William D.

Process Optimization Project Management

Benguet

Overview

My background is in operations leadership — building processes, managing teams, and tracking performance at scale. That systems-thinking is what I bring to every client engagement. I don't just complete tasks. I look at how your operations actually function, identify where time and money are leaking, and build the fix — whether that's a dashboard, an automated workflow, or a documented process your whole team can follow.

Skills and Tools

• Calendar Management
• Email Management
• Data Entry
• Task Management
• Google Drive
• Document Management
• Microsoft Office
• File Organization
• Google Calendar
• Meeting Coordination
• Internet Research
• Google Workspace
• Microsoft 365
• Microsoft Teams
• Microsoft Outlook
• Microsoft Word
• Microsoft Excel
• Zoom
• Slack
• Project Management
• Asana
• Trello
• Process Documentation
• SOP Creation
• Office Management
• Scheduling
• Client Communication
• Excel Advanced
• Google Sheets Advanced
• Google Docs

Work History

• Senior Team Leader (Operations Manager)

  Concentrix, full_time

  Nov 2022 to Dec 2025

  Led 3 Team Leaders and 40+ FTEs across multi-LOB, multi-channel operations (voice, chat, email) Owned end-to-end business outcomes, improving overall cluster performance and service delivery through data-driven strategies Improved attrition from 10% to 3% through structured coaching and engagement strategies Consistently exceeded targets with 105% KPI attainment and 102% productivity Implemented process improvements to enhance workflow efficiency and stabilize performance Delivered executive-level reports and insights to support strategic decision-making and business growth Operated with full ownership of outcomes, identifying gaps, structuring solutions, and ensuring execution aligning all operational moving parts to meet business targets

• Team Leader

  Concentrix, full_time

  Nov 2017 to Oct 2022

  Managed 10–20 agents across multiple LOBs, ensuring KPI and SLA achievement Improved team performance through coaching, QA alignment, and structured feedback Increased engagement and reduced performance gaps through targeted interventions Executed performance recovery initiatives for underperforming teams through structured action plans and consistent follow-through

• Subject Matter Expert (SME)

  Concentrix, full_time

  Apr 2017 to Oct 2017

  Provided floor support, coaching, and KPI improvement strategies Facilitated team huddles and communicated process updates Acted as Team Leader backup to ensure continuity of operations

• Real-Time Analyst (RTA)

  Concentrix, full_time

  Nov 2016 to Mar 2017

  Monitored real-time operations to ensure SLA adherence Analyzed WFM data to support staffing and operational decisions Assisted in scheduling and resource allocation