Roger F.
Senior Project and Operations Manager
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Roger F. is a seasoned Project & Operations Manager with over 17 years of leadership experience across the BPO, technology, and digital marketing sectors. He is adept with methodologies like Agile, Scrum, and Waterfall for delivering complex projects on time and within budget. Roger is known for building high-performing teams and driving process improvement, maintaining over 95% stakeholder satisfaction. While working at The AI Web Agency, he enhanced campaign delivery efficiency by 30% and improved on-time delivery rates significantly. At Innovations Group, he managed concurrent projects using Agile and Waterfall approaches, ensuring consistent success and high stakeholder satisfaction. Roger’s tenure at Sitel Group showcased his governance initiatives, which improved efficiency and reduced escalations. His strategic oversight at Accenture Technology Centers led to successful enterprise-level technology deployments. Roger holds a BS in Commerce and certifications including Lean Six Sigma and PMP® training.
Experience
Operations Manager
The AI Web Agency · 2024 — 2025Mentored a cross-functional team of over 12 digital marketing specialists, focusing on improving campaign delivery efficiency. Collaborated with clients to develop SEO strategy, OKRs, and KPIs, translating business objectives into actionable plans. Established standardized project tracking in ClickUp, which reduced task turnaround time and increased accountability across accounts. Facilitated alignment between content, design, and development teams, resulting in a higher on-time delivery rate.Project Manager
Innovations Group · 2022 — 2024Oversaw multiple projects concurrently utilizing Agile and Waterfall methodologies, ensuring they were delivered on time and within budget. Worked with C-suite and cross-functional stakeholders to define project scope, milestones, and success metrics, achieving high stakeholder satisfaction. Implemented sprint-based delivery cycles to enhance team velocity and reduce average project cycle time. Provided coaching and performance development for a team of 8 project coordinators.Associate Operations Manager
Sitel Group · 2020 — 2022Established operational governance frameworks that resulted in enhanced process efficiency and lowered escalations. Led Learning & Development initiatives to upskill over 100 agents, leading to improved quality scores. Managed more than 50 operations staff across various accounts, consistently achieving high SLA compliance.Project Manager
Accenture Technology Centers · 2018 — 2020Developed and executed project plans for large-scale technology deployments, effectively managing scope, risks, and stakeholder expectations. Achieved project milestones on schedule while maintaining quality standards and client satisfaction. Implemented structured problem-solving frameworks to decrease risk-related delays.Lead Trainer
VXI Global Holdings · 2017 — 2018Designed and delivered onboarding and upskilling programs, targeting improved ramp-up times for new hires through effective curriculum development and facilitation.IT Helpdesk Senior Analyst
ACS Xerox · 2013 — 2017Delivered Tier 2/3 technical support for enterprise accounts while mentoring junior analysts and leading knowledge base development initiatives.Team Leader
PeopleSupport Inc. · 2007 — 2013Managed a customer support team of 15, achieving high customer satisfaction scores through effective coaching and performance management.
Skills & Expertise
Education
- Bachelor of Science in Commerce — MarketingOlivarez College · — — 2002