Results-driven Operations and Client Success Leader with 13+ years of experience in telecommunications and BPO environments supporting U.S. enterprise clients. Proven track record of leading large cross-functional teams, driving KPI performance, improving CSAT, managing escalations, and optimizing operational workflows. Recognized as Manager of the Year and multiple-time Top Performer. Strong expertise in performance management, client relationship management, process improvement, KPI reporting, and remote team leadership.
CORE COMPETENCIES
Operations Management
Client Success & Retention
KPI Tracking & Performance Reporting
Team Leadership & Coaching
Process Improvement & SOP Documentation
Cross-Functional Collaboration
Data Analysis (Google Sheets, Excel)
Customer Experience Optimization
Escalation Management
Workforce Planning
Remote Team Management
Strategic Planning & Execution
OPERATIONS MANAGER – COMCAST US PROGRAM
Concentrix Philippines | Bacolod City
Jan 2022 – Jan 2026
• Led and managed operations for a large U.S. telecommunications account supporting customer service, billing, technical support, and sales functions.
• Managed multiple Team Leaders and over 100+ frontline employees to consistently meet and exceed KPIs including CSAT, AHT, Sales Conversion, and Quality Assurance.
• Recognized as Manager of the Year (2023) and Top Operations Manager (2022, 2024).
• Improved overall team CSAT performance by implementing targeted coaching, real-time performance tracking, and structured action plans.
• Partnered directly with senior leadership and U.S.-based clients to present business reviews, performance insights, and operational strategies.
• Developed succession planning and talent development initiatives to strengthen leadership bench.
• Led performance recovery initiatives for underperforming teams, increasing productivity and accountability.
• Ensured compliance with company policies, operational standards, and client expectations.
OPERATIONS SUPERVISOR – COMCAST US PROGRAM
Concentrix Philippines | Bacolod City
Jan 2015 – Jan 2022
• Supervised daily operations of customer service and sales teams, ensuring consistent KPI achievement.
• Improved CSAT scores by 10% within one quarter through focused coaching and workflow optimization.
• Specialized in new hire transition management and performance turnaround for outlier teams.
• Analyzed performance data to identify trends, gaps, and improvement opportunities.
• Coordinated cross-functional initiatives to improve customer experience and operational efficiency.
• Operations Supervisor via Comcast Chat Program from 2015 to 2020 (eCare) handling Billing, Technical and Sales.
• Operations Supervisor via Comcast Voice from 2020 to 2022 (Comcast National Core)) handling Billing, Technical and Sales
• Consistently recognized as Top Operations Supervisor and Top Team Awardee.
CUSTOMER SERVICE REPRESENTATIVE – TECHNICAL, BILLING & SALES
Concentrix Philippines | Bacolod City
2012 – 2015
• Handled 60+ inbound calls and chats daily supporting technical troubleshooting, billing inquiries, and sales conversions.
• Achieved multiple Top Performing Agent awards.
• Resolved complex customer concerns with empathy and efficiency, improving customer loyalty.
• Contributed to process improvements and knowledge-sharing initiatives.
AWARDS & RECOGNITION
Manager of the Year – 2023
Director’s Club Awardee for Client Success – 2023
Top Operations Manager – 2022, 2024
Top Operations Supervisor – Multiple Awards
Top Performing Agent – Multiple Awards
EDUCATION
Bachelor of Arts in Political Science
University of St. La Salle – Bacolod City
Magna Cum Laude
Dean’s Lister (1st–4th Year)
