Kyla Encarnacion - Sr Global BPO Manager, Binance.US

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Work Background

Binance.USSr. Manager, Global BPO Operations

Jan. 2023Dubai, United Arab Emirates

TwitterManager, Vendor Management

Mar. 2022 - Jan. 2023San Francisco Bay Area

TwitterSr. Program Manager

Apr. 2020 - Mar. 2022Philippines

TwitterSr. Vendor Manager / Project Manager II

Jan. 2018 - Apr. 2020Philippines

TwitterVendor Manager / Project Manager I

Feb. 2017 - Dec. 2017Philippines

SitelSr. Operations Manager

Apr. 2016 - Feb. 2017NCR - National Capital Region, Philippines

RemitlyVendor Manager

Nov. 2014 - Apr. 2016Responsible for providing operational oversight for the functions handled by business process outsourcers as they provide customer service support to operations. This includes establishing a governance process, establishing and maintaining operational metrics, have oversight for all operations functions of the vendor, and develop and implement new or revised operational procedures. Acts as the product expert for the operations team to ensure our business partners have a single point of contact for all aspects of operational needs. Responsible for Remitly’s overall Customer Service strategy by ensuring global operational performance and regulatory compliance.

RemitlyCustomer Service Operations Manager

Nov. 2013 - Nov. 2014Handled Operations, HR related concerns of employees in Manila which includes Compensation and Benefits, Employee Relations and Recruitment Handled all government related requirements for the company to ensure that the company is compliant in running operations in relation to the labor code and Philippine law Partners with the company’s Marketing team and Product team to improve our product to drive customer acquisition Responsible for day to day Operations for both Customer Service (chat, voice, email) and Fraud Team

Ingram MicroOperations Manager - Sales (Order Entry, Contact Center, Telemarketing, Quotations)

Jul. 2012 - Oct. 2013- Managed the Asia Pacific Sales Tower (covering Australia and New Zealand) - Managed various lines of businesses: Order Entry Teams Licensing Quotations Group Technical Business Group (Network/Server Storage) Contact Center Team Licensing Renewals Outbound Telemarketing Team - Responsible for the development of 12 team leaders and 1 Operations Supervisor - Responsible for client management and escalations - Accountable for the performance of the APAC Sales Tower which includes creation of process improvements that would improve SLAs - Coordinates with functional support manager to ensure operational needs are met (recruitment, quality & training) - Creates, outlines, and executes strategy for operational management and improvement to achieve performance targets

IBM Global Process ServicesOperations Manager

Sep. 2010 - Apr. 2012Handled credit card account focused on customer service and sales. Managing over 80 FTE with 5 unit managers; Responsible for client management and escalations; Accountable for the performance of the entire account which include compliance related metrics; Creates, outlines, and executes strategy for operational management and improvement to achieve performance targets; Works closely with workforce management team to ensure proper scheduling is in place and reports published accurately and on a timely manner; Coordinate with other functional/support managers to evaluate necessary aspects and needs of Operations, and to promote awareness of performance goals, purpose and achievement. Currently managing account's compliance officer by driving subordinates to deliver contractual requirements at the same time assist Compliance Officer in handling the client calls.

IBM Daksh Business Process Services Phils. IncDeputy Manager - Operations

Apr. 2008 - Aug. 2010Acting Operations Manager for mutual fund LOB focusing on employee development; Focused on client management and handling any escalation; Accountable for the performance of the entire LOB from client driven metrics to IBM metrics. (April 2008 – November 2008) Was tasked to help transition the mortgage LOB while the KT team was training in India; Worked closely with the Transition Project Management team and IT to ensure seamless transition of the system needed for the LOB; Closely worked with the recruitment team regarding hiring of required agents for the ramp up stage of the account; Processed all client ID requests needed by all agents and support members in the team; Responsible for client management; Accountable for meeting revenue targets on a monthly basis; Audited coaching documents of team leaders on a monthly basis; Conducted monthly coaching sessions with Unit Managers and skip level activities with agents. Helped with up-skilling unit managers from the retail side of the business by providing coaching sessions, triad sessions and holding weekly business reviews; was a member of a Green Belt Project focused on the improvement of CSAT for the team. Was selected to be part of the Pilot Team of the new LOB of the same account handling multi-lingual agents covering Asia Pacific; headed the team in creating our own training modules, knowledge base tool and assisted client on doing UAT testing for their IVR.

IBM Daksh Business Process Services Phils. IncAssistant Manager

Jun. 2007 - Mar. 2008Selected to be part of another knowledge transfer team traveling to San Antonio, TX to transition mutual funds LOB for one of the biggest financial institution in the US; Closely worked with training and quality team to ensure continuous learning for the team resulting to continuous improvement in the metrics; Worked on the OJT program for the team which was adopted by earlier LOB managed; Responsible for client management and ensuring revenue targets for the LOB is met on a monthly basis.

GE Money Servicing Philippines Inc CyberzoneCustomer Service Manager

May. 2007 - Jun. 2007Hired to be part of a pilot team for a new credit card account; provided coaching and feedback to the team; was given 24 agents to manage.

IBM Daksh Business Process Services Phils. IncAssistant Manager

Jun. 2005 - May. 2007Handled a telecom account for more over year; accountable for the performance of the team (productivity, customer satisfaction, quality, sales); Handled a minimum of 18 agents on the floor; Provided coaching sessions with agents; Monitored calls for the agents to ensure consistency on quality. Given the opportunity to travel to India to be a part of the knowledge transfer team for a financial account (retail banking); assisted in setting up the new process in Manila; Conducted refresher trainings for agents on the floor; Handled soft-production for pilot team of new financial account.

AIG Business Processing Service IncSubject Matter Expert

Jun. 2004 - Mar. 2005Responsible to answer agent inquiries and take escalated calls from 3 LOBs; Conducts refresher trainings for the team; Monitors agent calls to ensure consistency on quality and provide coaching and feedback to the associates. Assigned OIC in the absence of the team leader; Member of rewards and recognition team to promote engagement on the floor.

AIG Business Processing Service IncCustomer Service Representative (Pilot Team)

Sep. 2003 - Jun. 2004Member of the knowledge transfer team sent to Houston, TX to manage life insurance. Assisted high-end customers on understanding their policy, billing profile, payments and processing claims.

People SupportRepresentative

Dec. 2002 - Sep. 20031. Responsible for providing comprehensive and quality customer service at all times by providing the appropriate and accurate responses to customer queries regarding their problems with Internet connectivity and sales for another client. 2. Handled email service for an internet service provider in the US. 3. Handled voice service for a telecommunications company and retail online sales 4. Expected to provide excellent service for email services with good response time. 5. Expected to meet set metrics/goals for both skills handled for 3 accounts

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