Michelle P.
Senior Operations Manager
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Michelle P. is a seasoned Senior Operations Manager with over 18 years of experience, specializing in high-volume, client-facing service environments. With a proven track record in driving operational performance against KPIs and SLAs, she has expertly managed P&L-relevant revenue and cost accountability, leading process improvement initiatives and directing large teams through multiple site and account transitions. Her expertise extends to building and developing leadership skills within her teams, ensuring efficient operational delivery through data-driven decision-making and strategic action plans. Michelle has excelled in industries such as e-commerce and contact centers, where she managed business units, strengthened client relationships, and implemented new accounts. Her background in finance, with a BS in Accountancy, adds depth to her analytical approach to operational decision-making. Her career spans notable positions including Senior Operations Manager at TaskUs, Senior Site Director at Unifin International, and Contact Center Manager at Teleperformance Philippines, where she consistently delivered on performance and growth objectives.
Experience
Senior Operations Manager
TaskUs · 2022 — 2025Oversaw business operations for a complex e-commerce program through multiple transitions, ensuring consistent performance while managing costs and delivery targets. Strengthened client relationships to grow new lines of business and consistently met performance commitments. Enhanced operational and employee performance through engagement and coaching strategies to minimize disruption and costs. Developed managers and their teams, fostering measurable career progression across the organization.Senior Site Director
Unifin International, Inc. · 2021 — 2021Directed full-site operations for an organization with over 250 FTE, responsible for achieving all contractual and operational targets, including Service Level, Abandonment Rate, and Quality Assurance. Implemented efficiency enhancements and productivity gains through structured process-improvement initiatives.Contact Center Manager – Operations
Teleperformance Philippines · 2016 — 2021Held complete operational ownership of a business unit, bearing responsibility for revenue, cost, efficiency targets, and overall performance. Managed daily client relations, aligning internal department needs while acting as the primary escalation and negotiation point. Drove financial performance by maintaining accountability for revenue and costs, while analyzing performance data to create action plans aimed at closing operational gaps. Audited operational processes to uphold and enhance performance and compliance, while directing new account implementations and partnering with senior leadership for operational improvements.Assistant Contact Center Manager – Operations
Aegis PeopleSupport / Teleperformance Philippines · 2012 — 2015Oversaw staffing, coaching, and performance for supervisors and SMEs, monitoring real-time operational delivery and conducting performance evaluations. Acted as the next-level escalation point for both operational and client-specific challenges, collaborating with Training, Workforce, and Quality teams to address issues. Assisted in executing account-wide operational initiatives alongside the Contact Center Manager.Supervisor – Operations
Aegis PeopleSupport · 2007 — 2012Managed a team of 15–18 employees, focused on meeting operational goals and efficiency targets. Delivered ongoing coaching and performance management, developing action plans to address performance gaps.Collections Associate
PeopleSupport (STC) · 2005 — 2007Handled a portfolio of delinquent accounts, negotiating payment plans while consistently achieving collection targets.Property Accountant
Century Properties Management, Inc. · 2000 — 2005Managed various accounting operations, including billing, accounts receivable, and payables, while liaising with the head office and other department heads. Supported the Property Manager with client account management.Accounting Staff
Discovery Tours, Inc. / Ronith, Incorporated · 1998 — 2000Performed accounting tasks such as billing, accounts receivable, and payables management. Provided liaison support and assisted with sales and marketing functions.
Skills & Expertise
Education
- Bachelor of Science in AccountancyAteneo de Naga University · 1994 — 1998