Michael D.

Employers should hire me because I bring over 28 years of senior leadership experience across operations, BPO, and shared services, including more than 9 years as a General Manager. I have led complex, multi-client operations with accountability for people, performance, P&L, budgets, client relationships, process improvement, and operational strategy. My leadership style combines strategic thinking with disciplined execution. I build accountable teams, establish clear KPIs, improve operational efficiency, manage risk, and drive sustainable results. I am a hands-on, results-oriented leader who takes ownership of challenges and makes sound decisions under pressure. I build strong relationships with clients, senior stakeholders, and employees while fostering accountability, continuous improvement, and high performance. I bring the maturity, resilience, and practical leadership needed to lead change, develop people, strengthen operations, and deliver sustainable results.

• General Manager

  Profitmaster BPO Inc. · 2016 — 2025
  Managed daily BPO operations for various accounts and service lines, focusing on strategic planning and service delivery. Held responsibility for divisional P&L, including budget management and profitability strategies. Guided service delivery teams to meet KPIs, SLAs, and quality standards while ensuring compliance with applicable laws and company policies. Acted as the primary escalation contact for clients, facilitating business reviews to maintain high client satisfaction levels. Ensured compliance with financial, legal, and regulatory requirements, such as BIR and GDPR. Oversaw risk management and internal controls while leading the development of management teams through coaching and performance reviews. Initiated process improvement efforts, including automation and Lean programs.

• Contact Center Manager - Operations

  Strateq Philippines Inc. · 2011 — 2015
  Supervised daily activities in the Call Center to cultivate a professional culture and achieve performance targets. Managed local and regional accounts from Malaysia, Singapore, and Hong Kong. Created and maintained performance metrics to ensure productivity objectives were met. Set performance goals related to speed and quality, while motivating staff through incentives and coaching. Conducted performance reviews and organized necessary training or remediation. Planned staffing models in accordance with business needs while preparing reports and tracking operation statistics.

• Knowledge Manager (Nokia Project)

  PCCW Teleservices Inc. · 2009 — 2011
  Facilitated knowledge sharing across operational processes, linking information systems to enhance integration in nine countries. Communicated knowledge sharing practices within operations and participated in orientation and training sessions. Analyzed existing knowledge management elements to improve the capture of tacit and explicit knowledge. Developed knowledge analysis to identify priorities and gaps while aligning integration points in the knowledge management framework. Collaborated with various teams to enhance KCS adoption and manage client-assigned projects.

• Assistant Manager - Operations (Nokia Philippines)

  SCICOM MSC Berhad · 2008 — 2009
  Led a team of customer service executives and supervisors to meet performance targets consistently above 90% SLA. Provided coaching and training on products and procedures while identifying skills gaps through customer feedback. Established clear objectives for team performance and facilitated regular feedback through quality audits. Coordinated shift rosters in collaboration with management to ensure coverage and monitored calls for coaching opportunities. Managed high-level customer complaints and participated directly in call handling.

• Specialist Operation (Nokia Philippines)

  SCICOM MSC Berhad · 2007 — 2008
  Supported the Team Manager in operational management and handled escalations to provide feedback to team members. Aimed to achieve service level commitments for both voice and email responses. Conducted call monitoring and organized coaching sessions to ensure effective communication within the team. Facilitated team meetings to maintain two-way communication and disseminated client updates effectively. Managed inbound emails and outbound calls.

• Executive Technical Support (Nokia Philippines)

  SCICOM MSC Berhad · 2003 — 2007
  Provided technical support to Nokia phone users via inbound interactions, addressing their inquiries and issues. Conducted client surveys to gather feedback for service enhancement.

• Community Action Team Consultant

  America Online, Member Services, Philippines, Inc. · 1999 — 2003
  Ensured compliance with AOL's Terms of Service, addressing issues of improper online conduct among members.

• Technical Customer Care Consultant

  America Online, Member Services, Philippines, Inc. · 1998 — 1999
  Provided technical support for AOL Internet users, assisting with installation and usage of the service and email system.

• Computer Programmer / Systems Analyst / Technician

  Digital Automation Information and Management Inc. · 1997 — 1998
  Designed and coded software programs and documentation forms to meet business requirements. Collaborated with staff to analyze operations and prepare detailed program specifications. Evaluated external software for suitability and managed project teams as needed, assisting clients with technical issues.

• Bachelor of Science in Computer Science

  Systems Plus Computer College · — — 1997
• Associate Degree in Computer Science

  Computer Systems Specialists, Inc. · — — 1994