Ahleinzh Patrick Fabian

I’m a seasoned BPO Operations Manager offering a decade of progressive experience, highly skilled in Performance Management, SLA/KPI Compliance, and Operational Strategy. I transform under-performing teams into top-site achievers by coaching and leveraging available resources.

I’ve managed a team of 50+ employees, including 4 Supervisors and 3 support staff, while delivering measurable service gains. I increased Net Promoter Score (NPS) from 48 to 54, reduced Average Handling Time (AHT) from 1300 to 1175 seconds, and decreased attrition from 5% to 2%.

In my last role at iQor Santa Rosa, I lead end-to-end operations for a telecommunications account, driving operational and coaching practices across front line leadership. I define call center operational strategies through needs assessments, performance reviews, capacity planning, and cost/benefit analyses, and I execute HR objectives by recruiting, training, scheduling, and enforcing policies.

Previously as an iQor Operations Supervisor, I managed a 15+ member team and improved cost by streamlining processes and systems. Earlier experience as a Customer Service Representative at iQor and TTEC strengthened my customer-first approach to billing support, trouble-shooting, and escalation management.