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Work Background
411 LocalsGlobal New Hire, Leadership and Organizational Training Director (Transformation)
May. 2025Las Vegas, Nevada, United StatesHead of Global Training Transformation & Organizational Development Tasked with architecting the future of learning and development across the organization. My core mission is to lead a complete transformation of our global training framework. This involves strategically restructuring our programs to eliminate redundancies and align with a forward-thinking vision. Primary focus would be on enhancing the new hire onboarding experience while simultaneously launching critical upskilling and reskilling initiatives for our current teams. By equipping our talent with relevant skills to navigate and leverage AI, we will not only adapt but thrive, driving greater efficiency and innovation. Key Areas of Focus: - Global Training Architecture: Overhauling worldwide training programs for maximum impact. - Leadership Pipeline: Implementing development programs to foster the next generation of leaders. - AI Readiness & Upskilling: Equipping employees with the skills for an AI-driven workplace.
411 LocalsRecruiment Head for Sales Expansion in Philippines and India (Explore Division)
Feb. 2025PhilippinesHead talent search in Philippines and India for our Explore Division. Prequalify and help select quality talent for our sales expansion in Philippines and India. Validate the right profile needed for our AI interated Outbound Salesforce.
411 LocalsTech Quality Assurance Quality Control Consultant (Fulfillment Marketing - Advertising Division)
Apr. 2024Varna, Varna, BulgariaHelp liaison between Tech QA and Fulfillment Operations grievances. Be the main spokesperson for Fulfillment Operations with Global QA. Help Tech QA achieve operational standards and expectations.
411 LocalsHead of Global Recruitment (Fulfillment Marketing - Advertising Division)
Apr. 2024Varna, Varna, BulgariaOversees the overall recruitment for Fulfillment Marketing globally for 411 Locals. This is for volume and non-agent hires. Recommend where to place headcount allocation globally.
411 LocalsCountry Head - Australia Business Expansion (Explore Division)
Jun. 2023Melbourne, Victoria, AustraliaFunction: Expand Business Portfolio to Australia Market Scope: - Management of the staff: * Sales * Customer Service * Account Management * Account Receivable * Fulfillment - Manage performance for the Australia Expansion * Conversion Rate * Retention Rate * Customer Satisfaction * Net Promoter Score * Payability Rate * Upsell Responsible for: - Receiving and adhering to the operations requirements of each line of business under the Australia Business Umbrella - Determine staffing requirements/matching and oversee those personnel processes on interview, hire and training and integration of new employees - Business Management on Proof Concept and Business Health - Entire P&L of the Australia Business
411 LocalsOperations Director (Philippines Dayshift)
Jun. 2023Cebu, Central Visayas, PhilippinesFunction: Direct, organize, improve, sustainably grow, and run the day shift operations in the Philippines for 411 Locals and affiliated companies keeping up with the corporate guidance documents (Mission, Vision, Strategy, Critical Responsibilities, Goals, etc.). Be the direct link between departments and functions of the company and the leaders and employees who work in the day shift by managing the quality, growth, and continuity of the company operations. Develop and implement a portfolio of initiatives, designed to improve the operations. Scope: - Management of the staff, assets, and P&L of 411 Locals and its affiliated companies in the day shift in the Philippines: * Sales * Customer Service * Fulfillment * Human Resources * Recruitment * Finance * Marketing * Quality Assurance * Information Technology - Developing business management and communication structures that will support the growth of the business - Supporting the hiring and firing activities of Managers in the company who have personnel working the day shift Responsible for: - Receiving and adhering to the operations requirements of each of the Department leaders who has assets or employees working in the day shift - Determine staffing requirements/matching and oversee those personnel processes on interview, hire and training and integration of new employees - Overseeing the day shift operations by: * meetings with each team or individual contributor * analysis of Time Doctor, PBX, dashboards, and other reports * established feedback loops -Real time observations - Identify productivity of each team by report analysis and spot checks activities to identify if staff members are following protocols and procedures. - Ensuring smooth and trouble-free operations in all the departments in the day shift by: - Identifying problems and issues, and their root causes - Proposing to the leaders and implementing corrective actions - Assessing the risks and mitigating them
Freelance DistributorsDistributor, Business Owner
Jun. 2020 - Jun. 2023PhilippinesI distribute globally fast moving, international standard, skincare and body care products. I manage a group of independent distributors across all geographic regions.
Pick, Pack & Go Travel!Entrepreneur, Freelance
Aug. 2018 - Jun. 2023NCR - National Capital Region, PhilippinesCreate personalized, memorable travel itineraries either for a personal trip, groups, or family affair by providing a stress-free experience in booking and planning itineraries.
Kicks4U.PHEntrepreneur, Business Owner
Aug. 2018 - Jun. 2023Metro Manila, PhilippinesBuy and Sell Sneakers
American ExpressService Delivery Lead - Global Partner Strategy, Supplier Governance, Implementation and Planning
Apr. 2017 - Jul. 2018Philippines• Critical role with a global responsibility that looks after overall relationship of Key/ Strategic Partners with multiple programs • Manages the relationship with Merchant Terminal Systems partners (APAC region – for Global distribution) • Tasked to review annually the entire networks’ contract templates, establishing new standards for overall supplier governance • Workstream Lead for projects across the partner network o Onboarding non-standard processes into partner network standards o Call Retention and Data Capture Regulations o Fraud and Demand Letters Process o Process Standardization on Outages • Lead Partners’ audit readiness, compliance to regulatory and AMEX Standards and drive timely gap closure o Security, Infrastructure, Technology Risk Assessment o Information Security Standards o SSAE16 Certification o PCI Compliance Level 1 Certification o ISO Standards o Contract Breaches (Contract Management Infractions) o Exit/ Replacement Strategy o BCP High Level Strategy o Privacy Breaches o Partner Invoice Validation
TaskUs PhilippinesSenior Leader - Operations
Jun. 2016 - Dec. 2016Philippines• Managed 27 non-conventional campaigns in 3 different sites in Cavite o Oversee over 800 FTEs across 3 locations o Handled several touchpoints – voice, email, chat, social media and ticketing system o Supported multiple clients on Customer Service, Content Moderation, Inbound Sales, Photo Editing, Technical Support, Menu Transcription, Order Desk Management, Lead Generation, Product Description, Course Outlining, Inventory Management and Data Encoding • Responsible for regular and often daily interactions with all the company departments - Facilities, Recruitment, Workforce, Quality and Training • Acted as the POC for the Cavite sites in the absence of the VP for operations • Assumed Client Services functions for the smaller campaigns for day to day need from the clients • Facilitate CS and Operations touch base sessions for strategic alignment of campaign strategies • Helped facilitate the roll out of The Art of Coaching (GROW methodology) for the entire Cavite site for 200 Supervisors and 40 Managers
Infosys BPMLead - Client Operations & Services (Senior Director)
Aug. 2014 - Jun. 2016Northgate Alabang, Muntinglupa, Philippines• Managed Manila operations while having shared responsibilities in leading employees in other location centers around the globe – Eindhoven (Netherlands), Belo (Brazil), Lodz (Poland), Chennai & Pune (India), and Hangzhou (China) • Responsible for overall delivery of the premier/ multibillion dollar business to business collections engagement o Managed a total portfolio amount size of 2.1 Billion Euros across 4 geographic regions/ zone (1.2 Billion Euros catered in Manila) o Portfolio is serviced through 26 countries managing 10 languages o Team has 3,000 + FTEs across the globe • Responsible for the annual budget aligning with corporate / divisional objectives for the engagement • Responsible for contract amendment and governance, helps with contract negotiations • Coordinate resource deployment across all processes for the engagement (Team Size, Span, Shift Utilization, Skill sets, technology rollout) to ensure budget & pricing assumptions compliance • Signs off on the service quality plan including the quality control, assurance and improvement to create a comprehensive quality program for the engagement • Anchors the key internal and external governance meetings, monitors adherence within engagement to sustain delivery predictability • Main point of contact for performance delivery for Credit and Collections for the engagement
TeleperformanceSite Director (Senior Director)
Nov. 2012 - Apr. 2014Ortigas, Philippines• Responsible for the overall performance and financial health of all accounts located at the Tektite site • Oversee multiple verticals such as Health Care, Financial, Telecoms and Imaging catering to Customer Service, Technical Support, Site Dispatch and Card Activation for Voice, Chat and Email o FTE responsibility above 1,000 for the building • Oversees the supervision of personnel, which includes work allocation, training, and problem resolution; evaluates performance and makes recommendations for personnel actions; motivates employees to achieve peak productivity and performance • A key contributor during senior management meetings o Planning, implementation, and evaluation of modifications to existing operations, systems, and procedures • Develops annual operating budgets and provides fiscal direction of the department (Full P&L responsibility)
VXI Global Solutions, LLCBusiness Leader POC/ Operations Director POC/ Senior Operations & Client Services Manager
Jul. 2007 - Nov. 2012North Edsa, Quezon City, Philippines• Managed a program that handles 3rd party reselling of digital communication devices. The program is 80% of the client’s entire operations. • Scope of responsibility includes Inbound Sales, Customer Service, Order Support and Risk Prevention LOBs with US and Spanish queues. Touch points include voice and chat. • Lead projects for the program and the company that aims to standardize, organize and re-engineer processes leading to compliant policies and cost-efficient methods. • Managed an additional program which is the Retention Queue servicing UK and US markets. • Main Point of Contact of the client. Responsible for managing the relationship of the company and the client. Leads project plans and implementation of additional Lines of Businesses of the program. • Represents the company during Business Summits, Executive Reviews and other Client events. • Manages the program’s Statement of Work and ensures compliance of the Master Services Agreement. • Identified to be the senior escalation point of contact for all Client Managers for their accounts. • Co-implemented 3 other lines of business for the program.
PeopleSupportOperations Manager
Dec. 2002 - Jul. 2007Makati, Philippines• Managed 450 agents, 36 supervisors and 5 managers for one of the premiere campaigns of the company with 7 lines of businesses, Technical Support, Customer Service, Installation Services, Sales, Retention, Service Desk and Fulfillment work o Inbound and outbound o Touch points includes voice, email and chat. • Helped client to be a JD Powers Recipient for Customer Service for 2 consecutive years • Did several LOB launch (implementations) for the client (4 major projects) o Cable Universal Agents o Inbound Sales (Dial-up) o Level 3 Tech Support Triage System o Cebu Expansion • Recipient of the “Mighty Moi” (Iron Man) Award for only utilizing planned leaves
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