Operations & Client Services Manager | Team Leadership, KPO/BPO, Customer Experience

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$15/hr

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Outline

Looking for Full-Time work (8 hours/day) at $15/hour

Bachelor's Degree

English proficiency Fluent

Professional Summary

Operations and client services leader with over 18 years of experience across BPO, KPO, banking, and remote work environments, including roles at J.P. Morgan and DBS Bank Singapore.

I've led end-to-end operations for multi-client KPO accounts, managed teams of 15 to 20 people, and built performance frameworks that consistently delivered results, including over 90% client retention, zero compliance breaches, and measurable productivity gains across distributed teams. My background spans customer escalations, workforce planning, onboarding, quality assurance, and stakeholder management in high-accountability environments.

What sets me apart is that I deliver results with minimal supervision, adapt quickly to new systems and teams, and bring a calm, solutions-focused approach to high-pressure situations.

Skills & Experience

Skills

Office and Administration > Quality Assurance 10+ Years

10+ Years

Team Leadership 10+ Years

Process improvement 5-10 Years

Risk Management 2-5 Years

Workforce Management 5-10 Years

- Customer Service 10+ Years

Dashboard Development 2-5 Years

Performance Coaching 10+ Years

Human Resources > HR Management > Administrative Works > Operations Management 10+ Years

Experience highlights

Senior Operations Manager – Workforce Operations

BSA Solutions, Inc. · May/2023 – Present

Managed day-to-day operations for multiple offshore BPO accounts, overseeing service delivery, staffing, and quality. Acted as Client Success Manager, owned client onboarding. Served as primary escalation point. Maintained above 90% client retention.

Implementation Consultant II

RealPage, Inc. · December/2022 – Present

Managed client implementation projects end-to-end. Facilitated Customer Experience Workshops improving quality and CSAT. Conducted quality audits and coached supervisors. Redesigned workflows to reduce handling time.

Risk & Controls Analyst

DBS Bank · November/2019 – Present

Designed and implemented Comprehensive Risk Awareness framework independently. Produced risk communications and process documentation across business units. Achieved zero information breaches in 2020-2021.

Team Manager

DBS Bank · June/2012 – Present

Led customer service team of up to 300 bank executives for 7 years. Maintained zero complaints and zero processing errors. Drove performance through coaching, feedback, and performance management. Oversaw recruitment and talent development.

Financial Advisor / Team Coach

JPMorgan Chase Bank N.A. · June/2010 – Present

Delivered frontline customer service and financial advisory to Canadian credit card holders achieving top CSAT scores. Certified coach through Leadership Acceleration Program. Maintained zero absenteeism and tardiness.

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