I bring over 17 years of experience in leadership roles within the outsourcing and offshoring industries. I held a role as a Team Manager at Amazon Operations Services Philippines. In this role, I've led key initiatives such as streamlining contact handling processes, reducing customer effort by 20%, and significantly improving customer satisfaction.
Before joining Amazon, I was a Team Leader at iQor, Convergys, and TeleTech, where I gained extensive experience in training, coaching, and developing high-performing teams. I’ve consistently driven improvements in key metrics like customer satisfaction, first-contact resolution, and team productivity. For instance, at iQor, I implemented a training program for new hires, quickly helping them achieve production KPIs. Similarly, at Convergys, I accelerated the onboarding of new agents, cutting their learning curve within 30 days.
