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Work Background
Associate Director - Service Delivery
ConcentrixAssociate Director - Service Delivery
Dec. 2022As the Associate Director for Global Service Delivery, I function as a Business Unit Leader overseeing operational, financial, and program performance across our sites for this line of business. My responsibilities include leading the operations team, managing cross-functionally with all departments, and collaborating with the Global Account and Site Delivery Leadership team. My ultimate aim is to achieve balanced results for multiple departments under my purview.
Vendor Quality lead
ChimeVendor Quality lead
Jan. 2022 - Oct. 2022Manages end to end quality performance relationship with existing and new BPO partners. Drives execution and accountability with BPO partners. Provides overall support for all quality related projects and initiatives driving overall excellent customer experience
Service Delivery Manager Training and Quality
CognizantService Delivery Manager Training and Quality
Aug. 2019 - Jun. 2021bgcOverall Training and Quality Manager for all lines of business for a healthcare account. Total of 25 quality analysts and 5 trainers for direct reports. Ensure smooth transitions of new lines of business and consistent enablement of operations to hit quality and NPS targets. Creates process improvements programs for operations.
Operations Manager
Capital OneOperations Manager
Jan. 2019 - Aug. 2019Muntinlupa
Operations Manager
SLKOperations Manager
Jan. 2016 - Sep. 2018Alabang, MuntinlupaCurrently managing 120 FTE's for a financial services client mainly focusing credit cards and fraud risk department
Operations Manager
GENPACTOperations Manager
Feb. 2013 - Sep. 2015
Training and Quality Manager
GENPACTTraining and Quality Manager
Nov. 2010 - Feb. 2013
Training and Quality, Assistant Manager
GENPACTTraining and Quality, Assistant Manager
Oct. 2010 - Nov. 2010
Compliance Manager
GENPACTCompliance Manager
Jun. 2010 - Sep. 2010
Assistant Manager for Operations /Team Leader
GENPACTAssistant Manager for Operations /Team Leader
Apr. 2010 - May. 2010
Nesting Manager for Operations
GENPACTNesting Manager for Operations
Mar. 2009 - Jun. 2010
Nesting Manager
GENPACTNesting Manager
Jan. 2009 - Jan. 2010
Performance Coach/Compliance Officer
HSBCPerformance Coach/Compliance Officer
Jun. 2007 - Apr. 2008
Assistant Manager for Operations
HSBCAssistant Manager for Operations
Mar. 2006 - Mar. 2009
Processing Executive
HSBCProcessing Executive
Mar. 2006 - Jun. 2007
Travel Consultant
People SupportTravel Consultant
May. 2005 - Mar. 2006
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