Ma R.
Senior BPO Operations Leadership Specialist
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About
Ma. Rowena H. is a seasoned Operations and Customer Experience Leader with over 18 years of experience in the BPO industry, dedicating more than 8 of those years to leadership roles. Her career extends over financial, e-commerce, and telecommunications sectors, demonstrating her comprehensive ability to manage and enhance operational frameworks. At Sutherland Global Services, she served as an Account Supervisor for major clients like T-Mobile and Disney+, where she excelled in KPI & SLA Management, Customer Experience (CX), and resolving customer escalations. Her leadership in directing high-performing teams is underscored by her successful management of up to 22 employees, fostering improved operational performance through targeted coaching and performance management. Ma. Rowena skillfully utilizes AI Productivity Tools such as ChatGPT and Gemini to boost efficiency and communication. Her educational background in Business Administration from the Philippine Christian University further supports her methodological approach in client relationship management and cross-functional collaboration.
Experience
Account Supervisor
T-Mobile, Sutherland Global Services · 2020 — 2025Oversaw daily customer service operations to ensure the achievement of KPI, SLA, quality, and productivity objectives. Guided and nurtured a team of 13 through structured performance discussions and ongoing feedback aimed at enhancing both individual and collective performance. Addressed customer escalations and partnered with stakeholders to resolve complex issues. Evaluated KPI and SLA trends to pinpoint performance gaps, implementing improvement plans that focused on enhancing team effectiveness and customer satisfaction. Contributed to business initiatives aimed at operational excellence and continuous improvement.Account Supervisor
Disney+, Sutherland Global Services · 2019 — 2020Managed a customer support team dedicated to Disney+ customers, supervising 15 support professionals to consistently meet quality, productivity, and customer experience standards. Handled escalated customer concerns while ensuring a high level of customer satisfaction. Collaborated closely with internal teams to fulfill client expectations and achieve operational goals.Customer Service Representative
eBay, Sutherland Global Services · 2009 — 2019Progressed through various roles based on performance and leadership potential. Addressed customer inquiries, technical issues, and escalations for multiple accounts. Provided coaching, mentorship, and floor support for teams of up to 22 employees while participating in onboarding, quality monitoring, and continuous improvement initiatives.Frontline CSR
Netspend, Sutherland Global Services · 2007 — 2009Provided high-quality customer support for a financial services account, consistently achieving customer satisfaction and performance goals. Advanced to Tier 2 support due to exceptional performance.
Skills & Expertise
Education
- Business Administration in Economics (Undergraduate)Philippine Christian University