Operations Manager – T-Mobile Campaigns at Iqor Philippines (2024-09 – Present)
- Oversaw operations for Home Internet and Consumer Postpaid Voice departments, ensuring consistent achievement of client KPIs and service standards.
- Drove performance improvements by analyzing scorecards, implementing targeted initiatives, and aligning teams with business objectives.
- Strengthened customer experience through streamlined processes and proactive resolution of escalated technical and account issues.
- Mentored Team Leads, building succession pipelines and preparing future leaders for expanded responsibilities.
- Reinforced compliance and accountability across teams, maintaining high-quality service delivery.
- Collaborated with client stakeholders to review performance, share operational insights, and implement continuous improvement strategies.
Team Leader at Sitel Philippines (now Foundever) | Iqor Philippines (2012-10 – 2024-10)
- Telecommunications Campaigns (AT&T & T-Mobile): Directed frontline teams across billing, collections, and technical support lines of business.
- Consistently exceeded performance targets through coaching, mentoring, and KPI management.
- Handled escalated customer calls, resolving complex issues to maintain satisfaction and loyalty.
- Built accountable team cultures that drove service excellence and operational consistency.
- Financial Campaign (Capital One – Fraud Department): Coached and developed team members to surpass performance metrics while ensuring compliance.
- Reported fraud patterns and identity theft cases, enabling swift client action to protect customers.
- Partnered with Capital One stakeholders in weekly calls, reviewing performance and collaborating on fraud prevention strategies.
- Managed multiple fraud-related lines of business: CORE Servicing, Fraud Identity, Manual Queue, Fraud Overnight Response, and Escalated Calls & Solutions Experts (ECASE).
- Personally resolved escalated fraud cases, safeguarding customer trust and reinforcing the company's reputation for exceptional service.
Subject Matter Expert at Sitel Philippines (now Foundever) (2011-12 – 2012-10)
- Acted as a dependable resource for fellow customer service associates, offering immediate assistance in call handling and product knowledge. This collaborative approach ensured consistent service quality and customer satisfaction.
- Demonstrated a high level of expertise in handling escalated calls, especially those related to potential identity and transactional concerns with credit cards. Provided swift resolutions and reassurance to customers, significantly reducing escalations and enhancing customer loyalty.
- Account handled: Capital One (Fraud Identity)
