Roger F.
Senior Project & Operations Manager
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Roger F. is a seasoned Project & Operations Manager with over 17 years of experience in the BPO, technology, and digital marketing sectors. He has demonstrated expertise in delivering complex projects using Agile, Scrum, and Waterfall methodologies, consistently ensuring they are completed on time and within budget. Roger excels in building high-performing teams and has a proven track record of driving process improvements while maintaining a 95%+ stakeholder satisfaction rate. Recently, at The AI Web Agency, he led a cross-functional team of digital marketing specialists, improving campaign delivery efficiency by 30% in just six months. His role involved strategic partnership with clients to define SEO strategies and implement project tracking via ClickUp, reducing task turnaround time by 25%. Roger's earlier roles include Project Manager at Innovations Group and Accenture Technology Centers, where he managed enterprise-level technology deployments and maintained high standards of client satisfaction. He holds several certifications, including PMP® and Lean Six Sigma, and is fluent in both Filipino and English.
Experience
Operations Manager
The AI Web Agency · 2024 — 2025Led a cross-functional team of digital marketing specialists, focusing on improving campaign delivery efficiency. Collaborated with clients to develop SEO strategy, OKRs, and KPIs, translating business goals into actionable plans. Implemented project tracking in ClickUp, which enhanced accountability and reduced task turnaround time. Ensured alignment between content, design, and development teams to boost on-time delivery rates.Project Manager
Innovations Group · 2022 — 2024Oversaw a portfolio of projects utilizing Agile and Waterfall methodologies, ensuring timely and budget-compliant delivery. Engaged with C-suite and other stakeholders to outline project scope, milestones, and success metrics while achieving high levels of stakeholder satisfaction. Introduced sprint-based delivery cycles to enhance project efficiency and team performance, and provided coaching to project coordinators for their professional development.Associate Operations Manager
Sitel Group · 2020 — 2022Established operational governance frameworks that enhanced process efficiency and minimized escalations. Directed Learning & Development initiatives to upgrade the skills of a large number of agents, resulting in improved quality scores. Managed a substantial operations staff across different accounts, consistently achieving high SLA compliance.Project Manager
Accenture Technology Centers · 2018 — 2020Crafted and implemented project plans for significant technology deployments, managing risk and stakeholder expectations globally. Executed multiple project milestones on time while adhering to quality standards. Developed structured problem-solving frameworks to mitigate risk delays effectively.Lead Trainer
VXI Global Holdings · 2017 — 2018Developed and facilitated onboarding and training programs, enhancing new-hire ramp-up times through targeted curriculum design and facilitation.IT Helpdesk Senior Analyst
ACS Xerox · 2013 — 2017Delivered Tier 2/3 technical support to enterprise accounts while mentoring junior analysts. Contributed to knowledge base development initiatives.Team Leader
PeopleSupport Inc. · 2007 — 2013Supervised a customer support team, achieving high customer satisfaction scores through effective leadership and performance management.
Skills & Expertise
Education
- BS Commerce — MarketingOlivarez College · 2002 — Present