Liz Sabino

Leads a portfolio of Executive Partners supporting high-performing clients across diverse industries. Responsible for developing, implementing, and validating coaching strategies and operational initiatives to achieve performance excellence and client satisfaction. Analyzes performance data to identify gaps, drive continuous improvement, and implement scalable solutions across teams.

Led the Customer Service Philippines Leadership Team for Retail and Cards Cebu Operations, responsible for creating and implementing strategies to achieve business objectives. Regularly reviewed results and identified procedural and operational changes to improve performance. Managed team performance by coaching on key behaviors and utilizing performance management resources.

Accountable for establishing and maintaining a sound operational system based on client needs and continuous improvement to maximize customer satisfaction and revenue. Oversaw the entire operations to ensure synergy and alignment across divisions. Conducted business reviews with clients and stakeholders, managing ongoing relationships driven by specific performance and cost metrics.

Managed and designed quality and productivity programs for the organization, focusing on continuous improvement and building awareness among team members. Accounted for systematic, standardized, and updated processes across all teams. Supervised and motivated the team, ensuring effective implementation of client programs and identifying efficiency improvements.

Oversaw the entire Quality Assurance and Training department, including designing, implementing, and monitoring QA formats and standards. Designed, approved, and evaluated all training programs and materials. Conducted and analyzed Training Needs Analysis (TNA) for the QA team, ensuring client KPIs and performance parameters were met.

Focused on team performance and attrition through effective leadership and weekly one-on-one sessions with direct reports. Managed escalation procedures and ensured service levels were maintained. Assessed, documented, tracked, and monitored problems to ensure timely resolution.

Monitored and evaluated calls based on client-specific criteria, escalating detailed information to clients and supervisors. Answered operations questions concerning QA guidelines and policies, and participated in calibration sessions with various teams. Identified major quality-based opportunities using root cause analysis and disseminated information effectively.

Responded to customer inquiries and provided technical support via phone, email, and chat, troubleshooting technical issues and escalating complex problems. Researched, diagnosed, documented, and resolved software and hardware issues. Guided clients through step-by-step solutions, ensuring understanding and satisfaction, and maintained accurate records of interactions.

Activities and societies: Sykes Training Expo Exhibitor/Speaker (September 2017), Sykes SPARK Leader, Attended SPARK Leaders Congress (March 2017), Attended SPARK Insights Discovery Workshop (July 2017)

Completed a Bachelor of Science in Management at the University of the Philippines Visayas Tacloban College. Gained foundational knowledge in management principles and practices.