Chelo Ann Ramos Email & Phone Number

Federal Territory Of Kuala Lumpur, Malaysia

Manages a team of nearly 300 across complex markets, languages, and products. Leads, mentors, and manages market leads for APAC and MENA, ensuring performance aligns with business goals. Fosters strong relationships with cross-functional teams to enhance collaboration and address emerging challenges. Oversees workforce planning, including resource allocation, hiring, and training to meet operational demands. Proactively identifies potential risks and develops mitigation strategies to uphold content moderation integrity.

Summary of Projects and SuccessesOrganizational Restructure (Short Video POC): Led initiatives related to the restructuring, optimizing workflow and capacity planning across multiple sites. Implemented projects for scorecard alignments, coaching processes, and queue assignments in 5 clusters.Coaching Process: Established a successful coaching framework for the APAC short video team, achieving a 98.1% completion rate & 97% satisfaction score, later adopted globally by HR.Advisor Role Alignment: Conducted a study to clarify roles and KPIs for advisors, resulting in a revamped framework across the APAC pillars alongside HR. Tamil Language Support: Quickly launched Tamil language moderation in response to cyberbullying concerns, collaborating with HR and operations for hiring and training.Quality Performance Taskforce: Improved market performance from the bottom to a stable +10% accuracy score by analyzing & enhancing quality metrics.Ops Wellbeing Ambassador Lead: Expanded the wellness program across the APAC short video team, engaging 50 Ops members and executing 63 activities in Q3 with nearly 2,000 participants focused on diverse wellbeing.IL/Hamas Conflict Mitigation: Addressed market health impacts from the conflict by implementing auto moderation and increasing wellbeing check-ins for moderation teams.Lean Headcount Management: Launched 11 new queues without increasing headcount, optimizing service levels and utilization rates.Mobile Usage Policy: Implemented a mobile usage policy across APAC, updating the moderator handbook in collaboration with HR and Integrity teams.Government Incident Management: Managed high volumes of government takedown requests in Malaysia, providing 24/7 support through Ops SMEs.Feedback Loop Enhancement: Improved policy query feedback mechanisms in APAC in collaboration with EMEA leaders.Queue Mergers: Initiated merging of moderator queues based on type and language capabilities, establishing best practices for BPO expansion.

Kuala Lumpur, Malaysia

Aug 2017 to Aug 2020 – MS Commercial Programs, APACManaged Commercial/B2B teams, including customer service, account management, B2B sales, and technical support.Oversaw teams across Malaysia and the Philippines, providing support for Global EN, ANZ, SEA countries, GCR, KR and India through phone, chat, email, forum channels, and backend work.Aug 2020 to Sep 2021 – Consumer VR Account, North AmericaLed a team of 200 FTEs for a consumer client in the U.S., delivering non-voice support.April 2021 to Sep 2021 – E-Hailing Service, MalaysiaManaged a team of fewer than 100 agents for a local e-hailing client at the Cyberjaya site, while supporting an additional project at the KL site.Key Responsibilities:Managed and reviewed operational reports (Client scorecard, metrics management) in collaboration with CNX global sites to monitor trends and enhance performance (CSAT, AHT, SL, TPH, occupancy, utilization, quality).Implemented CNX best practices to exceed client expectations, assess staffing needs, and adjust to changing requirements.Drove profitability of existing programs, focusing on revenue, margins, billing performance, seat utilization, staffing, and budgeting.Executed, maintained, and tested the project's business continuity plan.Collaborated with Training, HR, Quality, WFM, Recruitment, and IT to define action plans that resolve issues and promote continuous improvement.Projects Handled and Success:Launched a Cloud platform technical account supporting GCR and Taiwan markets, ensuring glide path targets were met.Successfully launched a high-end VR product project for a global client, managing over 200 agents in the U.S. and achieving high certification pass rates with the hiring and training teams.Maintained top quality performance ranking in the VR project among three other sites in APAC and North America. Launched a local e-hailing business account, overseeing the transition from another BPO and ensuring a high certification pass rate.

Ncr - National Capital Region, Philippines

• Manages two (Tier 2) Commercial LOBs in Manila supporting Australia, New Zealand, India, and South East Asia regions (Philippines, Singapore, Malaysia, Thailand, Indonesia, Vietnam)• Manages a team of Ops Manager Trainee, Team Managers, Quality Evaluators, Trainers, Escalation Specialists and Reporting Analyst• Drives profitability of existing programs including revenue, margins, billing performance, seat utilization forecasting, staffing and budgeting, etc.• Accountable in the execution, maintenance and testing of the project's business continuity plan• Manages and reviews operational reports • Partners with different support functions - Training, HR, WFM, Recruitment, IT to define action plans that resolve issues and drive continuous improvementProjects Handled and Success:• Passed all Corrective Action and Deviation Notices issued by the client to MS CS Commercial program in just 3 months of being assigned to the team in 2016.• Led a Site relocation and System Migration from another site (Mckinley, Taguig to Shaw, Mandaluyong) for 100 FTEs in July 2015.• Handled Phone System migration from Aspect to Avaya phone platform for Manila site (Team Readiness, IVR Mapping , New Reporting Setups and Mapping, Queue Setup, UAT, etc)• Transition of Quality Monitoring Software (Team Readiness , Voice recording, screen capture, skillset and queue mapping, training of new tool)• Handled a Global Cloud tool migration (UAT, reporting requirements, tools training, queue setup, team readiness)• Project Sienna: Additional Program support for Cloud Billing for 20 FTEs (headcount simulation, Hiring, Training, tool installation, UAT , etc)• SureStep Campaign: Successfully completed a 6-month call down project for clients which paved the way for the launch of a SureStep team in KL (multi-lingual)• Appointed as the Site Leader for the MS programs in Convergys Taguig• Achieved ISO & COPC audit compliance for MS Loyalty Program and Commercial in 2014

• Analyze and assess customer satisfaction (CSAT) gaps and trends for individual and program level issues• Ensure Overall Team’s performance is meeting and at par with client requirements• Manage escalation from clients• Identify gaps and proactively implement action plans to meet operation metrics• Provide effective and constructive feedback to CSR’s highlighting areas of improvement to maintain and achieve CSAT metricsProjects Handled and Success:• Assisted the Loyalty Program team in the achievement of 75/85 Table F results for COPC• Helped ANZ Partners team to meet their client contractual targets and lift existing corrective action notice

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia

Kuala Lumpur, Malaysia