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Work Background
TalentHeroCustomer Experience Director
Nov. 2023 - Apr. 2025*Oversee the growth and development of the Customer service department supporting a global eCommerce campaign using omni channels.
*Provides guidance and overall strategy to the entire Customer service team to ensure the highest level of customer satisfaction to its clients.
*Overall in charge of the program's continuous process improvement and clients' relationship.
*Directly coordinates with the COO and other key stakeholders to ensure the customer’s journey was seamless and consistent
*Coordinates with key tools/systems account managers for system enhancements, issues, and feedback
TELUS International PhilippinesSenior Operations Manager
Nov. 2021 - Nov. 2023- Responsible for the profitability and management of call center operations of 1000 + FTEs. Oversee financial (US based) and travel & reservation (APAC, EMEA, NA geo) programs.
- Provides strategic direction and guidance to entire program which involves performance management to ensure critical key performance indicators goals are met or exceeded; takes real time corrective decisions based on adherence, attendance/staffing, attrition, volume etc. to improve delivery.
- Acts as primary interface of external clients and translates client requirements into action plans for the entire program
- Helps the operations director in P&L management which includes budget forecast, employee retention, staff hiring, productive hours, billable & non-billable shrinkages etc.
-Leads weekly and monthly business reviews for the program, action plan calls and discussions with external clients and internal Telus PH operations & support leaders
- Supports operations managers in execution of actions, monitoring the progress of performance results and drives compliance to all process and regulatory standards and key hygiene items.
China Online Innovation Inc. Operations Manager - PH and North America Operations
Oct. 2016 - Oct. 2021Ortigas Avenue, Pasig CityPH Operations (Sept. 2019 to Oct. 2021) o Managed and led an operations team remotely supporting 19,000 service contractors providing English tutorial to Chinese learners. o Oversee the day-to-day support operations given to service contractors to ensure key performance indicators such as reliability, activeness, retention, customer satisfaction, NPS, compliance were met or exceeded.
o Acted as second level manager to team supervisors, task involved performance management of the program via weekly/ monthly/quarterly business reviews.
o The support covered voice and non-voice platform to resolve the service providers queries, concerns.
o In-charged of the headcount growth of service providers from 6,700 in Sept 2019 to 18,000 or 169% growth in Q1 2021 with average monthly activeness of 90%. These service providers under group comprised of 62% of overall service providers pool (from 33% in September 2019 to 62% in Q1 2021) o Introduced strategies, activities which improved service providers reliability with monthly average of 98.5% in 2020//2021 from 98% in 2019; retention rate achieving monthly average of 96.5% in 2020/2021 from 95.5% in 2019
o In-charged of the brand’s net promoters score and CSAT score project strategy and execution from August 2020 to present. NPS improvement of +11 and 3% CSAT improvement rate for the past 6 months
o Developed incentive schemes to reward top performers, and drive retention North America Teacher Support Operations (Oct 2016 to Sept 2019)
o Managed and led the operations team supporting 4000 North American and European service contractors providing English tutorial to Chinese learners.
o Oversee the day-to-day support operations given to service contractors to ensure KPIs such as reliability, activeness, retention, customer satisfaction, NPS, compliance were met or exceeded.
o The support covered voice and non-voice (chat and email) platform to assist and resolve the service providers queries, concerns.
ConcentrixOperations Manager- (Talent Acquisition and Development)
Sep. 2015 - Jul. 2016Quezon City• Led and managed the recruitment operations teams in closing hiring targets of consumer device and technology, search engine, health care and flight reservation accounts
o In-charged of hiring 400 FTEs in two months for program expansion
o In-charged of hiring 900 FTEs in six months for the ramp of health care and flight reservation accounts • Partnered with hiring managers, Ops directors to develop recruitment strategy, to attract top talent and to meet hiring deadlines through pre-interview meetings and post-interview debriefs • Point of contact in close coordination with hiring sub groups in terms of calibrating, negotiating, strategizing, and closing requirements
• Identified opportunities and lead initiatives that will improve the candidate care and experience
• Ensured on time delivery of closing requirements given the target SLA including on time processing of requirements
• Ensured recruiter compliance (systems, background, compliance/ governance)
• Maintained strong relationships with HR and the business management team to ensure staffing strategy is aligned with business needs.
ConcentrixOperations Manager
Jul. 2010 - Sep. 2015Nuvali, Laguna• Managed the operations of an IBM internal account for North America. This includes voice, email and chat LOBs.
• Acted as Second Line Manager to Team Supervisors of the program, coach/mentor Team leads, conduct team meetings & business reviews, involve in appraisal process
• Coordinated with North America Program Managers and key sponsors for operations & transactional updates. I provide recommendations to program managers, sponsors in relation to performance management and process improvement.
• Took real time corrective decisions based on volume, attendance, adherence, etc. to improve delivery.
• Coordinated with other functional/departmental managers in the organization so as to understand all necessary aspects and needs of operational development, and to ensure they are fully informed of operational objectives, purposes and achievements.
• Responsible for relevant reports and conducts root cause analysis for team performance, measures and understanding factors behind it; develops and implements effective action plans.
• Overall project head for Employee Engagement and Rewards and Recognition.
IBM Global Process ServicesDeputy Manager
Jul. 2010 - Feb. 2014Quezon City• Managed the operations of an IBM internal account for North America. This includes voice, email and chat LOBs.
• Acted as Second Line Manager to Team Supervisors of the program, coach/mentor Team leads, conduct team meetings & business reviews, involve in appraisal process
• Coordinated with North America Program Managers and key sponsors for operations & transactional updates. I provide recommendations to program managers, sponsors in relation to performance management and process improvement.
• Took real time corrective decisions based on volume, attendance, adherence, etc. to improve delivery.
• Coordinated with other functional/departmental managers in the organization so as to understand all necessary aspects and needs of operational development, and to ensure they are fully informed of operational objectives, purposes and achievements.
• Responsible for generating relevant reports and conducts root cause analysis for team performance, measures and understanding factors behind it; develops and implements effective action plans.
• Overall project head for Employee Engagement and Rewards and Recognition.
IBM DakshAssistant Manager
Jul. 2007 - Jul. 2010Makati• Managed a team of 15-20 CSRs for a telecoms campaign and ensure that all key performance indicators as per Client SLA are met and exceeded. • Acted as the first level of escalations and resolve all people issues within the team through regular feedback one to one sessions & Team Meetings for the overall development of the team.
• Account focal for AHT and FCR (First Call Resolution) outlier management campaigns.
West Contact ServicesTeam Leader
Dec. 2004 - Jul. 2007Makati• Managed a team which comprised of 15-20 members. • Developed agent sales skills, which includes effective communication, listening, role-playing and skill building to enhance agent performance. Improved agent call processing skills to exceed client expectations for service quality.
• Developed daily action plan evaluating and ranking performance of each agent
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