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Work Background
NearsolSite/Operations Director
Nov. 2020 - Mar. 2023Philippines, IloiloI manage a team of more or less 500 agents and grow to 1200 during peak season for a known retail brand. We handle the OMNI channel customer service from phones, chats, emails and back office work. The retail account has 4 other big brands under it. I
also oversee the site admin part such as IT and Facilities concerns plus HR and engagement.
iQorSenior Operations Manager
Nov. 2017 - Nov. 2020Philippines, DasmariñasOversees 9 OMs handling the T-Mobile Telco Account on postpaid Team or Experts to Business account. I was a consistent Global 1% client awardee and same with my cluster for a year. I was also assigned as the POC to manage engagement in Ops, review SOM scorecard and bonus structure, and execute agent PIPs. I spearhead a committee in deploying WFH equipment to Iqor employees during pandemic despite being 7 months pregnant.
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