Operations Manager | Team Lead | Client Success Remote Ops Specialist
Cavite
I build high-performing teams and keep clients at the center of every decision. With 15+ years spanning BPO operations, client relations, and remote leadership—progressing from CS Rep to Team Lead, Campaign Supervisor, and Operations Manager—I bring hands-on execution and strategic thinking to every role. Operations & Leadership: Led and coached teams of 10+ agents across multiple campaigns at Leagenda BPO and GlobalSync. I drive quality and retention through clear expectations, live coaching, call evaluations, and real-time performance interventions. Client Relations & Account Management: Served as the primary client point of contact across key accounts. I manage relationships proactively, send daily/weekly updates, resolve escalations early, and consistently exceed service standards. Performance & Reporting: I own KPIs end-to-end—managing scheduling, capacity planning, recruitment, and real-time SLA adjustments. I deliver weekly, monthly, and quarterly performance and billing reports, turning data into actionable decisions. Process & Compliance: Enforced operational policies, billing summaries, and escalation protocols across multi-campaign environments to run tight, compliant operations. Remote & Digital Operations: Fully remote since 2020 across PH, US, AU, and UK time zones, managing multiple accounts with zero supervision. Expanded into digital marketing ops: GoHighLevel (GHL) CRM automation, email sequences (ConvertKit/Kit), video editing (Premiere Pro, CapCut), and social media management (TikTok, IG, FB, LinkedIn). AI & Automation: Daily user of Claude and Gemini for research, analysis, and content workflows. Actively building automation pipelines in n8n and Make to streamline operations. Proactive, reliable, and available for full-time, part-time, or contract remote roles.
STE, full_time
Oct 2020 to Apr 2021
• Managed multi-channel client and guest communications (calls, emails, live chat) across a portfolio of 2,000+ accommodation units, coordinating with distributed teams to support operational targets. • Acted as liaison between maintenance, leasing, and guest services teams to troubleshoot issues quickly, protecting service delivery and client satisfaction.
Remote — Multiple Clients, full_time
Feb 2020 to Apr 2026
• Served as the daily point of contact for remote clients, managing client pipelines in GoHighLevel (GHL), tracking deadlines and workload capacity, and flagging delivery risks before they became issues — with zero direct supervision. • Developed and enforced workflow procedures for client correspondence and marketing campaign coordination, keeping distributed teams aligned across time zones. • Monitored platform migration to GHL, building automated email sequences and landing pages that streamlined client onboarding and improved operational efficiency. • Delivered daily and weekly performance and task-completion reports, maintaining full client visibility, accountability, and trust in a fully remote working relationship. • Collaborated cross-functionally with remote web developers and content teams to implement site updates without service disruption. • Applied AI tools (Claude, Gemini) daily to accelerate research, reporting, and documentation, surfacing insights that supported client decision-making.
Leagenda BPO, full_time
Feb 2015 to Dec 2020
• Managed daily operations and served as primary point of contact for clients, consistently meeting service standards and resolving issues with high proficiency. • Coached, managed, and mentored agents and team leaders, delivering training and enforcing compliance with operational policies and HR administration standards to help teams achieve KPIs. • Tracked and analyzed operational and performance metrics, delivering weekly, monthly, and quarterly reports to senior management to guide strategic decisions and identify areas for improvement. • Managed delivery of weekly and monthly client billing summary reports, ensuring accuracy across all financial and invoicing documentation.
GlobalSync Business Solutions, full_time
Jul 2008 to Sep 2014
• Progressed from frontline CSR to Team Lead (managing 8 agents) to Campaign Supervisor, serving as primary client point of contact and building a strong foundation in operational leadership throughout. • Supervised campaign performance against targets, produced weekly/monthly billing summaries, and enforced compliance with operational policies and procedures. • Conducted call recording evaluations and live coaching, maintaining escalation protocols to protect service quality and drive continuous improvement.