Mikki T.
Senior BPO Operations Manager
Open to offersNew to PlatformAbout
Mikki G. is a seasoned Operations Manager with over eight years of leadership experience in the Business Process Outsourcing (BPO) industry. Based in Dau, Mabalacat, Pampanga, Mikki has demonstrated success in directing large-scale contact center operations and driving operational excellence. At Asurion, Mikki leads daily business operations to meet client, financial, and customer experience goals, while also leveraging workforce optimization and coaching frontline leaders. Formerly at Alorica, Mikki held senior roles, including Senior Operations Manager for T-Mobile accounts, where they managed operations managers, executed cost-effective initiatives, and enhanced employee engagement. Mikki's expertise extends to client relationship management, performance management, and strategic planning, ensuring a consistent track record of exceeding expectations through high-performing teams and data-driven decisions.
Experience
Operations Manager
Asurion · 2024 — PresentOversee daily business operations to meet objectives related to client satisfaction, financial performance, operational efficiency, and customer experience. Develop and support frontline leaders, analyze operational metrics, and implement necessary action plans. Collaborate with cross-functional departments to ensure adherence to company policies and promote continuous improvement.Senior Operations Manager
Alorica – T-Mobile · 2022 — 2024Supervised Operations Managers along with extensive customer service teams. Directed strategies aimed at enhancing productivity, quality, customer satisfaction, and financial outcomes. Provided operational reporting and insights at an executive level, while also enhancing employee engagement and executing effective operational initiatives in collaboration with internal support groups.Operations Manager
Alorica – T-Mobile · 2018 — 2022Oversaw Team Managers accountable for customer service operations. Conducted reviews of key performance indicators and performance analysis, implementing necessary improvement plans. Facilitated coaching and leadership development initiatives, partnered with Human Resources, and executed various strategic initiatives.Team Manager
Alorica – T-Mobile · 2017 — 2018Managed a team of up to 20 customer service representatives, delivering coaching and performance management. Conducted quality monitoring to ensure compliance with operational procedures, recognized employee contributions, and supported quality management initiatives.
Skills & Expertise
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