Rex S.
Senior Client Operations Manager
Open to offersNew to PlatformAbout
Rex S. is a seasoned professional renowned for his expertise in quality, insights, and operations management, with over 8 years of experience in delivering service excellence through audit management, compliance, and KPI-driven analytics. His career in customer service and operational excellence spans various industries, including telecommunications, digital marketplaces, and energy sectors. Rex has demonstrated a proven ability to transform insights into proactive solutions that enhance the customer experience, and his proficiency in tools such as Excel, Power BI, and Power Automate has consistently driven performance improvements. At VXI Global Solutions, he spearheaded major audit projects for a U.S. telecom provider, which included developing frameworks and presenting insights that informed strategic decision-making. Previously, as a Business Analyst at TTEC, he provided executive-level process optimization support and drove initiatives for regulatory compliance and customer journey mapping. His efforts were recognized with multiple awards, including the North Star Award at TTEC for proactive solution development. Rex graduated Cum Laude with a Bachelor of Arts in Psychology and holds a Diploma in Project Management, among other certifications.
Experience
Client Operations Manager
VXI Global Solutions · 2025 — 2026Directed monthly audits for a major U.S. telecom provider, identifying fraud risks and ensuring accuracy through standardized frameworks and calibration sessions. Maintained closed-loop reporting with Operations and HR to implement corrective actions for compliance enhancement. Completed analyses for executive escalations and client feedback, presenting outcomes that informed decision-making. Coached Supervisors of QA/Insights Analysts on audit methodology and performance management to enable effective team development. Supervised client-led audit projects, developed frameworks, and produced stakeholder-ready presentations for business reviews. Managed a cross-functional audit project to study a client's sister company, designed the audit framework, and identified customer pain points to inform strategic insights. Coordinated recruitment and onboarding of Analysts, assessing skills and facilitating training and continuous learning initiatives.Business Analyst
TTEC/TeleTech · 2018 — 2025Provided executive-level reporting and process optimization support throughout a six-year tenure, with initiatives guided by senior leadership. Delivered customer experience insights and presented findings to stakeholders regularly. Developed proactive solutions for process improvements and ensured regulatory compliance. Partnered with leaders to map customer journeys, identify bottlenecks, and implement solutions. Coordinated projects for an email reduction initiative, collaborating with omnichannel leaders and digital teams. Established a framework for service recovery that clarified documentation and reduced confusion within the operations team. Leveraged analytical tools to compile performance data, spot trends, and drive KPI improvements. Facilitated internal QA calibration sessions and mentored QA Specialists through certification and auditing processes.Trainer II
Concentrix · 2022 — 2022Delivered onboarding programs and maintained a high satisfaction rating in post-training surveys. Mentored new hires through quality monitoring and coaching sessions for a smooth transition into client support roles. Designed interactive workshops to enhance product knowledge and promote ongoing learning.Quality Assurance Specialist
TTEC/TeleTech · 2016 — 2018Audited call handling quality and compliance to ensure adherence to client standards and industry requirements. Produced weekly performance reports that highlighted wins and opportunities.Customer Service Representative
TTEC/TeleTech · 2016 — 2016Provided billing support for a major Australian energy account, ensuring timely resolution of inquiries. Maintained NPS and reliability metrics to demonstrate consistency and accuracy in customer interactions.Activity Facilitator (Zupervisor for Establishments, Part-Time)
KidZania Manila – Play Innovations Inc. · 2015 — 2016Facilitated activities to deliver the KidZania experience to children. Engaged children in role-playing while adhering to KidZania's operational standards.Customer Service Support, Technical
Sykes Asia Inc. · 2014 — 2015Managed the ticketing system, evaluated case documentation, and created reports on case aging trends. Delivered coaching to outliers and repeat offenders to increase ticket closure compliance.Operations Reporting Analyst
Stream Global Services · 2010 — 2013Built and maintained dashboards and performance reports to support data-driven executive decision-making. Provided reporting support for U.S. telecom and digital marketplace programs.Technical Support Professional
Stream Global Services · 2011 — 2012Assisted customers of a U.S. satellite cable provider with billing inquiries and basic troubleshooting. Provided detailed information on plans and services, including channel availability.Customer Support Professional
Stream Global Services · 2010 — 2011Conducted basic troubleshooting and warranty support for mobile customers of a major U.S. telecommunications company. Processed warranty claims and coordinated replacements to ensure timely resolution.Customer Service Advisor
Sitel Philippines Corporation · 2008 — 2010Handled customer inquiries regarding plans and promotions for a telecommunication company in the U.K. Provided billing and basic troubleshooting support, assisting with phone service application and registration.Tier II / Escalation Agent
Convergys Philippines Services Corporation · 2006 — 2008Managed tickets by validating cases and escalating valid cases to Tier 3. Communicated resolutions via email and phone for supervisor calls transferred from Tier 1.Customer Service Representative
Convergys Philippines Services Corporation · 2006 — 2007Answered account security questions for customers of a leading U.S. web-based email provider. Handled password reset requests and updates to account information.
Skills & Expertise
Education
- Bachelor of Arts in PsychologyAMA University · 2017 — 2021
- Diploma in Business AdministrationABE International Business College · 2010 — 2011
- Undergraduate CourseworkInstitution not specified
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