Eric De Pedro Email and Phone Number
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Thought Leadership | Strategic Innovation | Team Empowerment | Sustainable Business GrowthA seasoned executive with over 24+ years of leadership in Business Process Outsourcing (BPO) and Global Business Services (GBS), consistently driving operational excellence, strategic growth, and customer-focused solutions. Proven expertise in managing multi-site operations, high-value portfolios, and complex global teams, delivering business growth and client satisfaction.As one of the pioneering Filipino executives in the BPO industry, my experience spans sectors such as Technology, Telecoms, Travel, and Electronic Entertainment. Leadership is grounded in purpose-driven strategies that align with broader business goals. I am currently serving as Country Head and Vice President for Global Platform Services and Support at Ingram Micro Philippines, leading multi-geo teams and optimizing global operations for streamlined service delivery.Key competencies include:BPO and GBS Leadership:• Proven ability to lead multi-unit operations across geographies, focusing on process optimization and platform service integration. Demonstrated success in scaling operations while driving customer satisfaction and operational efficiency.Industry Pioneer and Advocate:• Recognized for contributions to the growth of the BPO sector in the Philippines. A thought leader committed to nurturing talent and fostering innovation within high-performing teams.Operational Excellence:• Expertise in P&L management, cost control, account management, and contract negotiations. Successful in implementing strategies that reduce costs, improve service quality, and optimize delivery. Skilled in managing RFQ and RFP processes for a competitive edge.People-Centric Leadership:• Focused on creating empowered teams, recognizing talent as the core driver of business success. This approach has led to strong business outcomes, staff development, and retention, fostering cultures of innovation and collaboration.Core Competencies:• Strong in multi-site operations management, P&L oversight, strategic business planning, contract negotiation, and talent management. Consistently delivering impactful results by balancing strategic vision with operational rigor.Dedicated to advancing the BPO and GBS sectors, focusing on the Philippines’ continued progress. Committed to fostering innovation and talent development to drive sustainable growth in the global services industry, keeping people at the core of success.
Ingram Micro
View- Website:
- ingrammicro.com
- Employees:
- 21821
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Vice President Global Platform Services And Support (Gbs)Ingram Micro Feb 2021 - PresentPhilippinesI lead strategic initiatives within Ingram Micro’s Global Platform Services and Support (PSS) ensuring operational excellence and innovation across our shared services in the Philippines and in China. I collaborate with global PSS leadership to align our services with company goals, focusing on process efficiency, digital capabilities, and elevating service delivery. My responsibilities include executing global strategies locally and ensuring Manila and Shanghai operations deliver high-quality outcomes. In addition to managing GBS functions, I provide local governance for Ingram Micro teams in Manila, fostering collaboration and alignment with global objectives.My role centers on building cross-functional partnerships, enabling seamless execution, and driving sustained results.
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Head Of Cognitive Business Operations, Tata Consultancy Services PhilippinesTata Consultancy Services Sep 2016 - Feb 2021Philippines -
Senior Vice President For OperationsTeleperformance Jun 2008 - Aug 2016PhilippinesNote:• Teleperformance acquired Aegis USA/Philippines last August 2014• Aegis acquired PeopleSupport on June 2008 Managed diverse portfolios across the Technology and Electronic Entertainment Verticals with full P&L accountability, ensuring teams met service level agreements, adhered to regulatory standards, and provided high-quality service. Strong leadership and continuous improvement initiatives were central to operational success.A significant achievement in this role was launching the Electronic Entertainment business division, which targeted the fast-growing electronic gaming industry. This initiative expanded market presence and reinforced the company’s ability to address evolving client demands. -
Senior Director For OperationsTeleperformance Apr 2006 - Jun 2008Note:• Teleperformance acquired Aegis USA/Philippines last August 2014• Aegis acquired PeopleSupport on June 2008 Managed full P&L accountability for portfolios spanning Travel, Technology, and Telecoms Verticals, ensuring financial performance and operational efficiency across all accounts. Led negotiations with clients to secure optimal contract terms while maintaining service excellence. Developed service strategies focused on cost reduction and process optimization, leading to increased revenue and profitability. Proactive leadership positioned the business for long-term growth across various verticals.
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Director For OperationsTeleperformance Aug 2004 - Apr 2006Note:• Teleperformance acquired Aegis USA/Philippines last August 2014• Aegis acquired PeopleSupport on June 2008 Full P&L responsibility for all accounts handled during this period. Assigned account portfolios at this point were diverse as it spanned different markets/verticals (Travel, Technology and Telecoms Verticals). Spearheaded and participated in several key contract negotiations. Developed and implemented service strategies that reduced costs and improved overall efficiency. Proactively managed all aspects of the business that resulted in optimized revenue and profitability.
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Operations ManagerTeleperformance Oct 2001 - Aug 2004Responsible for managing the full spectrum of call center operations, including setting performance benchmarks, designing processes, and mitigating operational risks. Day-to-day oversight of team performance and client relations ensured service levels were consistently met. Close collaboration with Workforce Management was essential to validate forecasting accuracy, while partnerships with QA teams drove the implementation of quality assurance plans. Leadership efforts focused on identifying service failures and developing corrective actions to prevent future occurrences.
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Team SupervisorTeleperformance Mar 2001 - Oct 2001Responsible for monitoring agent performance on the floor, ensuring productivity, competence, and quality standards are met. Collaborates with agents to achieve development objectives and performance targets, conducting appraisals to assess progress. Provides support to the Team Manager by offering leadership, guidance, and fostering a positive work environment. Acts as a mentor and coach, serving as the first escalation point for client-specific issues. Ensures proficiency in client services and policies, delivering timely updates and clarifications to enhance the team’s competence in handling customer transactions.
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Customer Service RepresentativeTeleperformance Nov 2000 - Mar 2001Provides customer support care for various I.T. companies. Work encompasses all spectrum of customer care – from voice, online chat and email.This is where my career and journey in the BPO industry started. I am proud to have started from the ranks. This experience keeps me grounded but more importantly appreciative of all the efforts of all BPO employees in this industry, regardless of the company they work for. I am proud to have been an agent in this industry.
Eric De Pedro Skills
Eric De Pedro Education Details
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Psychology
Frequently Asked Questions about Eric De Pedro
What company does Eric De Pedro work for?
Eric De Pedro works for Ingram Micro
What is Eric De Pedro's role at the current company?
Eric De Pedro's current role is Vice President Global Platform Services and Support at Ingram Micro.
What is Eric De Pedro's email address?
Eric De Pedro's email address is ed****@****ort.com
What schools did Eric De Pedro attend?
Eric De Pedro attended De La Salle University.
What are some of Eric De Pedro's interests?
Eric De Pedro has interest in Eric Is A Video Game Fanatic, Playing Such Games As World Of Warcraft, Diablo 3.
What skills is Eric De Pedro known for?
Eric De Pedro has skills like Bpo, Call Center, Workforce Management, Contact Centers, Outsourcing, Copc, Vendor Management, Call Centers, Team Management, Management, Operations Management, Service Delivery.
Who are Eric De Pedro's colleagues?
Eric De Pedro's colleagues are Kelly Ciura, Angel Enrique Vargas Hernández, Ralitsa Milusheva, Precious Pangan, Jorge Antonio Martínez Echavarri, Katreena Mae Jacaban, Chandra Smith.
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Eric Dave De Pedro
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