Mary
Operations & Customer Experience Leader | KPI Management | Sales & Support Perfo
Verified
With Timeproof
Overview
Looking for full-time work (8 hours/day)
at $15.02/hour ($2,880.00/month)
College Level
Last Active
June 29th, 2026 (yesterday)
Member Since
May 21st, 2020
Profile Description
Operations and performance leadership professional with over 10 years of experience in BPO environments across customer service, sales support, technical support, and team management roles.
Experienced in leading teams, managing KPIs, conducting coaching sessions, handling escalations, and ensuring consistent performance across customer support and sales operations. Strong background in analyzing performance trends, improving workflows, and supporting operational efficiency through structured reporting and coaching.
Hands-on experience working with CRM and contact center systems such as Salesforce, SugarCRM, Jira, Genesys, Amazon Connect, and other internal platforms used for customer interactions, performance tracking, and operational reporting.
Highly proficient in Google Sheets and Excel for reporting, tracking, and performance monitoring, as well as workflow and task management tools used to support daily operations.
Core strengths include:
Operations & team leadership
KPI & performance management
Coaching & QA evaluation
Customer support & sales operations
Reporting & data analysis
Process improvement & SOP support
Escalation handling
Workflow coordination
CRM & contact center systems
I work best in fast-paced environments where I can support team performance, improve operational consistency, and help build structured processes that drive better results.
Top Skills
Professional Services » Management Services » Bpo Operations Management
Experience: 10+ years
Led end-to-end operations across BPO and freelance environments, overseeing workflows, escalations, reporting, and cross-functional coordination to improve efficiency, consistency, and service delivery.
Office and Administration » Team Leadership
Experience: 10+ years
Managed and led teams across customer service, sales, and operations environments. Focused on coaching, performance accountability, KPI achievement, and driving consistent team output across multiple accounts.
Other Skills
Professional Services » Management Services » Sales Management
Experience: 5 - 10 years
Supported sales operations in chat and voice environments, coaching agents on conversion strategies and monitoring sales KPIs to improve performance.
Coaching
Experience: 10+ years
Delivered structured coaching sessions, performance reviews, and feedback cycles to improve agent behavior, communication, and productivity.
Customer Support
Experience: 10+ years
Handled customer service operations across voice and non-voice channels in high-volume BPO environments, ensuring resolution quality, escalation handling, and customer satisfaction.
Office and Administration » Microsoft Excel
Experience: 10+ years
Used Excel for reporting, tracking performance, building dashboards, and supporting operational analysis through formulas and structured sheets.
Office and Administration » Google Workspace
Experience: 10+ years
Used Google Sheets, Docs, and Gmail for documentation, reporting, scheduling coordination, and operational communication.
Basic Information
- Age
- 36
- Gender
- Female
- Website
- Sign Up with Pro Account to View
- Address
- Caloocan City, Metro Manila
- Tests Taken
- IQ
- Score: 136
- DISC
- Dominance: 28%
- Influence: 7%
- Steadiness: 33%
- Compliance: 33%
- English
- C2(Advanced/Mastery)
- Government ID
- Sign Up with Pro Account to View
“My Filipino specialist who is absolutely amazing..go get your OFS today!”
Eden Einav
SEE MORE REAL RESULTS“They are definitely a valuable part of your business for all kinds of reasons.”
- Steven Rapposelli
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