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.
