Hi! I’m William Ngo, a seasoned Senior Director of Operations with a proven track record of driving operational excellence, enhancing efficiency, and achieving strategic objectives within the businesses I've been involved with. With over 20 years of experience in operations management, I bring a wealth of knowledge in optimizing processes, maximizing productivity, and leading high-performing and engaged teams to deliver exceptional results.Throughout my career, I have spearheaded initiatives to streamline workflows, improve employee morale along with engagement and implement innovative solutions that drive business growth and profitability . My ability to identify operational bottlenecks and implement effective solutions has consistently resulted in cost savings and enhanced operational performance.As a dynamic leader, I prioritize communication, collaboration, and cross-functional teamwork to align organizational goals and foster a culture of continuous improvement. I thrive in fast-paced environments where agility and adaptability are paramount, and I excel in navigating complex challenges with resilience and strategic foresight.I am excited about the opportunity to connect with like-minded professionals, collaborate on exciting projects, and explore new avenues for professional growth and development. Let's connect and explore how we can collaborate to drive operational excellence and achieve our mutual objectives.Thank you and I look forward to engaging with you!
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Senior Director For OperationsTelus International Nov 2021 - Dec 2023Las Vegas, Nevada, United StatesI was in charge of managing call center operations for our Las Vegas site with over 2000 team members. I was responsible for overall site-level service and P&L delivery, team member engagement, retention and development. On top of delivering to business requirements. I also championed alignment to the company's values and caring culture spearheading and/or supporting initiatives that drives value to to our customers, team members, and the communities we are part of. -
Senior Director For OperationsTelus International Philippines Mar 2016 - Nov 2021I was in charge of managing call center operations for 1 of our 7 sites leading a team of over 3000 team members. I was responsible for overall site-level service and P&L delivery, team member engagement, retention and development. On top of delivering to business requirements. I also championed alignment to the company's values and caring culture spearheading and/or supporting initiatives that drives value to to our customers, team members, and the communities we are part of.
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Director For OperationsTelus International Philippines May 2010 - Mar 2016Provides overall operational direction for a team of 3 Senior Operations Managers, 9 Operations Managers, 140 Team Leaders, 1800 Customer Service and Back Office representatives and 70 support staff team members. Responsible for delivering to client and business targets and ensuring proper support, development and mentoring are properly and effectively deployed to ensure consistent delivery of results. Spearheaded activities which align team to company objectives and drive better team member engagement and retention.
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Senior Operations ManagerTelus International Philippines Jun 2006 - May 2010- Guided and motivated sales force of 30 Sales Team Leaders, 350 Telesales Representatives, 60 Chat sales representatives and 10 support staff team members - Created sales strategies and studied competition to increase sales conversions and volumes- Ensures the profitability of the program by driving for the attainment of Client-specified KPIs and targets; Monitors the queue to ensure that service metrics are met, as well as monitors sales metrics through proper coaching, consequence management, etc.- Drives for the recognition and reward of top-performing team members by ensuring the pay-out of incentives and the provision of additional roles and responsibilities for succession planning / leadership development
William Ngo Education Details
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Computer Science
Frequently Asked Questions about William Ngo
What is William Ngo's role at the current company?
William Ngo's current role is Seasoned Operational Success Leader | Customer Experience Expert | Client Relations Management.
What schools did William Ngo attend?
William Ngo attended De La Salle University.
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William Ngo
San Francisco, Ca
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