N/A
BS Medical Technology
San Pedro College
More Info About Me
Seasoned Operations Team Manager with nearly 21 years of multi-faceted experience in the BPO industry, specializing in banking and financial services. Proven track record of dedicated leadership and operational success, progressing steadily from front-line roles to senior management positions.
Expertise in talent acquisition, training, coaching, and development of high-performing teams. Hands-on experience leveraging AI tools and emerging technologies to streamline workflows, enhance productivity, and drive data informed decision-making. Committed to delivering improved Customer Satisfaction while ensuring strict alignment with client-approved Statements of Work (SOW).
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Medical VA
Excecutive Assistant
Certificates
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My Experience and Education
2025
-
2026
CONCENTRIX Phils
(Operations Team Leader)
· Supervise, mentor, and motivate a team of operations associates.
· Allocate tasks, monitor performance, and provide constructive feedback.
· Foster a collaborative and high-performance culture.
· Oversee transaction processing, reconciliations, and reporting activities.
· Ensure accuracy, timeliness, and compliance with internal policies and regulatory standards.
· Identify process inefficiencies and implement improvements.
· Track KPIs and operational metrics to measure team effectiveness including CSAT.
· Prepare regular reports on productivity, error rates, and service levels.
· Drive initiatives to meet or exceed operational targets.
2023
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2025
Foundever
(Operations Team Manager)
- Manage a team of fraud analysts and help Credit Unions/Banks limit risks and fraud losses
- Analyze individual, team and program/account performance on a regular basis, perform root cause analysis and develop corrective action plans.
- Plays a pivotal role in employee development through coaching, counseling, mentoring, training, and in helping to create a work environment conducive to personal growth and employee satisfaction.
- Conducts communications and correspondences, including telephone, e-mail, group meetings about business reviews and operational progresses and opportunities.
- Build and maintain a skilled, successful, motivated, team of support representatives.
2019
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2023
Citibank NA
(Subject Matter Expert - Leadership Management Program)
- Oversee the development of New Hire Employees from training, OJT, Ops deployment until regularization.
𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗦𝗘𝗔𝗥𝗦 - 𝗘𝘀𝗰𝗮𝗹𝗮𝘁𝗶𝗼𝗻𝘀 𝗢𝗳𝗳𝗶𝗰𝗲𝗿 𝟭| December 2022 - November 2023
- Manage escalations for multi-card services for Citibank brand credit cards including BEST BUY, SEARS, THE HOME DEPOT, Tractor Supply, Overstock, Mayfair, LL Bean, and Goodyear
𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗦𝗘𝗔𝗥𝗦 - 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻𝘀 𝗢𝗳𝗳𝗶𝗰𝗲𝗿 / 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗠𝗮𝗻𝗮𝗴𝗲𝗺𝗲𝗻𝘁 | May 2022 - December 2022
𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗖𝗼𝗿𝗽𝗼𝗿𝗮𝘁𝗲 & 𝗕𝘂𝘀𝗶𝗻𝗲𝘀𝘀 𝗖𝗔𝗥𝗗𝗦 | August 2019 - August 2021
𝗖𝗶𝘁𝗶𝗯𝗮𝗻𝗸 𝗨𝗦 𝗖𝗔𝗥𝗗𝗦 | March 2019 - August 2019
• Provide customer support across all Citi cards platforms
2017
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2019
VXI Davao
(ATandT CLG (Customer Loyalty Group))
- Handle retentions and renewal for ATandT mobile clients
- Manage sales services for ATandT's diversified services including Broadband, Landline, and Mobile
2009
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2017
Sykes Asia, Inc.
(Operations Team Manager (Banking and Financial Services))
- Create initiatives to meet and exceed operations', client's, and company performance metrics
- Analyze individual, team, and program/account performance; perform root cause analysis
- Play a pivotal role in employee development through coaching, counseling, mentoring, and training
- Conduct regular business reviews
- Build and maintain a skilled, successful, motivated team of support representatives
𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 𝗖𝗼𝗮𝗰𝗵 | December 2012 - January 2013
- Execute all survey processes related to Customer Satisfaction as an operational metric
- Monitor and evaluate call/customer service handling skills of agents and resolve coaching opportunities
- Analyze customer service trends and publish and audit business reports and reviews
- Manage service recoveries to all survey channels and complete customer fulfillment processes
𝗖𝗦 / 𝗕𝗮𝗰𝗸 𝗢𝗳𝗳𝗶𝗰𝗲 𝗖𝗼𝗮𝗰𝗵 - 𝗔𝘀𝘀𝗶𝘀𝘁𝗮𝗻𝘁 𝗧𝗲𝗮𝗺 𝗟𝗲𝗮𝗱 | August 2010 - December 2012
- Evaluate and coach agents/employees based on their performance opportunities
- Conduct training in client's new services
- Create metric reports and employee opportunity trends based on operational metric expectations
- Monitor calls daily and assess each agent's skills and product knowledge opportunities
- Help team leaders and supervisors strategize goals to meet client metrics.
𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 / 𝗕𝗮𝗰𝗸 𝗢𝗳𝗳𝗶𝗰𝗲 𝗖𝗼𝗻𝘁𝗿𝗮𝗰𝘁 𝗔𝗻𝗮𝗹𝘆𝘀𝘁 | September 2009 - August 2010
- Handle account receivable calls on auto-financing and leasing
- Review and analyze contracts to ensure they meet state-specific guidelines and processes
2007
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2009
ePerformax Contact Centers
(Level 3 Analyst / Financial Analyst - JP Morgan and Chase - Banking and Financial Services)
- Handle escalation calls and client balance transfers
- Process credit card account maintenance
- Process account receivables and bill adjustment requests
- Educate cardholders on account term changes and pricing
January 2007
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September 2007
XLIBRIS Publishing / Author Solutions
(Publishing Consultant)
- Provide writing and business correspondence to authors and writers
- Present the company's publishing services and publishing process to different authors and writers
- Close publishing deals and packages
2005
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2007
PeopleSupport Philippines, Inc.
(Junior Coach)
- Evaluate agent's skills and knowledge given the context of the client's operations
- Track QA and CSAT performance and monitor progress
- Assess strengths and weaknesses of each agent and motivate them to solve their own challenges
- Ensure client goals are met by providing operational support to agents
𝗟𝗲𝘃𝗲𝗹 𝟯 𝗜𝗦𝗣 𝗥𝗲𝗽𝗿𝗲𝘀𝗲𝗻𝘁𝗮𝘁𝗶𝘃𝗲 | August 2005 - February 2006
- Handled inquiries on order fulfillment of internet/phone service installations
- Processes payables, credit adjustments/refunds
- Process service upgrades and up-selling plan packages and services
- Report and resolve technical cases and installation requests
- Monitor and update customers of their technical dispatch
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.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.