I am a strategic and results-oriented BPO leader with over 20 years of experience in training management, operations leadership, customer service, and people development. I excel in leading multi-program operations, improving customer experience, and delivering business results through effective coaching and stakeholder management.
20
Skills
—
Per Hour
Lead / Principal
Experience
1mo
On Platform
I am a strategic and results-oriented BPO leader with over 20 years of experience in training management, operations leadership, customer service, and people development. I excel in leading multi-program operations, improving customer experience, and delivering business results through effective coaching and stakeholder management.
Location
Quezon City, Philippines
Experience
Lead / Principal
Status
Available for Work
Member since
May 24, 2026
Training and Quality Manager
Accenture Inc.
Aug 2019 – Apr 2026
Led end-to-end training operations across 48 BPO programs, managed onboarding and continuous learning initiatives, and collaborated with stakeholders to identify skill gaps.
Customer Service Team Lead
Alorica
Jul 2016 – Jul 2019
Led customer service representatives, conducted coaching sessions, managed escalated concerns, and partnered with clients for business reviews.
Assistant Manager
Ibex Global Solutions
Oct 2013 – May 2016
Managed daily BPO operations, implemented agent development initiatives, and worked with QA teams for performance improvement.
Real Estate Virtual Assistant
MyOutDesk
Jul 2012 – Oct 2013
Handled real estate administrative support tasks, coordinated documentation workflows, and managed calendars for property updates.
Assistant Operations Manager
EnfraUSA
Jan 2011 – Feb 2012
Supervised new employees, monitored service interactions, and collaborated with departments for operational coordination.
Coach / Team Leader
ePLDT Ventus
Sep 2007 – Mar 2010
Led agent development initiatives, managed team performance, and coordinated with QA teams for coaching interventions.
Junior Supervisor
Inbound Buddy
Jul 2006 – Sep 2007
Assisted in training new hires, provided QA feedback, and handled escalated customer calls.
Customer Service Representative
ePLDT Ventus
May 2004 – Jul 2006
Delivered customer service support, achieved performance goals, and participated in training programs.
Bachelor of Secondary Education in Computer Technology
University of Santo Tomas
2000 – 2004
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