Years of experience: 5

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Mae Angielee Kae's Career Path
Site/Operations DirectorNov. 2020 -
Mar. 2023
NearsolSite/Operations Director
Philippines, 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.
Senior Operations ManagerNov. 2017 -
Nov. 2020
iQorSenior Operations Manager
Philippines, 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 de...

Mae Angielee Kae's Posts

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    Experience & Cases

    - 20 years in the BPO / Contact Center specializing in CX accounts, Telco, and Trust and Safety content moderation. I have also handled an OMNI channel Retail account. Despite the account being seasonal, I was able to hit a 60% margin. Expanded the Comcast acct from 40 to 700.

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    How to contact

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    About myself

    With 20 years in the BPO sector, I excel in Operations Management, surpassing KPIs and SLAs across Telco, Cable, Retail, and OMNI Channels. I consistently exceed NPS and CSAT targets and achieved a 60% gross margin during the pandemic.

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    Job Description

    Seeking a remote position dedicated to customer service, trust and safety, moderation, and back office operations, where I can leverage my expertise to enhance client satisfaction and operational efficiency.

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    How to contact

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