BPO Operations/Customer Support/Service- Backoffice/Leadership
Cebu
Experience in Operations Management, Account Management (SLA, KPI’s), Customer success & relationship management, Virtual or Executive Assistant, etc. ·Expertise in delivering outsourcing solution & People management; -Manage day to day operations of Service Delivery, Staffing, Scheduling; -Continuous improvement in all the KPIs; -Collaboration with cross-functional teams to develop and implement strategies for service delivery;
KBM-Realty & Sunshine Management , full_time
May 2025 to Apr 2026
- Managed day-to-day operational execution across departments. ● Ensured development timelines aligned with internal capacity. ● Oversaw HR processes including onboarding and performance cadence. ● Coordinated systems, tools, and internal workflows. ● Collaborated with cross-functional teams and flagged operational risks and capacity issues.
Karbonhq, contract
Jan 2025 to Apr 2025
● Oversaw a portfolio of 200+ accounts (accounting firms). ● Onboarded new customers through kick-off calls. ● Managed account retention and addressed churn concerns. ● Provided administrative support and guidance.
Big Engage Marketing , full_time
May 2023 to Dec 2025
● Onboarded new partners and educated them on FB, OB, TB, Google, Bing & Yahoo search marketing systems. ● Monitored metrics and conversion data, created reports, and offered strategic guidance and administrative support. ● Scaled partner businesses, achieved conversion goals, optimized campaigns, and built strong, successful relationships. ● Served as Executive Assistant to the CEO, managing calendar, email, social media, project management, bookkeeping, and data entry.
Wipro Philippines Ltd, full_time
Feb 2005 to May 2023
● Led a team of 225+ FTEs to deliver outsourcing solutions and people management. ● Managed day-to-day operations of service delivery, staffing, scheduling, and continuous improvement across all KPIs. ● Collaborated with cross-functional teams to develop and implement service delivery strategies. ● Conducted weekly performance reviews with teams. ● Led weekly and monthly business reviews with clients covering quarterly and yearly appraisals, complaint resolution, new initiatives, attrition management, and Employee Perception Survey (EPS) results.