Available to hire
I am a contact centre operations leader with 17 years of experience, including 12 in supervisory and managerial roles. I have successfully managed global accounts such as Vanguard, Microsoft, Verizon, Sprint, and EDF Energy, delivering strong CSAT and efficiency improvements. I excel at people management, P&L oversight, vendor engagement, and process improvement, and I am passionate about coaching teams to achieve high performance and growth.
I thrive in fast-paced, global environments and prioritize strong stakeholder communication, data-driven decision making, and continuous improvement to drive customer satisfaction and business growth.
Work Experience
Operations Manager at EXL Service
January 1, 2024 - October 27, 2025Directed appointment-setting operations for logistics accounts, ensuring accuracy in load booking and confirmations. Monitored quality and conversion rates, implementing reviews to improve efficiency and client outcomes. Led regular business reviews to align performance goals and strategy. Developed and coached team members, fostering growth and improved productivity.
Assistant Manager at Infosys BPM
January 1, 2024 - January 1, 2024Managed performance for the Vanguard financial investments account, ensuring service delivery met client standards. Produced and analyzed CSAT performance reports, implementing action plans to improve customer satisfaction. Led digital adoption reviews to enhance process efficiency and streamline client interactions. Coached and developed team leaders and coaches, driving professional growth and stronger frontline performance.
Healthcare Team Leader at Cognizant
December 31, 2022 - December 31, 2022Led the Medtronic engagement (medical devices for diabetic patients), overseeing NPS/CSAT performance reviews and weekly business reviews. Conducted RCA and deep-dive analyses to identify service gaps and drive improvements in customer satisfaction.
Customer Care Team Leader at TCIS Philippines
December 31, 2022 - December 31, 2022Drove overall CSAT and Account Excellence performance, ensuring service quality in a 24/7 operation. Monitored SLAs and implemented root cause analyses to improve customer satisfaction. Provided leadership and direction to the service management function, handling escalations and issue resolution. Partnered with US QA counterparts through weekly calibrations and quarterly business reviews. Coached and developed supervisors through PIP initiatives and ongoing performance analysis.
Operations Services Manager 1 at Service Source BGC
January 1, 2018 - January 1, 2018Supported three regions by managing proactive and reactive quoting, ensuring SLA compliance for reactive requests. Fostered cross-regional collaboration among SMEs, team members, representatives, and sales managers.
Team Manager at Arvato Corp Alabang
January 1, 2017 - January 1, 2017Managed 4 teams, coaching leaders and specialists to improve performance and meet KPIs. Produced performance reports and coordinated with clients and inROC counterparts on weekly sync-ups.
Operations Supervisor at TeleTech Pasay
December 31, 2014 - December 31, 2014Oversaw end-to-end operations in a high-volume contact centre, focusing on performance management, SLAs, escalations, and continuous improvement.
Education
Bachelor of Science in Business Administration, Major in Business Management at University of the East, Manila
August 1, 2004 - January 1, 2008Qualifications
Lean Six Sigma Green Belt
January 1, 2013 - October 27, 2025Industry Experience
Financial Services, Software & Internet, Telecommunications, Healthcare, Professional Services
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