Allan R.
Senior BPO Operations Manager
Open to offersNew to PlatformAbout
Allan R. is a seasoned BPO professional with over a decade of experience specializing in customer service operations, quality assurance, people leadership, and process improvement within the business process outsourcing industry. At WNS Global Services in Quezon City, he served as Deputy Manager, where he led multiple teams to meet and exceed SLA, KPI, and quality targets, and implemented process improvements that enhanced efficiency and reduced error rates. Allan also managed secure access requests while ensuring strict data privacy, acted as a Quality Analyst conducting audits for customer service and sales, and supported agent development as a Team Coach. His proficiency spans quality assurance, process improvement, and performance analytics, consistently supporting operational excellence and business growth.
Experience
Deputy Manager
WNS Global Services · 2019 — 2025Oversaw multiple teams to achieve SLA, KPI, and quality targets consistently. Provided coaching to team leaders and supervisors to enhance performance and retention. Developed process improvements that fostered efficiency and minimized error rates. Collaborated with clients and stakeholders to ensure operational excellence. Evaluated performance reports and initiated corrective action plans.Access Management
WNS Global Services · 2018 — 2019Managed secure access requests with a focus on accuracy and compliance. Ensured compliance with data privacy and information security standards. Enhanced turnaround time through optimized access maintenance processes.Quality Analyst
WNS Global Services · 2017 — 2018Performed quality audits for customer service and sales interactions. Offered actionable feedback and coaching to enhance agent performance. Collaborated with operations to promote continuous improvement initiatives.Team Coach
WNS Global Services · 2013 — 2017Mentored agents to boost productivity and quality scores. Conducted training sessions and refresher courses. Assisted new hires during onboarding and nesting phases.Customer Service Representative
WNS Global Services · 2009 — 2013Managed a high volume of inbound customer inquiries and technical issues. Maintained customer satisfaction and quality metrics effectively. Addressed issues promptly to ensure a positive customer experience.
Skills & Expertise
Education
- Bachelor of Science in Commerce, Major in MarketingSt. Louis University · 1999 — 2003
- High School DiplomaArchdiocesan School of San Fabian · 1995 — 1999
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