Bullet V.
Senior Operations Leader - BPO and Healthcare
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Krsna V. is a seasoned operational leader with over 21 years of global experience in service delivery, vendor management, performance transformation, and organizational development. With a solid academic foundation from the Polytechnic University of the Philippines in AB Language Studies, Krsna demonstrates expertise in operational excellence, client/vendor relations, KPI/OKR architecture, and digital marketing strategy. His career spans critical leadership roles in industries such as BPO, healthcare, e-commerce, and SaaS. Currently serving as the Chief Operations Officer at RCVRY Outsourcing Services, he has directed the transformation of multi-entity businesses supporting over 300 personnel and implemented scalable frameworks during complex global challenges such as the COVID-19 lockdown. Previously, at Citizens Disability LLC, he led enterprise training restructuring, ensuring job-ready talent production. In roles including Director for People Operations at DMS Marketing LLC and Healthcare Vertical Lead at Sutherland Healthcare Solutions, he consistently optimized processes and championed digital innovation, driving significant growth and efficiency across various business domains. His contributions in multi-site leadership and strategic initiatives continue to impact industries, imbuing operational practices with excellence and resilience.
Experience
Chief Operations Officer
RCVRY Outsourcing Services · 2019 — PresentDirected operational transformation across multiple businesses, overseeing over 300 personnel. Developed a client/vendor management framework to ensure service continuity during COVID-19. Managed annual budgets and fiscal planning for three subsidiaries to optimize resource use. Established a Shared Services Unit to improve operational efficiency. Implemented enterprise-wide OKR and KPI frameworks and introduced performance review systems. Led a skills audit to identify capability gaps and established a cross-functional team for productivity analysis. Automated onboarding processes to enhance client experience and realigned provider vetting with performance indicators. Created digital media marketing strategies and directed the online education academy.Director for Training, Quality and Performance Improvement
Citizens Disability LLC · 2018 — 2019Restructured training programs for onboarding and continuous improvement. Redesigned New Hire training to ensure job readiness within 30 days. Developed a Training Effectiveness Evaluation Process to analyze ROI. Acted as liaison for vendor sites regarding training, QA, and performance initiatives. Controlled hiring and certification of training specialists. Maintained a centralized repository for training materials and facilitated assessments to drive performance improvement across various LOBs. Authored SOPs for multiple processes and established quality auditing tools for performance monitoring.Director for People Operations
DMS Marketing LLC · 2017 — 2018Oversaw daily operations of offshore ecommerce management teams through program managers. Aligned recruitment and customer support strategies with project objectives. Identified business opportunities through market trend analysis. Focused on improving ecommerce standard operating procedures to bolster growth. Acted as a key representative in change initiatives based on performance reviews. Recruited and developed specialized employees to ensure compliance. Managed ecommerce strategy across multiple brands and integrated marketing campaigns for sales improvement. Built effective teams to support diverse operational needs and advocated for best practices across platforms.Healthcare Vertical Lead | Senior Manager Client Operations | Training and Transitions
Sutherland Healthcare Solutions · 2015 — 2017Ensured compliance with client requirements for LOB launches. Collaborated with on-site client personnel for task transitions. Developed scalable solutions to enhance customer experience and performance metrics. Participated in forecasting to ensure staff availability matched call volume. Managed project implementation of compliance audits and training materials. Partnered with vendors for operational improvement interventions and coached leads to meet organizational training needs. Designed a healthcare-specific program to nurture a talent pipeline and monitored feedback to refine training approaches.Operations Director
DRG Patient Recruitment · 2014 — 2015Integrated offshore teams to lower patient support costs and created a single hub for improved patient-centered services. Enhanced visibility during critical financial processes to boost customer satisfaction. Implemented ITIL processes to enhance service quality and maintained compliance with Client Service Level Agreements. Managed team performance in partner education and marketing efforts. Spearheaded patient recruitment training programs and analyzed recruitment data to inform strategic decisions.Interim Director Center Operations
Avatar Technologies Philippines · 2014 — 2014Oversaw multi-department operations, successfully consolidating to improve efficiency and reduce costs. Developed an integrated voice response system that yielded substantial savings. Initiated lean practices to enhance healthcare customer service processes. Implemented a Learning Management System for effective developmental coaching and addressed capability needs across the organization. Managed training delivery quality and coordinated staffing to meet client standards.Global PLM – CE, Licensure, Compliance and Certification Sales and Support | Global L&D Manager
360 Training.com · 2013 — 2014Maintained engagement with key clients and ensured service level KPIs were consistently met. Managed operational performance focusing on customer satisfaction and compliance metrics. Developed the operational talent pool and facilitated internal communication regarding performance expectations. Identified opportunities for process improvements and supported legal and employee relations efforts.Corporate Project Manager for Training and Solutions Design
Results Companies · 2011 — 2013Oversaw online course development and recommended instructional design strategies for healthcare programs. Managed projects to ensure alignment with operational guidelines. Facilitated communication among teams to enhance course content design and provide training support. Evaluated instructional practices and developed multimedia training resources.
Skills & Expertise
Education
- AB Language StudiesPolytechnic University of the Philippines · 2001 — 2005