Sharmaine Pre

Operations Manager with 20 years of BPO experience

Talent

Metro ManilaMember since June 24, 2026

Operations ManagementContact Center OperationsClient ManagementStakeholder ManagementKPI RecoveryCustomer Experience ManagementCSATCESFCRSLA ManagementWorkforce PlanningPerformance ManagementEmployee EngagementChange ManagementProcess ImprovementRoot Cause AnalysisData AnalyticsBusiness ReviewsLeadership DevelopmentContinuous ImprovementAdvanced Microsoft ExcelPowerPointGoogle WorkspaceWorkdayPeopleSoftSharepointCitrixNICEKANANEXIDIA

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Operations ManagementContact Center OperationsClient ManagementStakeholder ManagementKPI Recovery

About

Results-driven Operations Manager with 20 years of BPO experience and over 10 years in leadership roles managing 200+ FTEs across Customer Service, Credit, Collections, and Technical Support programs. Proven success in driving customer experience metrics (CSAT, VOC, NPS, CES, FCR, AHT, PPH), operational efficiency, client satisfaction, and employee engagement. Experienced in leading multi-site operations, stakeholder management, KPI recovery, workforce optimization, and business transformation initiatives.

Recognized for consistently delivering top-performing operations and developing high-performing leadership teams.

Experience

Operations Manager II / Program Head - Concentrix Philippines - Philippines

(2016-01)

Lead a team of 200+ FTEs across Customer Service, Credit, and Technical Support operations.
Directly manage 10 Team Leaders and multiple support functions to achieve operational targets.
Own key business metrics including CSAT, CES, FCR, AHT, Productivity, SLA, and Attendance.
Conduct business reviews and operational performance discussions with clients and stakeholders.
Develop and execute action plans to recover underperforming KPIs and improve customer experience.
Drive employee engagement initiatives that improve retention and team performance.
Partner with Workforce Management, Training, Quality, and HR teams to deliver business objectives.
Recognized as part of a top-performing site across vendor partners through consistent KPI achievement.

Team Lead - Convergys Philippines - Philippines

(2013-01 - 2016-12)