Vladimir V.
Operations Supervisor
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An accomplished BPO Operations Professional with over 19 years of experience in the industry, excelling in roles such as Team Lead, Team Manager, and Operations Supervisor. His leadership journey is marked by a strong focus on operational excellence, consistently exceeding SLA targets and maximizing team performance across diverse BPO environments. With a proven ability to manage multi-department teams, he implements scalable process improvements that boost efficiency and client satisfaction. He is adept at serving as the primary liaison between frontline staff and senior leadership, ensuring seamless communication and operational alignment. Throughout his career, he has honed key skills in data analysis, quality assurance, and CRM management, notably in HubSpot, Shopify, and Unleashed. He has demonstrated measurable results for global clients by leveraging his expertise in cross-functional collaboration and capacity planning, making him a pivotal figure in each organization he has served.
Experience
Operations Supervisor
Platinum Outsourcing · 2025 — PresentOversees multi-department BPO teams while managing escalations and ensuring adherence to client SLA and quality standards.Team Lead
OP360 · 2024 — 2025Led a specialized team focused on collecting, verifying, and validating construction project data with a commitment to accuracy and consistency.Team Lead (Multiple Accounts)
Awesome CX · 2022 — 2024Managed concurrent Team Lead roles across sales, customer support, and client-specific BPO accounts in a dynamic environment.Associate Manager
Sutherland · 2021 — 2022Oversaw a team of customer service agents by establishing performance goals aligned with company and client KPIs.Team Manager
Conectys Multilingual Services · 2018 — 2021Coordinated daily operations in a multilingual BPO environment, ensuring adherence to SLA compliance and quality standards.Customer Service Representative
Conectys Multilingual Services · 2017 — 2018Handled customer inquiries and complaints across multiple channels, delivering timely and accurate solutions.Account Manager
Carve · 2015 — 2016Built and managed client relationships by identifying needs and proposing solutions throughout the account lifecycle.Disputes Specialist
Crylls Inc. · 2014 — 2015Managed and resolved customer complaints and claims, focusing on solutions that ensured customer satisfaction.Customer Service Representative
IBEX Global · 2013 — 2014Engaged with customers to resolve inquiries efficiently while maintaining accurate interaction records.Email Support Specialist
Alta Resources Philippines · 2013 — 2013Delivered accurate and timely responses to customer inquiries via email, achieving high first-contact resolution rates.Customer Service Representative
TeleTech · 2012 — 2013Managed customer inquiries and account creation processes while upholding high standards of customer satisfaction.Subject Matter Expert
Startek · 2010 — 2011Provided support to agents by addressing escalated complaints and recommending process improvements for ongoing quality enhancement.Technical Lead
NCO Group · 2006 — 2009Oversaw technical operations, conducted agent training programs, and ensured project delivery met quality standards.Customer Service Associate
ClientLogic · 2005 — 2006Enhanced customer satisfaction by promptly addressing issues and resolving concerns through various service channels.