Open to opportunities

Joseph Thelmo

@josephthelmo

Message

I lead BPO operations, client partnerships, and performance improvement at scale.

Philippines

Message

What I'm looking for

I'm looking to lead large-scale operations and client partnerships where I can improve service delivery, develop future leaders, use data to drive performance, and deliver sustainable business growth.

I've led BPO operations across ContactPoint 360, Athena, Alorica, Wipro, Genpact, Cognizant Technologies, and Convergys Philippines, managing multi-site teams, client partnerships, and service delivery. My work centers on improving customer experience, quality, productivity, compliance, and profitability.

At Cognizant, I led retail life insurance operations for 60–150 associates across Cebu and Manila, delivered a 16% AHT reduction worth over US$300,000 annually, and maintained a 0% abandon rate for several months. At Alorica, I led a 500+ FTE financial services account across two sites, improving CSAT/NPS by 10% and reducing attrition by 8% within six months.

I'm committed to developing leaders, using KPI-driven insights to solve operational challenges, and building client relationships that create sustainable results.

Experience

Work history, roles, and key accomplishments

Current

Senior Operations Manager

Current

ContactPoint 360

Mar 2026 - Present (5 months)

Lead multiple operations teams, ensuring achievement of service level, quality, productivity, and customer experience targets. Drive performance management initiatives through data analysis, KPI monitoring, and targeted coaching strategies.