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Work Background
ECE Consulting GroupProgram Manager
Dec. 2018 - Sep. 2025• Developed comprehensive evaluation frameworks to enhance program performance and pinpoint areas for improvement. • Managed key performance indicators, including customer satisfaction and data security, ensuring high standards were met. • Led capacity planning and long-term forecasting to facilitate program scalability, resulting in improved operational efficiency.
ECE Contact CentersProgram Manager
Dec. 2018 - Sep. 2025Manage multiple e-commerce programs focused on customer experience, compliance, and operational excellence
Design and implement evaluation frameworks to drive continuous program improvement and align with strategic objectives
Track and optimize KPIs including CSAT, data security metrics, and team performance across 250+ FTE operations
Produce WBR and QBR reports for executive leadership and client stakeholders, translating complex data into actionable insights
Lead client communications and manage escalations through strategic relationship management
Drive program-level interventions and change initiatives to exceed performance targets
Tools: Salesforce, ZenDesk, Power BI, Looker, Google Data Studio, MS Excel
ECE Consulting GroupOperations Manager
Jul. 2016 - Nov. 2018Makati City, Philippines• Conducted comprehensive data analysis and reporting to enhance team performance and operational efficiency. • Successfully scaled project headcount to 250 FTEs, supported by 21 staff members within two years. • Oversaw the hiring, onboarding, and training processes for new team members, ensuring a smooth integration into the company culture.
ECE Contact CentersOperations Manager
Jul. 2016 - Nov. 2018Scaled operations from startup to 250 FTEs with 21 direct reports through strategic workforce planning
Established data-driven performance management systems to optimize team productivity and service quality
Led end-to-end talent lifecycle including recruitment, onboarding, training, and performance appraisals
Implemented reporting frameworks that increased operational visibility and informed strategic decisions
ECE Consulting GroupSenior Team Lead
Jun. 2015 - Jun. 2016• Supervised daily operations and scheduling for a high-performing team at ECE Consulting Group. • Conducted interviews and assessed agent performance to ensure optimal team effectiveness. • Mentored Team Leaders and support staff, fostering professional growth and development.
ECE Contact CentersSenior Team Lead
Jun. 2015 - Jul. 2016Directed daily operations, resource scheduling, and team development initiatives
Conducted performance monitoring and coaching to drive individual and team excellence
ECE Consulting GroupQuality Assurance Analyst
Sep. 2014 - May. 2015* Audited call recordings to identify gaps in service quality
* Provided coaching and trend analysis reports
ECE Consulting GroupReporting Specialist
May. 2012 - Aug. 2014* Collected and organized data for various operational reports
* Created Excel dashboards and performance summaries for data analysis
ECE Consulting GroupCustomer Service Team Lead
Sep. 2010 - Apr. 2012* Oversaw team operations, staffing, and individual performance reviews
ECE Consulting GroupCustomer Service Representative
Nov. 2009 - Aug. 2010
ECE Contact CentersQuality Assurance Analyst
Nov. 2009 - May. 2015Developed comprehensive reporting dashboards and quality frameworks
Analyzed service delivery trends and implemented coaching strategies to close performance gaps
Managed front-line teams and created data visualization tools for operational insights
[24]7.aiOperations Trainer
Aug. 2008 - Nov. 2009* Facilitated new hire training and development sessions
* Produced training reports and re-training plans
[24]7.aiCustomer Service Specialist
Aug. 2007 - Jul. 2008
ConvergysCustomer Service Specialist
Jan. 2006 - Apr. 2007
Advanced Contact Solutions, Inc.Escalation Specialist
Jun. 2004 - Jan. 2006
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