Operations Manager | Customer Experience E-Commerce Team Leader
Tarlac
10+ years in Operations, Customer Experience, and E-commerce Operations & Contact Center Leadership Customer Experience (CX) Strategy Team Leadership & People Development Process Improvement & Workflow Optimization KPI & SLA Management AI-assisted Customer Support Client & Stakeholder Management Hands-on, Organized, and Results-Driven Committed to Continuous Learning and Operational Excellence
Reliasourcing Inc, full_time
Jan 2023 to Jun 2026
Associate Operations Manager | Jan 2025 – Jun 2026 Directed daily operations for multi-channel customer support (chat, email, and voice), including AI-assisted customer service workflows and human escalation processes. Led 10 to 15 Team Leaders and 60 to 100 Customer Service Representatives to achieve KPIs and SLAs. Presented Monthly Business Reviews (MBRs) and client performance updates to clients and stakeholders. Collaborated with QA, Training, and Workforce Management to improve operational performance. Optimized AI-assisted support workflows, improving ticket routing, resolution efficiency, and customer experience. Managed client escalations and implemented continuous improvement initiatives. Ensured site-wide compliance with coaching standards, daily operational deliverables, and coaching documentation by auditing coaching logs, validating root cause analyses, and monitoring measurable development plans. Senior Team Leader (Promotion) | Aug 2024 – Jan 2025 Served as the primary liaison between operations and clients. Led Team Leaders to achieve Quality, CSAT, Productivity, and SLA targets. Presented Monthly Business Reviews and operational recommendations. Coached leaders and partnered with cross-functional teams to improve performance. Customer Service Team Leader | Feb 2023 – Aug 2024 Supervised Customer Service Representatives in an e-commerce support environment. Improved team performance through coaching and KPI monitoring. Managed escalations and collaborated with QA, WFM, and Training teams. Earned promotion to Senior Team Leader based on performance.