Skills
Customer Support > Customer Relationship Management
10+ Years
Office and Administration > Administrative Support
5-10 Years
Office and Administration > Operation Management
5-10 Years
Continuous Improvement
5-10 Years
Project and Task Management
5-10 Years
Experience highlights
Operations Manager
Previous: Crayon Philippines
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January/2021
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Present
ed operational strategy and cross-functional initiatives for a 70+ member team in a 24/5 global setting, driving performance alignment, workflow efficiency, and system improvements. Championed talent development and succession planning in collaboration with HR and leadership. Oversaw escalation management and risk mitigation to ensure high client satisfaction and consistent service delivery.
Senior Team Manager/Team Manager
Previous: Rhipe Philippines (Acquired by Crayon Philippines)
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April/2019
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Present
Oversaw frontline operations, coaching teams to achieve KPI targets while driving performance and engagement. Led strategic planning and business reviews with leadership and offshore stakeholders. Partnered with training, quality, and project teams to implement operational improvements and boost service standards. Collaborated cross-functionally to drive operational improvements and developed performance and engagement strategies to enhance service quality and team morale.
Senior Team Manager/Team Manager
ADP Philippines
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May/2013
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Present
Managed frontline operations with a focus on coaching teams to meet strategic KPIs. Led business reviews and planning sessions with leadership and offshore partners. Collaborated cross-functionally to drive operational improvements and developed performance and engagement strategies to enhance service quality and team morale.
Call Mentor / Quality Analyst / Subject Matter Expert
Stream Global Services
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September/2009
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Present
From 2009 to 2013, I gained hands-on experience in quality assurance, coaching, and technical support through roles as a Call Mentor, Quality Analyst, and Senior SME. I developed and implemented QA frameworks, provided performance coaching to agents and supervisors, and led training initiatives to support continuous improvement. I also offered technical guidance and contributed to product enablement and knowledge-sharing efforts to enhance frontline efficiency.
