Sannie Callueng

Senior leader with 20+ years driving P&L growth, SLA excellence, and customer experience across global BPO operations. Proven in scaling teams of 300+, reducing attrition, and securing multimillion-dollar renewals. Expert in KPI management, workforce optimization, and client engagement.

Extensive track record across Telco, Customer Service, Retail, E-Commerce, B2B, Cloud Services, Car Auction & Logistics, and financial accounts in both voice and non-voice lines of business. Recognized for building high-performing teams, strengthening client partnerships, and delivering sustainable results.

Call Center Manager/Site Manager - LBOS Philippines - Pasig City

(2024-08)

Account: Lycamobile (Telecommunications – prepaid SIM cards, EU/UK/APAC)

• Direct site operations for 300+ agents and team leaders, ensuring consistent delivery of Customer Service, Billing, and Technical Support across Lycamobile's Telco account.
• Drive SLA compliance and service quality by implementing operational audits, achieving an 8% expense reduction through streamlined processes and resource optimization.
• Elevate customer satisfaction by improving CSAT scores by 10%, leveraging Quality Assurance frameworks and targeted coaching to strengthen frontline performance.
• Champion employee engagement and change management initiatives, successfully reducing attrition by 5% while fostering a culture of accountability and high performance.

Group Manager/Senior Operations Manager - WNS Global Process Services - Quezon City

(2022-01 - 2024-08)

Account: Trevipay (FinTech – B2B payments, invoicing, trade credit network) KAR Global / OPENLANE (Digital marketplace – wholesale used vehicle industry)

• Launched and scaled a pioneer FinTech and digital marketplace account, achieving 100% SLA compliance at go-live and ensuring seamless client onboarding.
• Directed end-to-end operations with full P&L accountability, driving 12% year-on-year revenue growth through strategic workforce planning and process optimization.
• Strengthened executive-level client partnerships, securing multi-year contract renewals by delivering operational transparency and consistent KPI performance.
• Introduced recognition and retention programs, boosting employee engagement and improving staff retention by 7%, while fostering a high-performance culture.

Shift Supervisor/Operations Manager - LBOS Philippines - Pasig City

(2018-11 - 2022-01)

Account: Lycamobile (Telecommunications – prepaid SIM cards, EU/UK/APAC)

• Oversaw daily operations for 100+ agents and team leaders, ensuring consistent delivery of KPIs across customer service, billing, and technical support functions.
• Applied SMART goal-setting frameworks, driving a 15% improvement in Average Handling Time and strengthening overall service efficiency.
• Fostered collaboration across cross-functional teams, reducing escalations by 20% through proactive issue resolution and enhanced communication workflows.

Associate Operations Manager - Tech Mahindra - Quezon City

(2015-05 - 2018-11)

Account: Bluestem Brands (E-commerce, direct-mail catalogs, consumer credit services)

• Managed P&L across multiple consumer accounts, driving 10% profitability growth through operational efficiency and cost optimization.
• Designed and implemented business solutions that enhanced customer lifecycle management, boosting client satisfaction scores by 12% across e-commerce and credit service workflows.
• Aligned operational strategies with retail and credit service demands, ensuring SLA compliance and strengthening Bluestem's competitive edge in the direct-to-consumer market.

Assistant Operations Manager - Arvato Bertellsman - Quezon City

(2014-10 - 2015-06)

Account: Microsoft Volume Licensing

• Directed licensing workflows for hundreds of accounts, ensuring accuracy and full compliance with company and regulatory standards.
• Implemented compliance monitoring and process improvements, minimizing errors and risks while enhancing reporting visibility.

Team Manager - Cognizant Technology Solutions - Pasig City

(2013-04 - 2014-10)

Account: Salesforce (CRM & Cloud Computing)

• Managed CRM and Cloud Computing operations, supporting 50+ Salesforce enterprise clients with end-to-end service delivery.
• Delivered advanced technical support, improving resolution times by 25% through workflow redesign and escalation path optimization.
• Led workflow automation and process optimization, increasing case accuracy to 98% and strengthening client confidence in service reliability.

Assistant Manager - IBM Global Process Services - Quezon City

(2010-04 - 2013-03)

Accounts: Citibank Australia (Financial Services), Amazon (E-commerce)

• Reduced escalations by 30% by implementing structured feedback loops and targeted coaching, strengthening customer trust across financial and e-commerce workflows.
• Aligned service delivery with industry demands, ensuring SLA compliance and elevating customer experience across both financial services and digital retail environments.

Supervisor - Teletech - Quezon City

(2005-11 - 2010-04)

Account: Verizon Online DSL (Telecommunications – Technical Support)

• Standardized troubleshooting procedures and knowledge base workflows, driving a 12% improvement in productivity and enhancing first-call resolution.
• Partnered with QA and training teams to reinforce technical accuracy and elevate customer experience across billing and connectivity support.

Bachelor of Science - Commerce major in Banking and Finance