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Work Background
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.
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
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.
Capital OneOperations Manager
Jan. 2019 - Aug. 2019Muntinlupa
SLKOperations Manager
Jan. 2016 - Sep. 2018Alabang, MuntinlupaCurrently managing 120 FTE's for a financial services client mainly focusing credit cards and fraud risk department
GENPACTOperations Manager
Feb. 2013 - Sep. 2015
GENPACTTraining and Quality Manager
Nov. 2010 - Feb. 2013
GENPACTTraining and Quality, Assistant Manager
Oct. 2010 - Nov. 2010
GENPACTCompliance Manager
Jun. 2010 - Sep. 2010
GENPACTAssistant Manager for Operations /Team Leader
Apr. 2010 - May. 2010
GENPACTNesting Manager for Operations
Mar. 2009 - Jun. 2010
GENPACTNesting Manager
Jan. 2009 - Jan. 2010
HSBCPerformance Coach/Compliance Officer
Jun. 2007 - Apr. 2008
HSBCAssistant Manager for Operations
Mar. 2006 - Mar. 2009
HSBCProcessing Executive
Mar. 2006 - Jun. 2007
People SupportTravel Consultant
May. 2005 - Mar. 2006
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