Sharmaine Pre
Operations Manager with 20 years of BPO experience
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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)
- Managed 20–25 FTEs
- Best Team Lead for 3 consecutive years
- Metric Champion for CSAT and Quality
Team Lead - Convergys Philippines - Philippines
(2010-01 - 2013-12)
- Managed 25–30 FTEs across voice, chat, and email
- Awarded Best Team Lead across channels
Team Lead - APAC Customer Services now ALORICA - APAC
(2007-01 - 2009-12)
- Managed 18–20 FTEs
- Awarded Top Team Lead for 2 consecutive years
Customer Service Associate Publishing account - APAC Customer Services now ALORICA - APAC
(2006-01 - 2007-12)
- Provided customer support and selected for leadership program
Customer Service Representative - APAC Customer Services now ALORICA - APAC
(2005-01 - 2007-12)
Education
AB - Mass Communication - St. Joseph's College (2004-12)
High School - Roosevelt College (2000-12)
Elementary - Roosevelt College
