Anna Marie M. Ibo
Automation & Service Operations Executive | Telecommunications | Digital Transformation Leader | Global Service Leadership
I am seasoned automation and service operations executive with over 15 years of leadership experience in telecommunications, enterprise support, and customer experience management. Serve as Head of Automation for Technical Support and Digital Capabilities at Globe Telecom, where she lead enterprise-wide automation initiatives across B2B Customer Experience Management (CXM).
Drives the strategy, design, and implementation of end-to-end automation solutions leveraging RPA, AI, APIs, and system integrations. Lead cross-functional teams of developers and analysts to deliver scalable, cost-efficient automation programs that reduce manual effort, improve process accuracy, and generate measurable ROI. Established governance frameworks and compliance standards to ensure sustainable and secure automation practices.
Prior to leading automation, held senior leadership roles in enterprise broadband support, service command center operations, and integrated technical services. Directed a 24x7 operations environments, overseeing compliance, critical enterprise trouble cases, VIP escalations, and performance monitoring across ACD and CMS platforms. My leadership ensured operational excellence across core data, broadband, mobile, and IT services while maintaining high service levels and customer satisfaction.
My earlier career includes global transition management across the Australia and New Zealand region, where I oversaw onboarding, compliance adherence, tranche execution, and customer engagement initiatives. I also held multiple leadership roles in large-scale customer service operations, managing performance, profitability, workforce planning, and client relationships while consistently exceeding KPI targets.
Recognized for my strategic mindset and operational discipline, My combined technical depth with strong people leadership. I am passionate about developing high-performing teams, fostering continuous improvement, and aligning technology initiatives with business objectives. My leadership philosophy centers on customer impact, data-driven decision-making, and sustainable innovation.
