Skills
Operations Management
10+ Years
SOP Development
5-10 Years
Lean Six Sigma
5-10 Years
Salesforce (CRM)
2-5 Years
Experience highlights
Operations Manager
Cognizant Technology Solutions Phils Inc
·
June/2017
–
/
Manage customer care and centralized billing operations for a global logistics client (57 headcount combined). Handle SLAs, escalations, and process design. Use Salesforce and ServiceNow daily. Six Sigma trained, 2019.
Team Leader
Convergys Corporation
·
June/2014
–
Present
Supervised a team of customer service advocates on a healthcare account. Coached on KPIs, managed performance issues and corrective action, handled escalated calls, and ensured SLA and financial targets were met.
Team Leader
Teleperformance
·
August/2013
–
Present
Led a technical support team. Coordinated with other team leads on consistent CSR management, staffing rosters, and customer service standards.
