global stakeholders and client partners on workforce planning, capacity modeling, and strategic operational reviews.

Team Lead - Accenture Inc. - Philippines

(2008-05 - 2021-01)

12+ Years | Inbound Customer Support Operations

• Led inbound customer support teams to sustained 100% SLA compliance and top-quartile CSAT scores across multiple client campaigns over a 12-year tenure.
• Prepared and presented weekly/monthly operational performance reports to senior leadership using Avaya CMS and internal analytic dashboards, driving data-informed decisions.
• Facilitated calibration sessions, QA reviews, business reviews, and stakeholder meetings to ensure alignment between operational performance and evolving client objectives.
• Managed workforce scheduling, staffing realignment, and resource allocation to accurately forecast and meet service demand, reducing under staffing incidents.
• Owned SOP development and knowledge base maintenance, ensuring documentation accuracy and operational consistency across all team functions.
• Received the A-Lister Recognition Award for sustained excellence in leadership, customer service delivery, and operational performance.

Cluster Head - Convergys Philippines Inc. - Philippines

(2004-04 - 2007-09)

Multi-Team Operations Management

• Oversaw multiple customer service teams, driving improvement in CSAT, AHT, FCR, and overall operational efficiency through structured coaching and process redesign.
• Managed complex escalations involving billing disputes, service concerns, and technical issues, maintaining high customer retention and satisfaction outcomes.
• Implemented team-level performance improvement plans that contributed to consistent achievement of account-level operational targets.

Bachelor's Degree - Bachelor Of Science in Business Administration Major in Marketing - University Of Manila (1989 - 1991)

Bachelor's Degree - Bachelor Of Science in Commerce Major in Management - Adamson University (1987 - 1989)