Selling Partner Support Team Manager (Operations Manager) at Amazon Operations Services Philippines, Inc. (2022-10 – 2023-04)
- Directed 5 supervisors leading 125+ FTEs across the Philippines, enforcing performance accountability, delivering coaching, and building leadership development to drive team results and operational excellence.
- Served as primary regional point of contact for Average Contact Handling Time (ACHT), executing targeted action plans that reduced ACHT from 17.37 minutes (4-minute gap to goal) to 2.89 minutes above target in 2025—the site's most improved metric.
- Led Kaizen and Gemba continuous improvement initiatives, boosting adoption of process excellence mindset from 13% to 100% (highest among comparable sites/countries), increasing qualitative/quantitative idea submissions, and accelerating resolution/implementation.
- Acted as BCP decision-maker during weather disruptions and force majeure events, activating WFH protocols, minimizing downtime, consolidating impact assessments, and delivering executive reports to global stakeholders for rapid, informed crisis resolution.
- Governed Virtual Contact Center operations, establishing monitoring frameworks for WFH compliance.
- Served as First Touch/Contact Rate (FTR/FCR) Site Lead producing weekly trend analyses and partnering globally to enhance first-contact resolution performance.
- Partnered with business leaders to define KPIs, establish performance targets, and monitor seller/organizational productivity; prioritized cross-functional requirements and drove end-to-end implementation of new programs and process enhancements.
- Spearheaded Cebu site launch as Tier 2 business continuity hub, overseeing talent sourcing, hiring, team build-out, engagements, and pilot operations—scaling to 300 headcount while aligning on global strategy, roadmap, and deliverables for sustained growth.
Selling Partner Support Team Manager (Operations Manager) at Amazon Operations Services Philippines, Inc. (2024-03 – Present)
- Directed 5 supervisors leading 125+ FTEs across the Philippines, enforcing performance accountability, delivering coaching, and building leadership development to drive team results and operational excellence.
- Served as primary regional point of contact for Average Contact Handling Time (ACHT), executing targeted action plans that reduced ACHT from 17.37 minutes (4-minute gap to goal) to 2.89 minutes above target in 2025—the site's most improved metric.
- Led Kaizen and Gemba continuous improvement initiatives, boosting adoption of process excellence mindset from 13% to 100% (highest among comparable sites/countries), increasing qualitative/quantitative idea submissions, and accelerating resolution/implementation.
- Acted as BCP decision-maker during weather disruptions and force majeure events, activating WFH protocols, minimizing downtime, consolidating impact assessments, and delivering executive reports to global stakeholders for rapid, informed crisis resolution.
- Governed Virtual Contact Center operations, establishing monitoring frameworks for WFH compliance.
- Served as First Touch/Contact Rate (FTR/FCR) Site Lead producing weekly trend analyses and partnering globally to enhance first-contact resolution performance.
- Partnered with business leaders to define KPIs, establish performance targets, and monitor seller/organizational productivity; prioritized cross-functional requirements and drove end-to-end implementation of new programs and process enhancements.
- Spearheaded Cebu site launch as Tier 2 business continuity hub, overseeing talent sourcing, hiring, team build-out, engagements, and pilot operations—scaling to 300 headcount while aligning on global strategy, roadmap, and deliverables for sustained growth.
Acting Differentiated Support Program Manager at Amazon Operations Services Philippines, Inc. (2023-04 – 2024-03)
- Served as the sole Philippine site representative to the global Program Management team, exclusively managing initiatives for specialized escalations, VIP sellers, and high-revenue accounts to align site operations with enterprise priorities.
- Identified and initiated data-driven projects by analyzing historical performance and KPIs; designed, prioritized, and led end-to-end execution—from ideation and root-cause analysis to implementation and impact measurement—to drive targeted metric improvements (e.g., contact elimination, ACHT, resolution time).
- Facilitated global implementation meetings with program leaders and operations managers across sites; coordinated site-level project ownership, tracked adoption/participation rates, and calculated/validated quantifiable impacts to secure stakeholder buy-in and ensure successful rollout.
- Collaborated closely with technical, process improvement, quality, training, and cross-functional teams to execute projects, monitor effectiveness, resolve barriers, and deliver regular progress updates to site leaders and stakeholders.
- Developed and disseminated targeted implementation communications to operations, quality, and training teams; computed projected/actual benefits (e.g., reduced contacts, improved ACHT/resolution metrics), presented business cases to leadership for approval, and secured buy-in for high-impact programs.
Selling Partner Support Supervisor at Amazon Operations Services Philippines, Inc. (2021-03 – 2022-10)
- Led and coached 18–24 Amazon Associates through structured 1:1 meetings, targeted mentorship, and performance management to drive individual accountability, skill development, and consistent high performance.
- Conducted daily team huddles to deliver real-time updates, reinforce priorities, share performance metrics, and align associates on operational goals and expectations.
- Analyzed performance data, transaction records, emails, chats, and calls to identify coaching opportunities; delivered actionable feedback and development plans that improved quality, efficiency, and customer outcomes.
- Served as L4 Site POC for Gemba/continuous improvement monitoring across the Philippines site; represented the team in global meetings, tracked adoption/progress of identified opportunities, and drove resolution/implementation to sustain operational excellence.
- Acted as primary POC for "Follow Best Way" implementation; identified workarounds for broken SOPs/workflows, secured stakeholder approvals, ensured timely communication/release of temporary solutions, and minimized disruptions while maintaining service standards.
- Achieved consistent top-team and top-supervisor rankings for consecutive months throughout 2021–2022; earned Leadership Award Hall of Famer recognition for quarterly and yearly top-performing team leadership.
Team Leader at Chubb Business Services (2019-06 – 2021-03)
Insurance
- Led, coached, and managed a team of associates to ensure timely issuance of policy documents and related insurance documentation, meeting daily production targets and maintaining high service levels.
- Assigned and prioritized tasks to team members based on daily goals (e.g., 1,000 policy issuances and 3,000 policy renewals) and urgent underwriter requests, optimizing workflow and resource allocation for on-time delivery.
- Collaborated daily with the Business Operations Manager, providing operational support, insights, and assistance in driving team performance and process adherence.
- Facilitated morning coordination meetings with Operations Coordinators in Australia and New Zealand to align on daily/weekly strategies, review progress against targets, address escalated/urgent requests, and resolve performance or delivery issues for the Philippines-based team.
- Ensured full team compliance with regulatory, audit, and internal requirements; supported the Business Operations Manager, business improvement, and workforce planning teams in maintaining standards and preparing for audits.
- Developed weekly and monthly production forecasts; monitored performance against projections and consistently achieved monthly close-out goals through proactive tracking and adjustments.
Assistant Manager for Operations at Visaya Knowledge Process Outsource (2018-04 – 2019-06)
Campaign: DJI Drones
- Directed full operations for a high-volume account, managing up to 18 supervisors and 350 FTEs across chat, email, voice, escalation, complaints, and social media lines of business.
- Monitored and influenced daily team morale, building a positive and productive work environment.
- Led weekly business review meetings with clients, analyzing performance metrics, presenting operational strategies, setting goals/targets/timelines, and driving continuous improvement.
- Served as the primary POC for escalated client concerns related to operations, quality, training, and billing.
- Coordinated and supported client onsite visits, managing travel arrangements, accommodations, and logistics to ensure seamless execution.
- Led end-to-end recruitment process, including screening, interviewing, job offer decisions, and coordination with HR partners.
- Actively participated in associate onboarding, mentoring, and ongoing training initiatives.
- Analyzed daily, weekly, monthly, and year-to-date performance statistics; delivered insightful reports, highlighted trends, and proposed actionable improvements.
Team Leader (Pilot Supervisor/Start-Up Campaign) at Visaya Knowledge Process Outsource (2016-04 – 2018-04)
Campaign: DJI Drones
