Nathaniel G.
Senior Operations Manager
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Nathaniel G. is a seasoned Operations Manager with over six years of experience in leading and optimizing large service delivery teams, particularly in high-volume and fast-paced environments. Based in Baguio City, Philippines, he has managed remote teams consisting of up to 60 direct reports, ensuring elite service level agreements (SLAs) across complex, multi-account programs. Nathaniel specializes in workforce management, scheduling, and capacity planning, with a proven ability to translate metric trends into structured process improvements. He has led critical projects in various industries, including trust and safety for major social platforms, product and SaaS support, AI operations, and managed services. At eFlexervices, Nathaniel drove operational oversight, refining communication workflows to boost regional efficiency by 75%. His expertise also includes spearheading cross-functional coordination, fostering client-facing interactions, and instilling strict reporting disciplines. With a Bachelor's degree in Information Technology from Saint Louis University, Nathaniel is proficient in managing technical operations and establishing accountability structures, contributing significantly to organizational scaling and excellence.
Experience
Operations Manager
eFlexervices · 2023 — 2025Managed daily operations and team performance across multiple global campaigns, ensuring timely and efficient completion of deliverables. Improved communication workflows by auditing daily operational patterns, which led to a significant increase in regional efficiency. Served as the main link between executive strategies and frontline execution, fostering a transparent work environment. Guided and developed remote supervisors and staff through positive reinforcement and effective listening strategies, achieving a high customer satisfaction average. Addressed and resolved internal team issues and operational challenges, effectively enhancing retention rates. Established clear performance benchmarks and provided constructive feedback to support staff in meeting targets.Quality Supervisor / Team Lead
TaskUs · 2019 — 2023Investigated trends in service incidents and documented customer pain points, keeping thorough records of root cause analyses and communications. Cultivated trust-based relationships with key stakeholders, managing KPI results to pinpoint factors influencing customer satisfaction. Coordinated efforts across diverse teams to ensure alignment with organizational objectives, maintaining a focus on customer needs and service quality. Collaborated closely with Quality and Training departments to update staff competencies in response to software changes.Change Leader and Cluster Lead (Leadership Academy / Trainer)
Sitel · 2014 — 2019Acted as an advocate for clients to eliminate obstacles impacting key performance metrics, creating reports to monitor process adoption. Oversaw a team to ensure compliance with global audit requirements and call quality standards. Managed service delivery for major telecommunications accounts, maintaining full adherence to service level agreements and operational KPIs. Ensured effective tracking of corrective and preventive actions to mitigate the recurrence of service issues during critical transitions.Team Lead (Telecommunications - AT&T)
Sitel · 2013 — 2014Supervised a team of 18 to 20 associates in a fast-paced telecommunications setting, consistently achieving targets related to average handling time, net promoter score, and quality of service. Established formal discussions to address attendance and performance challenges, employing internal tools for tracking. Initiated team engagement activities to boost morale during busy periods, enhancing team cohesion.Quality Team Lead
Sitel · 2012 — 2013Oversaw a team of Quality Analysts, facilitating joint call monitoring sessions with clients to ensure alignment on process quality.Customer Ownership Team (COT)
Sitel · 2004 — 2011Provided Tier 3 technical support, developing training modules and improving escalation processes across the center.Product Specialist / TSR
Sitel · 2004 — 2011Resolved complex technical issues for international customers while ensuring adherence to quality standards and company policies.
Skills & Expertise
Education
- Bachelor of Science in Information TechnologySaint Louis University