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Daniel P. — Senior Operations Manager from Philippines

Daniel P.

Senior Operations Manager

Philippines 6+ years
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Languages
English
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About

Daniel R. is an accomplished Operations Manager with over 15 years of experience in the BPO industry, specializing in service delivery, operational excellence, and multi-site customer service operations. Based in Manila, Philippines, Daniel has successfully scaled teams from 70 to over 150 FTEs in multi-account environments. His strategic approach to operations prioritizes understanding both the workforce and client needs to prevent crises. At CEO Concierge, he manages end-to-end operational delivery across 52 client accounts, overseeing scheduling, performance outcomes, and client retention. Previously, Daniel was pivotal in stabilizing a 150+ FTE program at VXI, restoring SLA compliance within 60 days and safeguarding a significant annual contract value. His expertise in business transformation, workforce planning, and SLA compliance has led to significant achievements, including multiple awards for strategic leadership in BPO operations. Daniel holds a Bachelor of Business Administration from Deeside College, UK, and is a permanent resident in the Philippines, requiring no sponsorship.

Experience

  • Operations Manager

    CEO Concierge · 2025 — Present
    Manage the complete operational delivery for 52 client accounts, overseeing 70+ FTE with responsibility for scheduling, escalations, and performance outcomes. Collaborate with senior stakeholders to set service standards, align operational capabilities with revenue targets, and negotiate SLA terms. Develop a structured 1:1 coaching framework to standardize execution quality among Team Leads.

  • Operations Manager — BPO Customer Service Delivery

    Telrcom Solutions · 2023 — 2025
    Directed an operational transformation that boosted team productivity by re-mapping agent workflows and standardizing handoffs. Created localized performance scorecards that improved attendance and output. Addressed training deficiencies by diagnosing and revising QA programs in collaboration with the Quality Assurance team.

  • Operations Manager (Fixed-Term Account Stabilization)

    VXI · 2023 — 2023
    Served as the turnaround leader for a program with 150+ FTE at risk of contract termination, restoring SLA compliance and operational stability swiftly. Reduced agent error rates and enhanced CSAT through targeted QA interventions. Developed performance dashboards to improve shift planning and client reporting, while working to rebuild client trust through transparency.

  • Senior Operations Officer — BPO / Online Customer Support

    KMC · 2021 — 2023
    Increased forecasting accuracy by revamping reporting models and standardizing data protocols for effective labor planning. Proactively managed workforce monitoring to reduce attrition risk and enhance career pathing for high-potential agents. Improved average resolution times by training Tier-2 staff on escalation procedures.

  • Team Supervisor — BPO Customer Experience

    Results CX · 2018 — 2021
    Achieved the top performance ranking for two quarters by implementing structured coaching and clear accountability. Enhanced bottom-quartile agent performance through personalized development plans and daily coaching. Maintained 100% compliance scores in external audits by enforcing rigorous process standards.

  • Operations Manager — Support Delivery

    Learntalk · 2017 — 2018
    Improved quality metrics significantly by redesigning onboarding and training frameworks for support staff, reducing error rates. Standardized handoff procedures and centralized tracking to minimize workflow inconsistencies.

  • Operations Manager — Service Delivery

    Frescoverde · 2015 — 2017
    Engineered a significant increase in daily operational output by redesigning service workflows and reallocating resources to key activities. Established operational workflows and quality benchmarks for new client partnerships from day one.

  • Team Leader — Credit Card Customer Service

    MBNA · 2012 — 2014
    Enhanced team CSAT scores by implementing structured coaching and feedback systems to clarify performance expectations for agents.

  • Office Supervisor — Education Administration

    Deeside College · 1998 — 2012
    Boosted operational efficiency by coordinating administrative departments and standardizing workflows across various functions.

Skills & Expertise

CRMCall CenterQuickbooksCustomer ServiceContent Creation

Education

  • Bachelor of Business Administration
    Deeside College