Kimberly I.
Mid-Level Back Office Operations Lead
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About
Kimberly I. R. is a seasoned Back Office Team Lead with extensive experience in data reporting, performance management, and team coaching. At StarHub, she managed back-office operations, ensuring adherence to SLAs and quality standards, while developing robust operational reports for stakeholder insights. Her role involved building data dashboards to visualize key performance metrics and conducting regular coaching sessions to enhance team productivity. Previously, as a Senior QA Analyst at Amaysim Philippines, Inc., Kimberly played a pivotal role in monitoring operations, improving quality through audit analysis, and facilitating calibration sessions. Her expertise extends to creating learning pathways and training materials, a skill honed during her tenure as a Content Writer at TSA Philippines. Skilled in data analysis and dashboard creation, she has effectively collaborated with cross-functional teams to drive process improvement and ensure exceptional quality across operations.
Experience
OPS LEAD
STARHUB · 2021 — 2026Oversaw a team managing back-office operations, ensuring compliance with SLAs, KPIs, and quality standards. Created and managed daily, weekly, and monthly operational reports to deliver accurate performance insights. Designed data dashboards and presentations to highlight key trends, drivers, and team performance metrics. Conducted one-on-one and team coaching sessions to improve productivity and quality scores. Assessed agent performance metrics, including AHT, productivity, quality, and attendance, while implementing actionable plans for improvement. Facilitated performance reviews and feedback discussions to promote accountability. Worked alongside cross-functional teams, such as QA, Training, and Ops, to enhance processes and workflows. Analyzed data to identify trends and root causes, proposing process improvements accordingly. Guaranteed accurate documentation and reporting of performance data and operational activities.SENIOR QA ANALYST
AMAYSIM PHILIPPINES, INC. · 2019 — 2021Reported to the Quality Manager and monitored daily operations. Assisted with audit sampling, allocation, and forecasting the scope of work. Enhanced program conformance through coaching and feedback targeted at agents. Maintained data accuracy for feedback and reporting, leading weekly calibration sessions to align ratings and measurements. Supported the review and revision of the company's quality guidelines and standards. Generated and presented reports detailing weekly and monthly conformance of the program. Contributed to the creation of process-related content aimed at continuous process improvement. Engaged in various ad hoc tasks, including survey analysis and Root Cause Analysis, and coordinated closely with stakeholders for updates on call processes and quality guidelines. Monitored performance against program objectives and initiated quality improvement initiatives, leveraging insights from CSAT and QA data.CONTENT WRITER
TSA PHILIPPINES · 2016 — 2018Participated in client conferences, training sessions, and debriefings to identify changes necessary for operational and training-related processes. Scheduled and facilitated Train the Trainer sessions for coaches and team leaders. Produced and updated induction materials reflecting new product information or processes. Developed learning pathways to enhance instructional designs for training new hires. Communicated product-related updates to stakeholders for internal alignment. Collaborated with training and operations teams to ensure coherent dissemination of product-related information.QUALITY ASSURANCE ANALYST
HARTE HANKS PHILIPPINES, INC. · 2012 — 2016Managed micro teams focused on enhancing quality performance and CSAT metrics. Provided coaching to agents to elevate their quality performance. Generated audit reports for operations partner teams to track quality performance trends. Analyzed quality inspection data to identify specific quality issues and provided insights on addressable defects. Developed and implemented test and inspection procedures to collect defect information and reported findings to management. Participated in employee quality improvement teams aimed at minimizing defects and quality concerns, making recommendations for production process enhancements based on analyses. Monitored procedural changes to assess their impact on process improvement and defect reduction.CORPORATE TRAVEL CONSULTANT
AEGIS PEOPLESUPPORT · 2011 — 2012Focused on delivering exceptional customer travel experiences. Managed all domestic and international bookings. Maintained communication with various vendors and travel partners to ensure smooth operations. Responded to travel inquiries and fare-related questions using a consultative approach. Utilized Sabre and airline GDS systems to provide timely and reliable travel options. Reviewed fare rules and airline policies to provide tailored solutions based on client needs. Constantly monitored flight and travel schedule changes, updating itineraries through outbound communication.QA SPECIALIST
TSA PHILIPPINESReviewed and analyzed sales calls for compliance. Reported legal and regulatory issues. Scrutinized sales call data for investigations and incentive programs. Monitored and flagged noncompliant behaviors through coaching and feedback.TIER 2 / ESCALATION SPECIALIST
HARTE HANKS PHILIPPINES, INC.Handled customer complaints and feedback through objection and exception management as defined by the client. Ensured prioritization and management of all customer complaints according to quality standards set by the client. Supervised and monitored service request processing for follow-through. Collaborated on identified and unknown systemic issues with vendors or partners to deliver timely resolutions. Worked proactively with clients and next-level support to resolve any internal issues impacting products and services. Followed escalation guidelines to track and execute necessary actions aimed at resolving issues and enhancing customer satisfaction.
Skills & Expertise
Education
- BA Broadcast CommunicationPolytechnic University of the Philippines – Open University · 2013 — 2019
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