Harvey K.
Senior BPO Operations Manager
Open to offersNew to PlatformAbout
Harvey K. is a highly experienced People Manager with over 13 years in the BPO industry, specializing in leading teams within remote and on-site environments. His notable tenure includes serving as a Maintenance Coordinator at Westward360 from June 2023 to January 2026, where he managed a team of five, ensuring operational efficiency and compliance with safety standards across multiple properties. He expertly executed maintenance coordination and provided critical problem-solving support, leveraging his proficiency in MS Office and Google Suite. Previously, at Concentrix, he held the role of Operations Manager for significant campaigns such as eBay and Citibank from July 2021 to March 2023. Here, he drove performance improvements through strategic KPI management and process innovations. His earlier role as Team Leader further honed his strategic oversight skills in managing representative performance at Citibank from June 2013 to July 2021. Harvey brings a results-oriented approach to project management and client interfacing, embodying excellence in communication and decision-making throughout his career.
Experience
Maintenance Coordinator / Maintenance Lead
Westward360 · 2023 — 2026Scheduled and coordinated maintenance activities across multiple properties to ensure timely resolution of issues. Dispatched service requests via the vendor network while monitoring their completion. Ensured adherence to safety standards, company policies, and local regulations. Provided troubleshooting support for maintenance issues and maintained communication with property managers, vendors, and residents. Led a team of 5 Maintenance Coordinators, overseeing workload distribution and operational efficiency. Conducted team huddles and training sessions to enhance team capabilities and monitored performance against service level agreements (SLAs) and key performance indicators (KPIs).Operations Manager – eBay Campaign / CitiBank
Concentrix · 2021 — 2023Oversaw program financials for the eBay M2M line of business and Citibank Credit Cards program. Enhanced team performance by focusing on key performance indicators such as Resolution Rate, AHT, Recontact Rate, Transfer Rate, and Attendance. Initiated client management and employee engagement initiatives, alongside project management efforts.Team Leader – Citibank Campaign
Concentrix · 2013 — 2021Supervised front-line representatives to ensure performance aligned with client targets. Conducted regular tracking of performance goals through root cause analysis, trend analysis, and strategic action planning. Managed planning, execution, and process improvement to enhance operational outcomes.Customer Service Representative
Sitel Philippines Corporation · 2011 — 2013Handled approximately 80 calls daily to address customer inquiries and resolve issues. Provided detailed product information and described merchandise features, contributing to an elevated customer experience aimed at fostering loyalty.
Skills & Expertise
Education
- BS in AgricultureBenguet State University · 2008 — 2011
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