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Leo A. — Senior Operations Manager from Philippines

Leo A.

Senior Operations Manager

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

Leo A. is a highly effective and results-driven Operations Manager with over 20 years of experience in the BPO industry. Currently serving at Concentrix since October 2022, Leo has excelled in managing operations and leading teams to success. With expertise as a Senior Team Supervisor for a decade and an Operations Manager for over two years, he has consistently driven improvements in team performance. His professional journey includes distinguished roles such as Project Coordinator at iSupport Worldwide and Business Interlock Specialist at Accenture Inc. Known for spearheading technical support and operations initiatives, Leo has successfully handled Fintech and Life Insurance accounts, achieving top-tier client satisfaction ratings. His skills in special projects management, training, and performance improvement have proven invaluable to the organizations he has served, including pioneering initiatives at Telus International Philippines. He is proficient in Microsoft Excel, Word, and Powerpoint, underscoring his administrative capabilities. A graduate of Ateneo de Manila University with a degree in Business Administration, Leo is bilingual in English and Filipino, with an English proficiency at Level C2.

Experience

  • OPERATIONS MANAGER

    Concentrix · 2022 — Present
    Manage and lead special projects focused on process improvement across all departments in the organization. Coordinate with directors and managers to ensure adherence to project frameworks and maintain appropriate documentation for each initiative. Participate in stakeholder meetings to clarify roles and responsibilities and prepare presentation materials for weekly executive reviews. Provide administrative support where needed and assess project risks to deliver applicable solutions.

  • PROJECT COORDINATOR

    iSupport Worldwide · 2018 — 2022
    Oversee a team of trainers and coaches serving a Utility account. Attend client-facing meetings to update and review performance metrics for the training team and new hire classes.

  • SENIOR TEAM LEADER

    Telus International Philippines · 2015 — 2017
    Effectively supervise daily operations of customer service representatives while managing performance to meet program goals. Act as the process lead for critical account initiatives, implementing projects that enhance communication between the workforce and operations, leading to improved schedule adherence.

  • SENIOR TEAM LEADER

    Telus International Philippines · 2012 — 2014
    Oversee the day-to-day performance of a customer service team, working to achieve program metrics. Implement various projects aimed at improving customer service ratings and team performance while managing the operations of a newly established customer service account.

  • SENIOR TRAINING OFFICER

    Telus International Philippines · 2005 — 2007
    Provided training specific to products for a commercial real estate marketing account.

Education

  • Business Administration
    Ateneo de Manila University · 2002 — Present
  • Secondary
    Ateneo de Manila High School
  • Primary
    Ateneo de Manila Grade School