Operations Assistant/Team Leader
Bulacan
Results-driven operations professional with 9+ years in BPO leadership. Expert at managing workflows, tracking KPIs, and building SOPs that keep fast-moving teams aligned. Known for proactive communication, process improvement, and consistent follow-through in high-accountability environments.
Concentrix, full_time
Dec 2022 to Apr 2026
Concentrix – Healthcare | December 2022 – April 2026 Managed daily administrative and operational activities while overseeing team performance, productivity, attendance, and KPI achievement. Conducted coaching sessions, call listening, performance reviews, and quality monitoring to identify improvement opportunities and create action plans. Handled escalations and supervisor calls, supported employee engagement initiatives, and conducted final-round interviews, assessing and recommending qualified candidates for hire.
Alorica, full_time
Jan 2017 to Nov 2022
Alorica – T-Mobile | June 2019 – November 2022 Progressed through two promotions, starting as a Customer Service Representative and advancing to Subject Matter Expert (SME) and eventually Team Leader. Led day-to-day team operations, administrative responsibilities, coaching, performance management, and escalations while monitoring KPIs and implementing strategies to improve productivity and engagement. Conducted call reviews, provided targeted feedback, and supported agents in achieving performance goals. Recognized as part of the Top 1% Achievers across the entire Cubao site, including all Lines of Business (LOBs), demonstrating consistent high performance and operational excellence throughout the organization.