Supervisor | BPO | Quality Assurance | Sales Compliance
Cavite
Results-driven administrative and operations professional with 20+ years of experience supporting business leaders, managing high-volume workflows, and ensuring operational efficiency in fast-paced, deadline-driven environments. Proven track record of coordinating schedules, managing complex communications, maintaining accurate records, and supporting cross-functional teams while consistently meeting service, compliance, and productivity targets. Advanced user of Microsoft Office Suite (Outlook, Teams, Word, Excel) with strong adaptability to digital collaboration and project management platforms. Recognized for exceptional written and verbal communication skills, meticulous attention to detail, and the ability to work independently with minimal supervision. Adept at identifying process inefficiencies, implementing practical solutions, and maintaining accuracy across documentation, reporting, and data management activities under tight deadlines. Combines a proactive, solution-oriented mindset with strong organizational skills to support executives, stakeholders, and teams while delivering reliable, high-quality administrative support
Citigroup Business Process Solutions, full_time
May 2012 to Aug 2025
Leadership & Operations Management • Led a team of 10–15 inbound and outbound sales/service agents supporting Australian financial accounts • Served as Weekend Operations Lead overseeing service levels, queue management, and overall performance • Monitored daily KPIs including acquisition, conversion, quality, compliance, and service metrics Revenue & Performance Strategy • Drove consistent achievement of sales, portfolio growth, and cross-sell targets • Developed and implemented performance scorecards and incentive programs to improve productivity • Headed the Acquisitions Team and facilitated training during telesales migration initiatives Compliance & Governance • Ensured strict adherence to Australian regulatory requirements and zero-tolerance policies • Conducted call evaluations, quality audits, and performance appraisals • Partnered with stakeholders and cross-functional teams to mitigate compliance risks People Development • Delivered structured coaching, mentoring, and performance reviews • Contributed to hiring, interviewing, and selection of frontline employees • Coordinated with HR on employee relations and development matters
Citigroup Business Process Solutions, full_time
Sep 2009 to Apr 2012
• Conducted daily compliance reviews across inbound and outbound sales transactions • Audited customer interactions to ensure alignment with Australian financial regulations • Reduced compliance risk exposure through proactive monitoring and corrective coaching • Partnered with operations teams to resolve policy breaches before customer impact • Managed reconciliation of processed applications (ACIS/DWR) to ensure accurate end-to-end sales documentation
Citigroup Business Process Solutions, full_time
Jan 2007 to Aug 2009
• Handled inbound and outbound customer enquiries related to financial products • Achieved consistent sales conversion and portfolio targets while maintaining quality benchmarks • Guided customers through application processing, documentation requirements, and product clarification • Acted as escalation point for complex cases and multi-product enquiries • Supported team members through coaching and QA monitoring initiatives
KGB / INFONxx, full_time
Aug 2005 to Dec 2006
• Managed high-volume inbound calls, resolving customer issues within SLA standards • Delivered consistent QA scores aligned with service and compliance benchmarks • Documented customer interactions accurately within tracking systems
Level-Up! Inc., full_time
Feb 2004 to Oct 2004
• Managed distributors and key accounts to achieve volume and distribution targets • Promoted company products and ensured strong in-market visibility • Prepared daily and weekly sales performance reports
JPC Marketing, full_time
Dec 2001 to Jan 2002
• Sold Procter & Gamble products to key accounts in Cavite • Managed merchandising and market visibility initiatives • Prepared daily sales reports