I am a results-oriented Operations Manager with over 15 years of experience in the BPO and customer service industries, including significant international experience in Singapore. Throughout my career, I have progressed from frontline roles to leadership positions, consistently focusing on enhancing operational efficiency and fostering high-performing cultures.
Key Expertise
Strategic Operations Management: Currently managing BPO operations by monitoring KPIs, identifying bottlenecks, and implementing best practices to reduce costs.
Leadership & Mentorship: Experienced in leading, evaluating, and coaching team leaders and support staff to maintain a positive and motivated work environment.
Client & Stakeholder Relations: Skilled at acting as a primary point of contact for clients, ensuring service delivery aligns with contractual agreements and managing interpersonal relationships in intercultural settings.
Conflict Resolution & Performance Management: Proficient in addressing disciplinary issues, resolving employee relations conflicts, and handling escalated customer concerns with a cautious and professional approach.
Educational Background & Core Skills
I hold a Bachelor of Science in Psychology from St. Paul College of Manila, which informs my approach to team dynamics and performance coaching. I am proficient in MS Office, an effective public speaker, and highly adaptable to high-pressure environments, whether working independently or within a team
