• Manages vendor relations, contract negotiations and pricing efficiency for Alorica and its potential business partners• Ensures proper implementation of sourcing and procurement strategies for North America and EMEA regions to drive efficiency for Business Partners and inspire customer satisfaction• Leads a team of highly-skilled and extremely motivated Category Managers who oversees the category needs for Sourcing and Onboarding for Alorica and its stakeholders

• Leads local and international photography tours

• Pursued Photography and Travel• Hosted local photography tours and Speaking engagements on Photography

• Leads the S&P operations on a global scale and ensures efficient implementation of sourcing and procurement management strategies• Ensures that the agreed SLA is met on fulfillment requests from business stakeholders and assists in conflict-resolution.• Ensures productivity by managing KPIs and ensuring proper staffing based on the agreed scope of work.• Works in close partnership with internal teams to ensure timely delivery of requests for Business Partners and drive customer satisfaction.

• Leads global vendor management and operations for a US cloud-based company covering Asia Pacific, Europe, North America, Latin America and Japan.• Ensures productivity by managing KPIs and ensuring proper staffing based on the agreed scope of work.• Partners closely with internal teams to improve processes and workflows to help drive customer satisfaction and reduce escalations.• Actively participates in vendor workforce planning with internal teams.

• Managed Verizon's captive site and ensured productivity and center growth by partnering with Verizon Vendors and US counterparts to meet and exceed the agreed KPIs.• Spearheaded projects/initiatives relating to growth, process improvement and productivity within the center level and the enterprise.• Ensured that the Site's goals are met by managing finances relating to Expenses (OPEX/CAPEX) and Vendor Invoices.

• Ensured Verizon's profitability by managing Vendor compliance, productivity and adherence to the agreed Scope of Work, including meeting and exceeding KPIs, Staffing commitments, and operational productivity.• Managed multiple projects on Process Improvement.• Ensured the growth of the business by maintaining the Manila and the Mexico City Centers' productivity.• Ensured the growth of the business relationships among Verizon’s vendor sites.• Initiated a Verizon Lean Six Sigma project focusing on Escalation/Complaint Reduction for centers, which trimmed center complaints for targeted categories by 75%.• Launched an initiative to increase sales for the Consumer and Enterprise lines of businesses by creating a clear-cut process which includes audits, spot evaluations, training/re-training and process improvements, which increased Sales by 20%.

• Ensured Vendor compliance, productivity and adherence to the agreed Scope of Work.• Assisted in conflict resolution for vendor sites by acting as a liason to other Verizon departments.• Created projects that improves Verizon's processes, KPI improvements, focusing on process improvements and agent feedback.• Handled invoice validation for the managed Verizon Vendor sites.• Managed multiple sites located in Makati, Ortigas, and Novaliches.

Worked with a US Taxes Company by ensuring all KPIs are met, implemented program initiatives, and ensured daily productivity in Operations.• Initiated an AHT/Quality Drive directed on Spot Coaching and Regular Monitoring to meet AHT/Quality Goals.• Promoted Customer Experience to gain more positive feedback through CSAT from clients.

Worked with a Philippine Telecommunications Company by meeting and exceeding all Client Goals, implemented program initiatives, and managed day-to-day Operations.• Ensured that all agreed KPIs are met and exceeded on a daily, weekly and monthly basis.• Manage complaints, service requests and other escalations.• Ensure that financial projections through KPI management and staffing projections are met.• Developed a Sales Project to increase cross-selling by 10% through capitalizing on Network Error fixes.• Implemented a Quality Initiative that focused the Top QA Drainers, in coordination with customer experience which increased the program’s quality score by 5%.

Worked with an Australian Telecommunications Company by maintaining all Client Service Level Agreements (SLA), implemented technological updates, liaised with Vendors for support, and was responsible for financial projections.Business/Operations Responsibilities:• Managed the reporting, documentation and solutions of outages from Operations and coordinated with Clients.• Responsible for expense management and supports long and short term financial projections.Achievements:• June 2011 – October 2011: Awarded as the Account’s Top Program, CSAT Performance.• Expanded the Program from 96 Staff to 116 based on successful performance, positive customer and client feedback.• Was successful in launching multiple system platforms with minimal to no disturbance on production.• Worked with Global Operations to upgrade the Call Routing pattern and IVR for the Project and all Customer Support Functions.• Successfully launched a new CSAT System Platform for the program and improved Customer Satisfaction by 30%.• February 2011 to May 2011: Was awarded as the Account’s Top Program for CSAT Performance and was promoted to Service Delivery Manager by June 2011.

Worked with an Australian Telecommunications Company and was responsible for improving and monitoring staff performance to meet the client-agreed metrics through training and coaching. Led various projects to improve program support and operations.• Implemented an inter-team project to enhance competitiveness and camaraderie, leading to the team’s successful performance, helping the program become the top site for all vendors.• Assisted the Senior Operations Manager on projects and was tasked to mentor co-Supervisors to drive their Team’s performance, leading to the promotion to Senior Operations Supervisor / Service Delivery Lead by July 2010.Achievements:• August 2009: Awarded as the Program’s Top Team, CSAT Performance.• August 2009: Awarded as the Top Team Leader of the Year Awardee.• August 2009: Awarded as the Top Team Leader for Q1 and Q2.• January 2009 - August 2009: Awarded as the Top Team Leader / Top Team for these months.

Worked with an American Airline Company and provided leadership and support to frontline staff to assist customers in booking airline flights, resolving complaints and to meet program metrics.• Launched a spot coaching drill to ensure timely Quality Assurance compliance which improved the Team’s Quality score from 87% to 95%.Achievements:October 2007 and March 2008: Was awarded as the Top Team Leader / Top Team .

Worked with a British Telecommunications Company and was the second level of support, responsible for escalations, coaching, monitoring agent activities and troubleshooting procedures against client specified policies and procedures.• Proposed a simplified troubleshooting process that increased Resolution by 27% and Customer Experience by 22%.Achievements:• Achieved a zero percent evaluation dispute and was awarded as the Top QA Technical Specialist on March 2007.

Worked with a British Telecommunications Company and was the first level of support, responsible for their clients’ product support, Internet connectivity (DSL) and system troubleshooting.• Supported the following:• PC/Notebook Support and Network Printers• Network Connectivity• LAN/WAN Troubleshooting• Email: Outlook 2003 & 2007• Internet connection, IE Applications• PC/Notebook Support and Network PrintersAchievements:• Was selected as one of the pioneer Subject Matter Experts for the program.• Was part of the Top 5 associates of the program until being promoted to Technical Specialist, Quality Assurance.

• Worked with basic processes of Bank Networks and Equipment Troubleshooting such as ATM Machines and Branch Networks (Supported BancNet and MegaLink Networks).