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Chenelyn B. — Senior BPO Operations Manager from Philippines

Chenelyn B.

Senior BPO Operations Manager

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

Chenelyn B. is a seasoned Senior Operations Manager with over 12 years of expertise in leading and optimizing business process outsourcing (BPO) operations. Based in Davao City, she has demonstrated a proven capacity to manage managers and teams, optimize key performance indicators (KPIs), and deliver consistent, high-quality results in fast-paced environments. Her adeptness in implementing Lean Six Sigma methodologies and AI-driven operational enhancements has significantly improved efficiency and service quality across multiple roles. At Awesome CX by Transcom, Chenelyn drove a 20% revenue growth through strategic operational plans and spearheaded AI-powered process automation, cutting costs by 12% while enhancing efficiency by 15%. She has excelled in managing client relationships and achieved substantial improvements in customer satisfaction metrics. Her professional journey is marked by continuous process improvements, risk management initiatives, and strategic planning while maintaining compliance with industry regulations. Chenelyn holds a Bachelor of Science in Psychology from Our Lady of Fatima University and has been recognized with certifications such as Lean Six Sigma Yellow Belt and various leadership accolades.

Experience

  • Senior Operations Manager

    Awesome CX by Transcom · 2024 — 2026
    Formulated and implemented strategic operational plans that aligned with corporate objectives. Led initiatives in AI-powered process automation to lower operational costs and enhanced efficiency. Directed cross-functional teams in the establishment of quality assurance frameworks, ensuring compliance with BPO industry standards. Managed annual operational budgets while identifying potential cost-saving opportunities. Cultivated high-value client relationships to enhance customer satisfaction.

  • Operations Manager

    VXI Global Holdings Inc – DFC · 2022 — 2024
    Oversaw daily BPO operations, ensuring adherence to company objectives and industry standards. Facilitated process improvements that contributed to a reduction in operational costs and an increase in efficiency. Conducted analysis of performance and risk assessments to create initiatives aimed at boosting sales. Established key performance indicators to track and improve team effectiveness.

  • Senior Team Leader

    Concentrix · 2021 — 2022
    Led content moderation teams to ensure client standards compliance. Provided training sessions focused on maintaining quality and adherence to policy.

  • Team Leader

    VXI Global Holdings Inc – DVSM · 2018 — 2021
    Supervised a team of customer service representatives, achieving improvements in productivity. Developed employee engagement programs that resulted in reduced attrition. Designed strategies for process improvements that minimized call handling time.

  • Human Resource Associate

    Kiwitelematrix Global (Law Firm) · 2017 — 2017
    Provided assistance in recruitment and onboarding processes, as well as performance evaluations. Ensured that HR policies were aligned with organizational objectives.

  • Customer Service Associate

    Ibex · 2015 — 2017
    Delivered high-quality customer service, achieving a strong satisfaction rating. Addressed escalated issues effectively, contributing to better client retention.

Skills & Expertise

AccountantCRMCall Center

Education

  • Bachelor of Science in Psychology
    Our Lady of Fatima University · 2009 — 2013