FBFlordeliza Belmonte
@flordelizabelmonte
I optimize operations, leading teams to exceed performance goals.
PhilippinesWhat I'm looking for
I am a results-driven operations leader with a strong track record of optimizing team performance and improving processes across customer-facing industries.
At WNS I served as Deputy Manager / Operations Manager (June 2023 - May 2025), directly managing 5-8 Team Managers and 80-100 FTEs in the airline sector; I led process improvements, performance tracking, quality assurance, and training initiatives to boost service outcomes.
Previously I worked as Assistant Manager and Team Manager, supervising 15-20 agents and overseeing inbound, back-office, and sales operations across healthcare, financial, travel and technology accounts; I conducted calibrations, QA audits, employee evaluations, coaching, and onboarding.
I bring strengths in strategic planning, coaching and mentoring, customer relationship management, and hands-on process and procedure development using tools like Microsoft Office and Google Workspace to deliver measurable results.
Experience
Work history, roles, and key accomplishments
WNLed operations for an airline account, directly managing 5–8 Team Managers and 80–100 FTEs while improving process quality, performance tracking, and training to boost operational efficiency.
WNSupervised day-to-day operations of 15–20 agents in an airline account, conducting performance evaluations, QA audits, and coaching to improve service and meet SLAs.
HSInbound Bank Associate
HSBC
Feb 2020 - Aug 2021 (1 year 6 months)
Managed customer accounts and transaction processing for local and international credit card clients, resolved issues and promoted bank products to support retention and revenue goals.
TELed operations and performance tracking for a travel/hotels account, managing quality assurance, client relations and process improvements across daily operations.
TESupervised teams of 15–20 across inbound, back-office and sales in healthcare, financial and travel sectors; led coaching, training and employee relations to drive performance.
Education
Degrees, certifications, and relevant coursework
Dr. Filemon C. Aguilar Memorial College I
Bachelor of Science, Business Administration
Completed a Bachelor of Science in Business Administration at Dr. Filemon C. Aguilar Memorial College I in April 2003.
Las Piñas North National High School
High School Diploma, High School
Completed High School Diploma at Las Piñas North National High School in March 1999.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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