Anna Mae Sevilla, Cms Email and Phone Number
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Anna Mae Sevilla, Cms personal email
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With over 20 years of experience in the Business Process Outsourcing industry, I am a seasoned operations, project and change manager who leads service excellence and workforce management at Sutherland. I have a proven track record of delivering high-quality results, improving operational efficiency, and enhancing customer satisfaction for global clients across various domains and verticals.As a certified change management specialist and have completed training on project management and Green Belt Six Sigma and Lean Six Sigma, I have the skills and knowledge to manage complex and dynamic projects, drive strategic initiatives, and foster a culture of innovation and collaboration. I am passionate about empowering my teams, engaging with stakeholders, and solving problems with data-driven and customer-centric approaches. I am always eager to learn new things, explore new opportunities, and take on new challenges.
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Sr. Director - Service Excellence And WfmSutherlandIloilo City, Ph
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Sr. Director - Service Excellence And WfmSutherland Mar 2021 - Present- Provides governance and change management guidance for global projects driving employee satisfaction and retention, business processes improvement and optimization, and digitization and automation- Operations and Program Management with 90+ employees globally providing Forecasting, Capacity Planning, RFP/RFI, WFMAAS and shared support services across WFM and Service Excellence teams to deliver target business outcomes for clients and internal stakeholders- Responsible for onboarding/training senior leaders in the department, ensuring their first 90 days are well-designed and well-supported to ensure success in assimilation and engagement- Awarded and recognized for delivered results in the organization through various projects and initiatives- Served as a Regional Ethics Officer supporting the Corporate Ethics Team- Member of the DEI Global Council -
Principal / Sr. Director - Service ExcellenceSutherland Feb 2014 - Mar 2021Global- Managed global Business Process Improvement Projects for Business Transformation spanning across various functional teams (e.g. HR, Facilities, Finance, IT, Operations) to drive efficacy and efficiency, reduce employee effort, and improve customer experience. Ensured change management framework is in place across these projects- Awarded Leadership Awards in 2014 and 2015, in support of a team of 15 Business Analysts from Egypt, India, the Philippines, Canada and the US supporting various global projects in the organization- Conducted regular gap analysis and provided management consulting services across multiple clients as part of Performance Improvement Initiatives
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Sr. Director - Service Excellence Country Lead - ChinaSutherland Jan 2016 - Jun 2016China- Provided business process consulting services to clients being serviced in China to improve efficiencies and efficacy and delivering target business outcomes- Partnered with HR and Training teams to improve performance and quality of new hires, both of the frontline staff and the management/support teams
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Site DirectorSitel Jun 2011 - Jun 2013Philippines- Responsible and accountable for overall performance of site operations against target profitability, client KPI targets and internal stakeholders' satisfaction- Managed a team of over 200+ employees across two sites to deliver monthly/quarterly/annual targets -
Regional Performance DirectorSitel Jun 2008 - Jul 2011Philippines- Conducted audits and analysis to identify root cause(s) for performance gaps- Provided knowledge and skill intervention through training, coaching and various leadership and organizational development programs- Designed global processes and standard operating procedures that simplify and improve efficacy of Performance Management in the functions of Recruiting, Training, Onboarding, Transitions, Operations and WFM
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Site Learning ManagerSitel Apr 2007 - Jun 2008Philippines- Responsible for overall Training and Development of all People Managers in the site- Facilitated process, management and leadership training for supervisors, managers and directors in the organization- Recognized as the Best Site Learning Manager in the geo
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Site Training And Quality ManagerSitel Jan 2007 - Apr 2007Philippines- Responsible for providing direction and managing performance for the Training and Quality supervisors and frontline team members- Worked with client partners and internal stakeholders to ensure Service Level Agreements are met monthly, and that all team members are certified to have the knowledge and the skills required to carry out the job- Managed the collaboration between Training and Quality frameworks to ensure that new hire, refresher and up skill training provided to all team members reflect the findings and recommendations from quality audits and analysis
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Site Training ManagerSitel Mar 2006 - Jan 2007Philippines- Led a group of seven Trainers catering specifically to a Technology client, providing new hire,refresher and up skill training- Ensured that all client-mandated training and certification are adhered to- Conducted product and process specific training alongside client partners for supervisors and managers
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Training Lead - Program HeadSitel Jun 2004 - Mar 2006Philippines- Provided voice technical support training for a computer manufacturing company
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Technical Support RepresentativeStream Global Services Apr 2003 - Apr 2004Philippines
Anna Mae Sevilla, Cms Skills
Anna Mae Sevilla, Cms Education Details
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Changefit 360 (Acmp Qed For Ccmp Certification)Change Management -
Management And Strategy InstituteCertified Change Management Specialist (Cms)
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Stanford Advanced Project Management -
Goethe-Institut ManilaGerman Language And Culture
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Computer Science
Frequently Asked Questions about Anna Mae Sevilla, Cms
What company does Anna Mae Sevilla, Cms work for?
Anna Mae Sevilla, Cms works for Sutherland
What is Anna Mae Sevilla, Cms's role at the current company?
Anna Mae Sevilla, Cms's current role is Sr. Director - Service Excellence and WFM.
What is Anna Mae Sevilla, Cms's email address?
Anna Mae Sevilla, Cms's email address is an****@****tel.com
What is Anna Mae Sevilla, Cms's direct phone number?
Anna Mae Sevilla, Cms's direct phone number is +182827*****
What schools did Anna Mae Sevilla, Cms attend?
Anna Mae Sevilla, Cms attended Changefit 360 (Acmp Qed For Ccmp Certification), Management And Strategy Institute, Stanford University, Goethe-Institut Manila, Ateneo De Manila University.
What skills is Anna Mae Sevilla, Cms known for?
Anna Mae Sevilla, Cms has skills like Training, Performance Management, Outsourcing, Process Improvement, Bpo, Call Centers, Leadership, Operations Management, Management, Customer Satisfaction, Change Management, Contact Centers.
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