Francis D.
Senior Operations Manager
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Francis D. is a seasoned Operations Manager with a robust 11-year tenure in the BPO industry, of which 8 years were spent in supervisory roles. His extensive experience spans managing financial, retail, and travel accounts for US voice operations. Currently working at Storehub as an Onboarding Team Lead, Francis is adept at setting performance targets, conducting performance reviews, and managing a team of onboarding specialists to ensure optimal service quality and merchant satisfaction. He previously excelled at Movate PH and Concentrix PH, where he was recognized as the Top Operations Manager for Project Yellowstone from December 2021 to February 2022. He holds a Bachelor’s degree in Hotel and Restaurant Management from Jose Rizal University and has completed training in Six Sigma, leadership, and coaching. Francis’s role has involved managing up to 189 FTEs, facilitating customer escalations, and ensuring a seamless onboarding process from system configuration to long-term account management.
Experience
Onboarding Team Lead
Storehub · 2025 — PresentManaged and mentored onboarding specialists while establishing performance targets related to activation rates and onboarding completion times. Ensured that new merchants were effectively set up in the POS system and guided them through necessary configurations.Operations Manager
Movate PH Tech Account · 2023 — 2024Oversaw daily operations and ensured that all key targets were achieved. Collaborated with the Operations and support team manager to formulate action plans aimed at the overall development of the Line of Business. Managed team leaders and a substantial workforce.Operations Manager
Concentrix PH Retail Account and Travel account · 2020 — 2023Directed daily operations while ensuring that key targets were consistently met. Collaborated closely with the Operations and support team manager in order to create action plans dedicated to the development of the Line of Business. Handled multiple Lines of Business and managed a significant number of team leaders.Team Leader
Concentrix PH Retail Account · 2019 — 2020Acted as the first point of escalation, addressing team issues through regular feedback, one-on-one sessions, and team meetings. Focused on improving team performance and development utilizing innovative Rewards and Recognition initiatives.Team Leader
Concentrix PH Financial Account · 2017 — 2019Served as the first level of escalation for team issues, facilitating resolution through regular feedback, one-on-one discussions, and team meetings. Managed team performance and focused on the team’s overall development through engaging Rewards and Recognition activities.Product Ready Trainer
Concentrix PH Financial Account · 2015 — 2017Responsible for conducting training sessions for new hires, managing a class size of 25. Collaborated with Operations to perform call certification exercises with trainees.Customer Service Specialist
Concentrix PH Financial Account · 2014 — 2015Provided assistance to customers regarding credit card inquiries, upselling relevant products. Supported customers with technical, installation, business application, payroll concerns, and in completing US federal forms.
Skills & Expertise
Education
- Bachelor of Science In Hotel and Restaurant ManagementJose Rizal University · — — 2013
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