Michael D.
Mid-Level BPO Operations Leader
Open to offersNew to PlatformAbout
Michael D. P. is an accomplished Operations Manager with over a decade of experience leading in the BPO sector. His career has been marked by effective management of customer service, technical support, billing, sales, retention, and healthcare operations. Michael has demonstrated expertise in building and leading high-performing teams and implementing strategic improvements to drive productivity, quality, and customer satisfaction. At Optum Davao, he advanced operational excellence by analyzing performance trends and coaching teams, leveraging his background in Pharmacy Benefit Management and healthcare benefits. His tenure at Transcosmos Asia Philippines involved managing departmental operations and enhancing financial effectiveness while supporting accounts such as Scoot Airlines. In previous roles with VXI Global Holdings, Michael honed his skills in strategic planning and problem-solving, contributing to successful outcomes for accounts like AT&T and DirecTV, and has been recognized for his strategic decision-making and stakeholder management.
Experience
Assistant Manager
Optum Davao (Centrale) · 2023 — PresentLead and coach advocates to enhance performance, identify behavioral gaps, and drive operational excellence. Analyze performance trends to implement targeted coaching and development plans. Facilitate continuous learning initiatives while maintaining knowledge of Rx Claims and Pharmacy Benefit Management processes.Operations Supervisor
Transcosmos Asia Philippines (Damosa) · 2023 — 2023Managed daily departmental operations to ensure efficient workforce utilization. Assisted in budget planning and monitored operational expenditures while developing strategies for improved financial effectiveness. Motivated and coached employees to achieve organizational goals.Operations Manager
VXI Global Holdings (Delta) · 2022 — 2023Led various teams in billing, sales, and technical support operations to meet business objectives. Enhanced performance through strategic planning and process improvement while fostering high-performing teams.Operations Team Leader
VXI Global Holdings (SM Ecoland) · 2018 — 2022Coached advocates to enhance performance and close skill gaps. Conducted root cause analysis to identify barriers and implemented corrective action plans while delivering training initiatives to boost productivity.Subject Matter Expert
VXI Global Holdings (SM Ecoland) · 2017 — 2018Acted as the primary contact for inquiries and escalations, ensuring proper dissemination of updates, product knowledge, and best practices in support of the AT&T Technical Support account.Customer Service Representative
VXI Global Holdings (SM Ecoland) · 2016 — 2017Handled inbound customer inquiries concerning technical support and billing issues. Provided troubleshooting assistance and coordinated technician dispatches to resolve advanced issues.Technical Support Representative
Teleperformance Philippines (SM Ecoland) · 2014 — 2016Delivered technical support via inbound calls, ensuring timely resolution of service-related issues. Maintained documentation and utilized ticketing systems for issue escalation as necessary.
Skills & Expertise
Education
- Bachelor of Science in BiologyUniversity of Southeastern Philippines · 2009 — 2014
- Bachelor of Science in NursingUniversity of Mindanao · 2006 — 2009
- Bachelor of Science in NursingJohn Paul II College of Davao · 2006 — 2009
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