Kathyrine Lopena
Sr. Director For Operations
Cebu,Cebu
Summary
Ready to offer exceptional leadership and planning abilities to take on new role in BPO setting. Demonstrated expertise in cultivating and managing exceptional teams to meet and exceed demanding targets. Well-versed in Online Travel standards and market trends. Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
21
21
years of professional experience
5
5
years of post-secondary education
Work History
Senior Director of Operations
Teleperformance Inc.
2019.07 - Current
- Trained and guided team members to maintain high productivity and performance metrics.
- Defined, implemented, and revised operational policies and guidelines.
- Monitored and coordinated workflows to optimize resources.
- Managed cross-functional teams for maximum efficiency and collaboration.
- Created an environment of continuous learning by encouraging team members to pursue professional development opportunities.
- Established and monitored quality assurance standards to achieve operational excellence.
- Streamlined operations by implementing efficient processes and workflow strategies.
- Tasked to improve performance of existing projects with KPI issues, Process and Framework defects, and Inefficiencies.
- Managed High Profile Clients offering corporate travel with 600 headcounts in 5 different sites, 3 locations.
Director of Operations
Teleperformance PH FHCS Inc
Cebu City, Cebu
2014.11 - 2019.04
- Monitored office workflow and administrative processes to keep operations running smoothly.
- Managed Customer Service Outsource of one of the biggest Online Travel Agency with a headcount of 1500 in three different sites (Cebu, Manila, Bacolod).
Call Center Manager
Teleperformance PH FHCS Inc
Cebu City, Cebu
2012.01 - 2014.01
- Proven ability to develop and implement creative solutions to complex problems.
- Skilled at working independently and collaboratively in a team environment.
- Organized and detail-oriented with a strong work ethic.
- Self-motivated, with a strong sense of personal responsibility.
- Worked well in a team setting, providing support and guidance.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Implemented quality assurance measures to monitor agent performance, ensuring adherence to company policies and procedures.
- Managed 4 Lines of Business in 3 different sites (Cebu, Manila, Bacolod)
Assistant Call Center Manager
Aegis People Support
Cebu City, Cebu
2008.01 - 2012.01
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Recommended process improvements based on regular evaluations of call center metrics, leading to consistent increases in efficiency and customer satisfaction.
- Collaborated with upper management to implement continuous improvements and exceed team goals.
- Identified opportunities for process optimization that resulted in significant time savings for both agents and customers.
- Launched 2 Premium Support for Top Tiered customers of Big Travel companies. Headcount of 150.Launched a Sales account for a Hotel Online Travel Agency. Headcount of 200.
Quality Analyst Supervisor
Aegis People Support
Cebu City, Cebu
2006.01 - 2008.01
- Identified operational inefficiencies and implemented corrective measures, leading to an overall increase in effectiveness.
- Increased team productivity by implementing efficient workflows and setting clear expectations for staff members.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained compliance with company policies, objectives, and communication goals.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
Quality Assurance Analyst
Aegis People Support
Cebu City, Cebu
2004.07 - 2006.12
- Assisted in developing company-wide quality assurance standards to ensure consistency across all projects undertaken by the organization.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Self-motivated, with a strong sense of personal responsibility.
- Assigned to monitor T1, T2, and Email
Call Center Representative
PeopleSupport
Cebu City, Cebu
2003.10 - 2004.07
- Offered comprehensive product knowledge to customers, empowering them to make informed decisions about their purchases or subscriptions.
- Responded to customer calls and emails to answer questions about products and services.
- Collaborated with team members to share best practices and improve overall team performance in meeting targets.
- Trained as T1 and T2 Representative
Education
Bachelor of Science - Physical Therapy
University of Bohol
Tagbilaran City, Bohol 1995.06 - 2000.03
Skills
Hiring and Onboarding
Business Management
Revenue Generation
Mind Mapping
Department Oversight
Operational Efficiency
Strategic planning and execution
Process Improvement
Problem-solving abilities
Team building
Change Management
Operational Excellence
Performance Improvement
Staff Development
Analytical Skills
Problem-Solving
Sound Judgment
Timeline
Senior Director of Operations
Teleperformance Inc.
2019.07 - Current
Director of Operations
Teleperformance PH FHCS Inc
2014.11 - 2019.04
Call Center Manager
Teleperformance PH FHCS Inc
2012.01 - 2014.01
Assistant Call Center Manager
Aegis People Support
2008.01 - 2012.01
Quality Analyst Supervisor
Aegis People Support
2006.01 - 2008.01
Quality Assurance Analyst
Aegis People Support
2004.07 - 2006.12
Call Center Representative
PeopleSupport
2003.10 - 2004.07
Bachelor of Science - Physical Therapy
University of Bohol
1995.06 - 2000.03