2000
BS Industrial Engineering
Holy Angel University
More Info About Me
Strategic Operations Manager with 5+ 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 P&L management.
My Skills and Competencies
Social Media Management
QuickBooks Expert
Data Entry
Content Creator
Certificates
My Experience and Education
2022
-
2026
Teleperformance
(Operations Manager)
Oversee end-to-end operations for 3 Trust & Safety – 100 plus FTEs
Built Trust & Safety enforcement program; achieved >98.5% policy accuracy and <1.5% appeal overturn rate while handling +200K+ monthly cases
Manages and optimizes operational processes to achieve efficiency and cost-effectiveness
Ensure service delivery meets quality standards, and client expectations
2014
-
2022
Teleperformance
(Team Manager)
Supervised 15-20 customer experts across voice, email and chat, consistently exceeding team KPIs: 95% CSAT, 90%+ FCR, <5% abandon rate.
Performance appraisals, and structured feedback on performance results.
2011
-
2014
iQor Philippines, Inc
(Team Manager)
Led outbound collections team achieved client-desired recoveries through script optimization and objection handling training.
Ensured 100% compliance with FDCPA, and company collection policies; zero legal escalation during audit period.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
QuickBooks and Xero Exp
Track expenses, manage cash flow & create invoices.
Property Management
Team Communication | Maintenance Coordination | Customer Service
Operations Leadership
Strategic Operations Manager with 5+ years leading multi-function teams across Customer Service, Trust & Safety, and