Open to opportunities

Ed Asidao

@edasidao

Message

Operations and engagement leader who improves BPO and e-commerce performance through process optimization.

Philippines

Message

What I'm looking for

I’m looking to lead end-to-end operations in fast-paced BPO/e-commerce teams—own KPIs, drive process improvements, handle escalations, and develop people—while using data analysis and reporting to guide smarter decisions.

I’m an operations and engagement leader with 10+ years of experience driving performance across BPO and e-commerce environments. I specialize in end-to-end operations management, team leadership, and process optimization—steadily improving efficiency, resolving complex escalations, and delivering measurable results.

In my recent work as an Engagement Lead / Operations Manager / Project Manager, I take ownership of customer support, QA, reporting, and workforce management while leading teams to hit KPIs and timelines. I’ve also delivered data-driven insights as a Data Analyst and strengthened operational foundations through business and operations development, combining hands-on execution with strong ownership and accountability.

Experience

Work history, roles, and key accomplishments

Current

Engagement Lead & Ops

Current

Exyon

Jul 2025 - Present (9 months)

Owned end-to-end operations across customer support, QA, reporting, and workforce management. Led KPI delivery and handled complex escalations while implementing process improvements to reduce operational gaps.

Operations Management Project Management Workforce Scheduling QA Management Customer Escalation E Commerce Operations Process Improvement Stakeholder Management

Data Analyst

Zigzag Philippines

Feb 2022 - May 2024 (2 years 3 months)

Delivered data-driven insights to support operational and strategic decisions by building reports and dashboards for performance tracking. Identified trends and inefficiencies to help improve processes through accurate, timely reporting.

Data Analysis Reports And Dashboards Performance Tracking Trend Analysis Process Improvement Excel Google Sheets Data Quality Management

Senior Process Executive

Cognizant Technology Solutions

Mar 2020 - Feb 2022 (1 year 11 months)

Managed complex billing, policy, and compliance-related processes while improving turnaround times through process streamlining. Ensured accuracy and adherence to regulatory standards.

Compliance Management & Regulatory Quality Assurance

Team Lead & Scheduler

EcoRenew Group

Oct 2018 - Mar 2020 (1 year 5 months)

Managed team performance, scheduling, and daily operations while coaching team members to improve KPIs and service levels. Handled escalations and supported reporting and operational tracking to maintain customer satisfaction.

Team Leadership Workforce Scheduling Coaching And Training Performance Management Service Level Management Escalations Reporting

Real-Time Analyst

Accenture

Jul 2018 - Oct 2018 (3 months)

Monitored real-time metrics and adjusted staffing to meet service levels while providing operational updates to stakeholders. Produced insights used for day-to-day operational decision-making.

Monitoring Service Level Management Performance Metrics