I am a Canadian National and seasoned BPO professional with over 16 years of call center management experience - currently based in the city of Cebu, Philippines. I have served in various capacities including that of a Senior Program Manager, Site Leader and AVP within Canada and in the Philippines.
Industry experience and relationships span verticals across Telecommunications/Wireless, Banking & Finance, Automotive, Travel and Healthcare in capacities averaging 400-700 seats. I am also a certified Six Sigma Green Belt and hold certification in behavioral techniques, call center management, and managerial techniques.
I have extensive experience in end-to-end solution design, implementation, and delivery resulting in increased client, customer, and employee satisfaction. Proven ability to improve process and service delivery strategies from a leadership, work force management, quality analytics, recruitment, and human resources perspective. Thus, resulting in a proactive and motivated workforce, in line with business goals and objectives.