Senior Customer Experience Operations Specialist | CX Analytics
Bulacan
I turn customer signals and support data into operational visibility, then use that evidence to improve workflows and guide measurable corrective action. My background spans 8+ years across customer support, team leadership, account operations, performance reporting, and business analysis. I now position that experience within Customer Experience Operations, connecting frontline reality with the information leaders need to improve service and decide which operational problems deserve priority. My work covers CX analytics, Support Operations, KPI dashboards and scorecards, metric definitions, trend and variance analysis, root-cause analysis, Voice of Customer, process improvement, SOP governance, knowledge management, reporting quality, and stakeholder reporting. I establish current-state baselines, inspect recurring support demand and journey friction, check whether the available data is reliable, and turn findings into prioritized actions with clear ownership and measurement. I work best as a senior individual contributor. I can independently own reporting, diagnosis, documentation, and improvement workstreams while coordinating with Support, Operations, Product, Marketing, Fulfillment, Finance, and client-facing teams. My earlier leadership experience helps me judge whether a proposed change will hold up in daily execution.
Concentrix, full_time
Sep 2021 to May 2026
Resolve operational and account inquiries with Operations and Client teams, correcting issues accurately and keeping customers updated on time. • Build and deliver KPI dashboards and scorecards that give leadership and client stakeholders clear visibility into service performance across multiple lines of business. • Streamline reporting and support workflows by introducing automation, reducing manual effort and shortening turnaround time on recurring tasks. • Document workflows, data sources, and metric definitions to support SOPs, knowledge transfer, and continuity across the team. • Use AI tools in daily work to draft and check communication and reporting, and to refine prompts and templates for consistent output.
Concentrix, full_time
Oct 2016 to Oct 2021
• Led a team of 15 to 18 customer-experience associates, owning onboarding, coaching, and performance management while meeting client KPIs and SLAs. • Handled escalated customer issues and account concerns directly, resolving them with accuracy and care to protect satisfaction and retention. • Used dashboard insights to drive 1 to 5% quarterly KPI gains per agent and contributed to a 3 to 7% lift in project-wide KPIs across a 400 to 500 person projects • Owned reporting relationships with Operations, Client stakeholders, and external vendors, delivering recurring and ad-hoc requests accurately and on time. • Built and maintained reporting that surfaced trends and root causes behind customer issues, turning findings into workflow changes that improved performance and customer outcomes. • Mentored agents into senior and subject-matter-expert roles through structured coaching and data driven development plans
Microsourcing, full_time
Aug 2015 to Aug 2016
PSA, full_time
Aug 2012 to Mar 2015