As a seasoned IT Manager for 20 years, I am expert in business analytics, global service desk, automation, GenAI, change management, financial analysis, and vendor management in the BPO operations. I hold credentials in Six Sigma, Marketing, and Business Administration from reputable online platforms, and I continuously update my skills and knowledge to keep up with the latest trends and innovations in the industry.
I lead and support a team of professionals who handle various aspects in BPO, such as tech, sales, customer service, quality assurance, and workforce management, using voice, chat, and email ch-----------els. I am responsible for managing day-to-day operations, guiding and validating root cause analysis, executing countermeasures, maintaining and following through on smart action plans, improving customer relationships, stakeholders and leadership engagement. I have demonstrated operational success by implementing projects, transitioning change management, scheduling, quality controls, customer experience, and fiscal management. My goal is to deliver excellence and value to our clients and stakeholders, while fostering a culture of collaboration and innovation within our organization.
