Radaba M.
Senior Operations and Revenue Manager
Open to offersNew to PlatformLanguages
EnglishTagalogArabic
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About
Radaba P. is a seasoned Senior Operations & Revenue Leader with over 15 years of expertise transforming customer operations and driving service delivery, sales, and business growth within the BPO, FinTech, SaaS, and HealthTech sectors. Skilled in leading expansive multi-region operations across APAC, EMEA, LATAM, and US, Radaba has managed teams of up to 500+ FTEs in high-growth environments. His proficiency in operational strategy, KPI/SLA governance, and customer experience is complemented by his adeptness in CRM optimization and workflow automation using tools such as HubSpot and Power BI, which enhance operational performance and customer engagement. At Blueberry Markets Philippines, he improved resolution time by up to 30% through strategic process enhancements. Through leadership roles at Principal Global Services and Zengage Inc., Radaba has consistently achieved high SLA attainment and fostered cohesive cross-functional collaboration. An accomplished speaker, he engages audiences on leadership and operational excellence, underlining his commitment to organizational success.
Experience
Customer Service Operations Manager
Blueberry Markets Philippines · 2024 — 2026Led Customer Service operations across APAC, LATAM, EMEA, and Malaysia, ensuring service delivery and operational performance within 24/7 global support environments. Enhanced operational efficiency by reducing average resolution time through escalation management and workflow optimization. Improved customer experience performance using structured feedback analysis and targeted operational action plans. Directed workforce planning and staffing strategies across multi-region operations, maintaining SLA attainment above 95% during peak periods. Executed CRM optimization and automation initiatives using HubSpot and Zapier to enhance operational workflows and customer journey management. Collaborated with cross-functional teams including Sales, Product, Compliance, and IT to support operational scalability.Operations Manager
Principal Global Services · 2022 — 2024Oversaw large-scale customer operations with approximately 200 FTE across various high-volume programs and business functions. Monitored operational performance related to KPIs, SLAs, workforce planning, budgeting, and resource allocation. Provided end-to-end people leadership, encompassing hiring, onboarding, leadership development, and performance management. Acted as escalation lead for complex customer and operational issues, aligning resolutions with client expectations. Drove cross-functional initiatives aimed at enhancing collaboration, operational efficiency, and stability.Operations Manager
Zengage Inc. · 2021 — 2021Directed forex sales, retention, and customer lifecycle operations, focusing on onboarding and revenue growth. Managed sales and retention teams of 50–100 FTE while striving for operational performance and revenue targets. Enhanced operational visibility through CRM analytics and KPI tracking using Zoho CRM dashboards. Executed sales process enhancements and performance incentive initiatives to improve close rates.Sales and Program Manager
Men's Health Clinic · 2019 — 2021Managed sales and operational activities for a healthcare program, including renewals and customer support. Supervised multi-functional teams of 80–100 FTE, achieving revenue and service performance targets. Enhanced customer lifecycle operations through CRM optimization and workflow improvements. Managed service recovery and escalations to boost customer satisfaction.Speaker & Sales Manager
Day Trading Academy · 2019 — 2019Delivered seminars on trading, leadership, and personal development to large audiences. Developed presentation strategies and training materials that improved enrollment and audience interaction. Fostered customer conversion and relationship-building through consultative presentations.Sales Program Manager & Credit Control
Learn to Trade PH (LTT Smartchart) · 2017 — 2019Oversaw sales, retention, and collections operations for training programs with substantial FTE during peak times. Managed operational reporting, client interactions, agent evaluations, and performance management. Implemented credit control improvements to enhance compliance and recovery.Collections & Sales Manager / Credit Controller
Acquire BPO · 2014 — 2017Managed collections operations for Australian B2B and B2C accounts. Led billing, reconciliation, and dispute resolution efforts to enhance operational performance. Supported revenue recovery through performance-focused operational strategies.Product Consultant
Atlantic Coast Media Group · 2012 — 2012Maintained order pipelines and optimized account service performance. Conducted product demonstrations and tracked sales metrics while promoting client loyalty.Collection Analyst
IQor · 2010 — 2012Collected on overdue accounts, including those in bankruptcy. Handled negotiations for settlements and developed payment restructuring plans.Sales Representative
Sutherland · 2009 — 2010Promoted antivirus software through inbound and outbound sales channels. Addressed technical and billing inquiries from customers.Escalations Specialist / QA / CSR
ePerformax · 2006 — 2009Managed customer escalations and trained new agents on QA compliance standards. Developed agent scorecards to facilitate effective coaching sessions. Instituted operational workflows to improve efficiency and productivity.
Skills & Expertise
Education
- Bachelor of Arts - BroadcastingSt. Paul College · 2003 — 2006