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Koi Dulay

@koidulay

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Delivery Manager at XBPA Asia, leading service delivery across healthcare and logistics BPO operations.

Philippines

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At XBPA Asia, I lead service delivery across healthcare and logistics operations, ensuring SLAs, quality targets, and client deliverables are met. I also serve as the senior point of contact for client reviews and escalations.

Before becoming Delivery Manager, I worked as a Production Supervisor at SourceHOV and held Team Leader and Data Entry Operator roles at S-Corp Philippines. My experience includes monitoring production and team metrics, coordinating staffing, and supporting productivity and quality.

Experience

Work history, roles, and key accomplishments

Current

Delivery Manager

Current

XBP Asia

Jan 2015 - Present (11 years 9 months)

Ensure SLAs, quality targets, and client deliverables are consistently met across operations. Lead supervisors and team leaders while managing staffing and workforce planning.

SLA Management Quality Assurance Customer Relationship Management Workforce Planning Leadership Operations Management

Production Supervisor

SourceHOV

Jan 2013 - Dec 2015 (2 years 11 months)

Monitored production floor activities to ensure targets, quality, and turnaround times are met. Provided performance feedback to associates to sustain productivity.

Production Monitoring Quality Control Performance Management Cross functional Coordination Metrics Tracking

Team Leader

S-Corp Philippines

Jan 2011 - Dec 2013 (2 years 11 months)

Monitored individual and team metrics to ensure daily targets and quality standards are consistently met. Conducted one-on-one coaching sessions and side-by-side monitoring to improve agent skills and performance.

Team Leadership Performance Monitoring Coaching Quality Assurance Metrics Analysis