- Responsible for all PH Sites including AIG Insurance.- Facilities Management, Procurement, Admin, Travel, Health & Safety

- Assist in the directing of operations in a complex matrixed environment and managing the successful achievement of over 900 SLAs in a department of over 3,000 employees.- Define, establish and manage the Operations Target Operating Model (TOM) team; accountable for the creation and implementation of a consistent framework of guidelines, actions and templates for the consistent execution of the operations activities within the organization and audit and report on the adoption and integration of the TOM. - Implement the “Make Tomorrow Better” program and process with a unified mechanism to capture input from the front line processor and Team Leaders for review and synthesis into defined actions, with tracking and measurement capabilities and a monthly output to the submitting population regarding action taken and progress made and value achieved.- Drive the creation of a Change Management Group (CMG) to ensure the smooth and successful adoption of post migration work, new platforms and systems and identify workflow changes to maximize internal capabilities and those of newly implemented systems

- Responsible for improving all facets of operational performance for Customer Care.- Created and implemented Carebay to improve customer experience, Issue resolution and AHT.- Accountable for overall performance on all key metrics . - Provide strategic and tactical direction to operations team. - Reports directly to the Site Director and works with internal partners such as work force management, Quality and Training peers to design, support and execute strategic change to ensure revenue growth, customer service, first call resolution, service levels, call efficiencies, and other key performance improvements. - Develop and manage to contractual agreements with business partners.- Motivates and develop people

- Managed multiple vendors and LOBs (Onshore and Offshore)- Analyze daily results, via ops reporting, and work with Director/ Sr. Vendor Manager to make recommendations to vendor on program enhancements, changes in direction, and adjunct service offerings - Launched new programs and products that enhances customer experience and retention- Produces root cause analysis and perform deep dive analysis and recommend solid action plans.to deliver exceptional results. - Providing on site support, implemented changes and driving quality, while ensuring good business practices at vendor location are in place- Support, in conjunction with Marketing, agent incentive programs - Designed and implemented monthly incentives for all vended sites and monitors all monthly incentive reports - Liaison with other Divisions of Vonage to manage communication and support. - Coordinate work with other internal Vonage support groups, should a vendor have such a need. - Involved in formal client review sessions/presentations – weekly/ monthly /quarterly - Initiate proactive action plans for vendors if not attaining agreed-upon metrics in sales and other metrics (e.g. conversion, AHT, CSAT etc.). - Hold vendors accountable to staffing plans for support capacity planning

- Maintain and grow revenue of existing Clients/Programs. - Owns Client satisfaction on all new sales implementation. - Partnering with internal & external suppliers. - Responsible for meeting all sales metrics and grow revenue - Negotiate and manage Client commitments, contracts and expectations. - Conduct account reviews both internal and external. - Staff, motivate and develop management team (includes dotted line Partners). - Translate company strategies into organizational initiatives/activities. - Develop and maintain relevant industry knowledge. - Responsible for selecting, training, developing, and managing performance of professional and non-exempt direct reports; providing prompt and objective coaching and counseling; and coordinating, planning, and assigning work for staff in accordance with the organization’s policies and applicable legal requirements. - Ensures that revenue and close rate targets are met.

- Managed the highest revenue generating district, Laguna & Batangas district which covers 11 PEZA zones and outskirts clients - Conducts sales and marketing strategies for the district- Conducts quarterly Business Review with the account executives.- Does weekly joint calls with each account executive.- Conducts one-on-one meetings with account executives with regards to targets, performance and marketing programs.- Initiates Business Development Plans for every key accounts handled- Lead the team in achieving 100% achievement of their monthly revenues and quota.- Coaching and Mentoring of subordinates.Total Account Management for the Global Accounts such as Toshiba, Intel, IDT & Philips.