Lloyd J.
Senior Operations Manager
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Lloyd J. is a seasoned Strategic Operations Leader residing in General Trias, Cavite, with over 15 years of experience in the BPO industry. Throughout his career, he has excelled in leading multi-site teams exceeding 500 personnel, driving significant improvements in SLA, CSAT, and profitability. During his tenure at VDriven Consulting, he enhanced operational efficiency by 22% through workflow optimization, achieving 100% audit compliance by updating and standardizing SOPs. At TDCX PH, Lloyd elevated SLA from 87% to 96% and increased CSAT by 12 points within a year while overseeing eight supervisors and 120+ agents. He also reduced annual operating costs by ₱3.5M and attrition by 13%. Formerly a Senior Operations Manager at Alorica Philippines, he achieved all KPI and SLA targets for 12 consecutive quarters and increased profitability by ₱18M annually. Lloyd's expertise in process improvement, workforce leadership, and business performance has consistently turned operational challenges into sustainable business growth.
Experience
Operations Manager
VDriven Consulting · 2024 — 2026Improved operational efficiency by optimizing workflows and automating processes. Standardized Standard Operating Procedures (SOPs), which led to a significant reduction in process errors and ensured complete audit compliance. Directed a team of over 25 employees, achieving better KPI attainment through structured performance management. Enhanced accuracy in the internal database by implementing improved quality assurance protocols. Reduced onboarding time by utilizing targeted training and peer mentorship initiatives.Operations Manager II
TDCX PH · 2021 — 2023Achieved a notable increase in SLA and CSAT within a year by coaching and streamlining processes. Decreased annual operating costs through effective workforce scheduling and resource reallocation. Lowered attrition significantly, resulting in substantial savings in recruitment and training expenses. Collaborated with client teams for product enhancements, reducing contact rates. Managed a team of approximately 8 supervisors and over 120 agents, consistently surpassing performance targets.Section Manager
PSG Global Solutions · 2019 — 2021Supervised multiple teams of recruiters, ensuring client hiring targets were met efficiently. Improved time-to-fill metrics and subsequently increased client satisfaction scores. Boosted recruiter productivity through performance analytics and redesigning workflows. Maintained a 100% client retention rate and effectively resolved a majority of escalations to elevate client trust.Senior Operations Manager
Alorica Philippines Inc. · 2016 — 2019Oversaw a large team of over 500 employees, achieving all key performance indicators and service level agreements consistently over twelve quarters. Enhanced profitability significantly through profit and loss optimization and control of operational costs. Reduced employee attrition rates through initiatives focused on engagement and leadership development. Successfully improved quality assurance scores, contributing to contract renewals.Operations Manager
Alorica Philippines Inc. · 2011 — 2016Increased SLA metrics through strategic staffing realignment and process improvements. Achieved enhancement in First Call Resolution (FCR) rates, positively impacting customer satisfaction scores. Maintained high compliance rates in client quality audits.Earlier Roles
Alorica Philippines Inc. · 2011 — 2011As Production Team Leader and Operations Team Manager, improved KPI attainment through coaching and skill development. As Performance Assessment Specialist and QAR Associate, enhanced QA calibration accuracy.
Skills & Expertise
Education
- B.S. Computer ScienceSTI College · 2004 — Present
- High School DiplomaThe Gentle Shepherd School Inc · 2000 — Present