2000
BS Industrial Engineering
Holy Angel University
More Info About Me
Strategic Operations Manager with 4+ years leading multi-function teams across Customer Service, Trust & Safety, and Property Management verticals. Directly managed 100+ direct reports including supervisors, and specialists in 24/7 BPO and corporate environments. Proven expertise in scaling operations, workforce optimization, policy enforcement, and people management.
My Skills and Competencies
Property Management
Operations Management
Data Entry
Certificates
My Experience and Education
2022
-
2026
Teleperformance
(Operations Manager)
Result-driven Operations Manager with 10+ years of leadership experience managing high-volume, multi-functional teams across Trust & Safety and Customer Experience verticals. Proven success directly leading 100+ FTEs (including supervisors and specialists) in 24/7 BPO and corporate environments. Experience in scaling operations, workforce optimization, policy enforcement, and client relationship management, consistently maintaining a 98.5% quality accuracy rate across 200K+ monthly cases.
2014
-
2022
Teleperformance
(Team Manager)
Supervised 15–20 customer experience experts across voice, email, and chat omnichannel. Consistently exceeded team benchmarks, securing a 95% CSAT score, 90%+ First Contact Resolution (FCR), and maintaining a <5% abandonment rate. Administered performance appraisals and provided structured, data-driven coaching to drive frontline performance results.
2011
-
2014
iQor Philippines, Inc
(Team Manager)
Led an outbound collections team to exceed recovery targets through script optimization and objection-handling training. Enforced strict adherence to US regulatory compliance frameworks, including FDCPA and company collection policies, resulting to minimal audit findings. Directed inbound representatives with a primary focus on maximizing CSAT KPIs and enforcing strict quality assurance parameters.
December 2006
-
July 2011
Sutherland Global Services
(Team Manager)
Supervised 16–20 FTEs, managing daily workloads across multiple microflows including customer service, technical support, and mortgage portfolios. Ensured absolute compliance regarding 3rd-party documentation, passing rigid operational audits with minimal to zero findings.
2026
-
Present
STR VA
(Property Management Assistant)
Support end-to-end remote property operations, scheduling, and invoicing for a short-term rental portfolio. Handle guest communications, conflict resolution, and digital document tracking to maintain high property rating standards.
My Services
Customer Experience & Verticals
Voice, Email & Chat | CSAT, FCR and ABR Optimization, Technical Support | Inbound/Outbound Collections
Trust, Safety & Risk Management
Content Policy Enforcement | Content Moderation QC | High-Volume Case Management
Property Management & Remote Operations
Team and Vendor Coordination | Guest Relations & Conflict Resolution | End-to-End STR Operations
Core Leadership & Operations
Large-Scale Team Leadership, SLA & KPI Management, Client Relationship Mgmt, Audit Readiness & Corporate Complia