Transformation Excellence Senior Lead

Jul 2019 - Jun 2025

Led multiple transformational projects in Finance-Expenditure operations driving operational excellence and process optimization. Directed development and implementation of best practice frameworks and governance models to enhance customer experience excellence. Demonstrated successful change management and stakeholder engagement.

Continuous Improvement and Customer Excellence Lead

May 2016 - Jun 2019

Spearheaded change initiatives across finance functions improving processing time. Led operations to a culture of continuous improvement and coordinated transformation programmes. Executed transformation initiatives focused on enhancing processes and reducing costs. Identified issues, analyzed information, and provided solutions. Trained employees to enhance team performance.

Customer Operations Team Lead

Feb 2006 - Apr 2016

Led change management initiatives including stakeholder engagement, communication, and training plans to ensure successful adoption. Identified risks and developed mitigation plans ensuring effective programme delivery. Championed a culture of innovation, agility, and continuous improvement. Oversaw daily call centre operations ensuring quality customer service delivery.

Team Lead

Nov 2004 - Jan 2006

Responsible for overseeing daily call center activities, ensuring high-quality customer service, managing team performance, and driving operational efficiency. Accountable for supervising agents, monitoring metrics, and collaborating with management to meet service goals. Migrated additional client services from Houston to Manila.

Customer Service Agent

Aug 2004 - Oct 2004

Handled inbound queries on insurance benefits and eligibility as a health insurance frontline representative. Provided excellent customer service, resolved inquiries, and supported customers by delivering timely and accurate information.