Sarlita P.
Senior Operations Leader
Open to offersNew to PlatformAbout
Sarlita R. is an accomplished Operations Leader with over 32 years of experience managing large-scale, multi-site, and 24/7 operations in the BPO, contact center, airline operations, eCommerce support, AI services, and healthcare operations sectors. She has driven process optimization and automation, KPI governance, and cost reduction initiatives, evidenced by automating 80% of customer interactions and reducing costs by 70% at Globalink Holdings Inc. Sarlita R. has overseen operational transformations, implemented IT asset management systems, and ensured compliance in highly regulated environments, including HIPAA and PIPEDA standards. Her leadership at organizations such as Round Earth Philippines and Airfreight 2100 Inc./FedEx includes strengthening global client retention, executing business continuity plans, and developing training programs to support workforce development and service excellence.
Experience
Client Operations Lead
Round Earth Philippines Inc. · 2024 — 2025Oversaw global client operations for markets in the US, AU, UK, and EU, enhancing retention and service delivery. Reduced payroll-related tickets to below 5% monthly while ensuring 90% resolution within 24 hours. Facilitated onboarding, operational alignment, and implementation of KPIs for new clients and programs. Established an IT Asset Management system to elevate visibility, control, and efficiency.Operations Manager
Round Earth Philippines Inc. · 2022 — 2024Managed daily operations and workforce performance across diverse teams, focusing on effective cross-functional delivery. Enhanced employee engagement through attending management and performance outcome improvements. Collaborated with Compliance, Payroll, IT, and Facilities to ensure all operations remained aligned. Directed incident management, investigations, and resolution efforts, while maintaining operational continuity during critical disruptions.Operations Supervisor
Round Earth Philippines Inc. · 2022 — 2022Supervised workforce scheduling, onboarding processes, and performance evaluations. Acted as the escalation point for both operational and employee-related matters. Enhanced compliance with established SOPs and improved onboarding effectiveness, while resolving payroll and service-related escalations.Manager, Call Center Operations
Globalink Holdings Inc. · 2011 — 2021Oversaw 24/7 multi-site operations with a focus on supporting over 300 staff across Asia. Managed recruitment, training, and workforce operations along with international client account relationships. Administered budgeting, forecasting, and governance of KPIs. Drove automation initiatives aimed at improving operational efficiency and reducing costs.Project Manager
Globalink Holdings Inc. · 2002 — 2010Led comprehensive project implementation, client onboarding, and service delivery processes. Established KPIs, workflows, and frameworks for operational governance. Managed engagement with stakeholders and oversaw pricing structures and contract negotiations.Call Center Manager
Airfreight 2100 Inc. / FedEx · 1999 — 2002Directed 24/7 customer service operations placing emphasis on service quality, compliance, and efficiency. Oversaw training, coaching, and performance management initiatives for frontline teams.
Skills & Expertise
Education
- Bachelor of Arts, Political ScienceUniversity of Santo Tomas, Manila
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