Skills
Analysing & Reporting of KPIs
10+ Years
Manage and lead the team
10+ Years
Decision-making skills
10+ Years
Experience highlights
Team Manager
Reinventing Call Center Operations (dba BPOSeats.com)
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March/2021
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Present
Oversaw daily operations for a large multi-agent team, ensuring tasks were completed accurately and on schedule while monitoring performance metrics and coordinating staffing resources to maximize output. Identified and resolved operational bottlenecks quickly to minimize workflow disruption, maintaining adherence to process standards and quality. Used Salesforce for case tracking and reporting, plus Excel and Power Query for data analysis and decision-making.
Section Manager
PSG Global Solutions
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February/2020
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Present
Managed a team to consistently meet deliverables and output targets, reviewing performance data regularly and preparing operational reports for senior management. Maintained organized records and accurate documentation of team activities. Familiar with Applicant Tracking Systems (ATS) from HR-recruitment operations, using them to track candidate pipelines, monitor recruiter performance, and ensure accurate, compliant documentation throughout the recruitment lifecycle.
Assistant Operations Manager
Teleperformance Philippines, Inc.
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July/2017
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Present
Monitored operational efficiency and implemented process improvements to consistently meet targets. Conducted root cause analysis on recurring issues and executed corrective action plans to resolve them effectively. Supported cross-team coordination and ensured consistent compliance with operational procedures and quality standards across all workflows.
Communications and Product Trainer
Teleperformance Philippines, Inc.
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November/2011
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Present
