Country Operations Director

• Oct 2018 - Present

1. Responsible for all Financial transactions in relations to the Philippine Entity 2. Handles all Legal transactions in relation to the Philippine entity 3. Ensures all business unit requirements are met 1. Responsible for all Financial transactions in relations to the Philippine Entity 2. Handles all Legal transactions in relation to the Philippine entity 3. Ensures all business unit requirements are met

Director of Operations

• Jun 2015 - Present

Responsible for developing the existing contact center to meet technological, skill and security demands to take in more business growth. 1. Lead the Cebu Contact Center and increase internal businesses supported. 2. Grow the center in both headcount and skills supported, expanding the roles from basic sales, customer service and L1 technical support to include more complexed roles L2, developers (SQL,C#,JAVA), cloud support, healthcare service, other back end support. 3. Lead the IT infrastructure buildout to accommodate new business requirements for inbound, outbound and back end support work while meeting compliance standards and service level requirements. 4. Set up center to meet compliance requirements to accommodate businesses upcoming Hi-Trust, HIPPA, PCI, ISO 27001 Show less

Managing Director

• Jun 2021 - Jan 2023

Associate Director

• Dec 2013 - May 2015

1. Lead Manila Center in providing virtual L1 support for internal users of a Major Bank 24 x 7. Support end users via web and phone in addressing issues and service requests 2. Coordinated with over 200 L2 & Support units across the APAC, EMEA & Americas 3. Drove process improvement with the L2, L3 and other support groups both captive and vendor based. 4. Redefined proper profile for hiring, redefine and improve existing hiring process and methodology 5. Integrated and defined an end to end user experience that encompasses –delight, own and resolve 6. Supported an environment that was issue driven vs. one that is based on behavior 7. Involvement in on-boarding and supporting new applications, updates and general new hire/leaver requests within the bank 8. Helped redefine the culture and turn Cognizant into a contributing partner vs. that of a vendor 9. Met changing expectations within the bank over and beyond service level agreements, drive continues improvement strategies and create and execute service strategies. Show less

Senior Operations Manager/VP 2

• Jan 2010 - Aug 2013

Set up and manage Cebu Contact Center to be top performing site, outperforming tenured centers within first 3 months. Drive and develop an exceptional leadership team. Streamline and improve efficiency of existing Network processes and practices to becoming world class.Currently driving major change, focusing on Customer Centricitry as key sustainable key to organic growth and reduction of churn. - Drive a positive customer experience thru improving the customer satisfaction and reduce complaints. -Create a positive working environment conducive to better performance. - Implement control measures to address potential points of failures that may increase any risks to the department and bank. - Drive performance thru managing proper expectations and using behavioral methodologies in performance management. - Cost discipline thru minimizing lost productivity and providing acceptable developmental opportunity within acceptable service levels and standards Show less

Business Development Manager

• Oct 2009 - Jan 2010

VOIP program (220 cs & 380 tech support/on boarding agents in 3 sites) Electric custom-made manufacturer w/ up to 30 CS agents • Maintain a strong relationship w/ client, managing expectations and providing turnaround for key asks and requirements. • Ensure smooth operations for Client account providing sound leadership and guidance. Coordinate between client and Stream, all strategic communications client and company impacting. • Owns profitability matrix managing revenue & margins. • Understand/drive key value metrics, set performance targets, manage overall program performance, and compel continuous improvement, providing solutions-focused, performance-based, development-oriented, positive work environment for the team. • Drive direction towards true partnership between Stream and Vonage through various initiatives and projects • Believe in managing to 3 points Effectivity, Efficiency; Ownership to drive the right Customer Experience Show less

Client Manager

• May 2007 - Oct 2009

Owner of:1.VOIP program (150 cs & 370 tech support agents in 2 sites)2.US Telecom program w/ 300 customer service lob 3.Prepaid card service w/ 20 cs heads 4.Electric custom-made manufacturer w/ up to 30 CS agents5. Local Telco with 300 headsIn charge of a headcount of an estimated 1500 people during transitions• Maintain a strong relationship w/ client, managing expectations and providing turnaround for key asks. • Ensure smooth operations for Client account providing sound leadership and guidance. Coordinate between client and Etelecare, all strategic communications client and company impacting.• Owns profitability matrix managing revenue & margins.• Understand/drive key value metrics, set performance targets, manage overall program performance, and compel continuous improvement, providing solutions-focused, performance-based, development-oriented, positive work environment for the team.• Believe in managing to 3 points Effectivity, Efficiency; Driving Customer Experience Show less

Operations Manager

• Nov 2006 - Apr 2007

RESPONSIBILITIES:-Handled a telecommunicatons program with a headcount of 500 agents across Metro Manila and Cebu.- Direct interaction with client with regard to deliverables and performance - Responsible in Financial Forecasting, Program AOPs and Program costs- Makes sure that all Business unit needs are met in Both locationsEXPERIENCES GAINED:Has had exposure to multiple fields ( with exposure in Customer Service, Upsells, Technical Support, Financial)

Operations OIC

• Sep 2005 - Oct 2006

RESPONSIBILITIES:- Direct interaction with client with regard to deliverables and performance - Responsible in Financial Forecasting, Program AOPs and Program costs- Makes sure that all Business unit needs are met EXPERIENCES GAINED:Has had exposure to multiple fields ( with exposure in Customer Service, Sales, Technical Support, Financial) - Launched 2 programs with a total headcount of 127, with the commitment of the Client to increase head count of 167 by May based on performance (both programs combined). Client will be will increase number of programs from 2 to 3 with an additional 30-50 headcount on March 2006.- Launched a Taxation and Financial Program with initially started with 110 agents that ramped to 224.- Launched Etelecare's First HealthCustomer Service Program- One of a few Operations OICs maintaining multiple programs Show less

Operations

• 2000 - 2005

VP Operations

• May 1998 - Mar 2000

Designed, Marketed and Managed full operations of an exporting furniture company, making stone crafted and wrought iron products. Designed, Marketed and Managed full operations of an exporting furniture company, making stone crafted and wrought iron products.

Intern

• 1997 - 1997