Team Lead/ Service Delivery
Negros Oriental
I'm Reden Ramos — I've spent over 10 years in BPO, moving up from frontline agent to Team Lead managing a team of 15 on a healthcare account. My focus has always been coaching teams to hit quality KPIs, and I've been recognized for it, including Best in Quality for four consecutive months. I've worked across healthcare, travel, and retail accounts, and I'm looking to bring that experience into my next role.
WNS Global Services, full_time
Nov 2008 to May 2017
I spent nearly 9 years at WNS Global Services (2008–2017), building my career from the ground up. I started as a Senior Associate on a retail account, handling order entry and customer account support. I was promoted to Lead Associate, where I began coaching agents, evaluating calls, and handling escalations. From there, I moved into Assistant Manager – Operations for a retail account, where I served as the point of contact for escalations and led both the SME team and the quality calibration team. I was later trusted with a larger scope as Assistant Manager – Operations for a travel/airline account, overseeing team coaching, performance reviews, staffing, training, and client call calibration. Across these roles, I consistently grew in responsibility — from handling individual customer orders to managing full team operations, performance, and quality standards.