I am an experienced and results-driven Operations Leader with nearly 15 years in the BPO industry, specializing in Accounts Receivable, Collections, Utility Processes, and Customer Support across voice and non-voice platforms (Front, Back, and Mid-Office). I have proven expertise in team supervision, process transitions, performance management, and quality assurance.
I have successfully led international business transitions, including an assignment in India where I oversaw process migration, delivered training and onboarding for leadership and operational teams, managed performance against operational and quality benchmarks, and served as a Subject Matter Expert.
I also completed specialized process training in California, USA, and led the knowledge transfer to the Manila team, ensuring a seamless and efficient transition with minimal operational disruption. I am adept in SAP, Lean Six Sigma (Yellow Belt certified), and process improvement initiatives that drive operational excellence.
