Arlou A.
Senior Operations Manager
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Arlou A. has been a distinguished professional in the BPO industry since 2013, demonstrating robust expertise in customer service, team leadership, and operations support. With a successful transition to remote work, Arlou efficiently managed teams and oversaw daily operations, which was a testament to his adaptability in various work environments. Further refining his skills, Arlou served as a Team Manager for content moderation at META, where he ensured the compliance with community standards and quality expectations, while also facilitating cross-functional collaborations. His tenure at Alorica as an Operations Manager involved leading teams to meet rigorous company standards and conducting audits to ensure service consistency. Arlou's commitment to professionalism is evident in his partnership with teams across QA and Operations to close process gaps, showcasing his capability in conflict resolution and crisis management. His academic background includes a degree in Education majoring in English from Holy Cross of Davao College, underpinning his strong communication and data entry skills.
Experience
Operations Manager
Concentrix CVG Philippines, Inc. · 2024 — 2026Supervised Team Leads across flights and hotel support, ensuring compliance with company standards and policies. Managed daily operations by tracking performance and coaching Team Leads to enhance overall productivity. Conducted audits and quality assessments to maintain service accuracy. Acted as an escalation point for policy clarifications and sensitive case handling, providing support to Team Leads in complex situations. Facilitated training sessions to align Team Leads with updated operational guidelines. Collaborated with QA, Workforce, and Operations departments to improve efficiency and resolve process gaps while upholding data privacy standards.Team Manager- Content moderation
META · 2021 — 2024Directed a team to maintain community standards, organizational policies, and quality expectations. Managed daily operations through performance monitoring, coaching, and productivity management. Conducted audits and evaluations for accuracy and consistency in decision-making. Served as the escalation point for policy interpretation and complex case management. Organized training and development programs to ensure the team adhered to updated guidelines. Collaborated with cross-functional teams, including QA, Workforce, and Operations, to enhance efficiency and address process gaps. Safeguarded data privacy while managing user information and internal systems.Operations Manager
Concentrix CVG Philippines, Inc. · 2018 — 2021Led efforts to ensure T-Mobile agents met operational policies and quality benchmarks. Oversaw daily operations, focusing on performance monitoring, coaching, and productivity management. Executed audits and evaluations to guarantee accuracy in customer service delivery.
Skills & Expertise
Education
- Bachelor of Secondary Education major in EnglishHoly Cross of Davao College · 2005 — 2009