Open to opportunities

Kenneth Adanza

@kennethadanza

Message

I lead BPO operations that scale teams, improve performance, and strengthen client partnerships.

Philippines

Message

What I'm looking for

I'm looking to lead scalable operations, strengthen client partnerships, optimize performance, and build high-performing teams through strategic execution and continuous improvement.

I've led operations and client relations at Virtual Buddy 24/7 Data Processing Services, supporting 1,000–2,000 employees across multiple campaigns and departments. I drove growth strategies, campaign launches, operational restructuring, and resource planning that improved productivity by 15–25%.

I build KPI-driven performance systems that increase conversion rates, reduce AHT, improve service delivery, and maintain SLA performance. I also develop leadership teams, strengthen client partnerships, and align operations, QA, training, and client success teams around scalable execution.

Earlier, I investigated retail fraud at JP Morgan Chase & Co. and led teams at Teleperformance. My BPO foundation includes customer service, technical support, escalations, billing, case ownership, and customer retention at Qualfon.

Experience

Work history, roles, and key accomplishments

Director of Operations

Virtual Buddy

Mar 2022 - Apr 2026 (4 years 1 month)

Oversaw large-scale operations supporting 1,000–2,000 employees, driving efficiency and scalability across multiple campaigns and departments. Led execution of growth strategies and spearheaded high-impact initiatives including campaign launches and operational restructuring.

Operational Leadership Strategic Planning Project Leadership Resource Optimization Performance Management Client Relations Process Improvement team development Cross Functional Collaboration Risk Management KPI Management

Retail Fraud Specialist

JP Morgan Chase & Co.

Mar 2020 - Feb 2022 (1 year 11 months)

Identified and investigated suspicious transactions and behavioral patterns, preventing potential losses and strengthening fraud prevention controls across retail accounts. Managed end-to-end fraud cases and ensured strict adherence to banking regulations.

Fraud Detection Risk Assessment Case Management Regulatory Compliance Process Improvement Data Analysis

Supervisor

Teleperformance

Oct 2019 - Feb 2020 (4 months)

Oversaw 20–25 teams across multiple functions, providing coaching, mentorship, and performance feedback. Managed workforce distribution and task assignments, ensuring optimal staffing levels and efficient use of resources.

Team Leadership Performance Monitoring Workflow Management Coaching Mentorship

Customer Service Representative

Qualfon

Oct 2015 - Sep 2019 (3 years 11 months)

Delivered high-quality customer support by handling inquiries, resolving concerns, and ensuring a positive customer experience. Provided troubleshooting assistance for technical issues and managed billing-related inquiries.

Customer Service Technical Support Escalation Management Billing Support Problem Solving Process Adherence