Shereen L.

Shereen B. is an accomplished Operations and Customer Experience Leader boasting over 13 years of experience in the BPO and financial services sectors. With more than 8 years in progressive leadership roles managing both onsite and remote teams, Shereen has a proven track record of elevating operational KPIs, spearheading organizational change, and driving substantial business results through data-driven coaching and process improvement. She is experienced in customer experience, quality assurance, and stakeholder management, having improved operational metrics at Wells Fargo and Sykes Asia. At Wells Fargo, her leadership in escalations and customer service management demonstrated her prowess in Enterprise Complaints Management and Quality Assurance & Calibration, leading to significant enhancements in Quality Scores and productivity. She is proficient in tools like Microsoft 365, Power BI, and NICE, which aid her in creating performance dashboards and facilitating remote work. Shereen holds a Bachelor’s degree in Nursing from Pamantasan ng Lungsod ng Maynila and has completed multiple professional development programs at Wells Fargo, underscoring her commitment to excellence in operational leadership.