Seeking a remote role in Customer Success, Customer Experience, or Operations where I can use my experience in people leadership, client management, performance, and process improvement while continuing to grow in a global, technology focused environment.
Looking for a job
Lyra Siguiente - Coronel
@lyrasiguientecoronel
Operations Manager at Concentrix Philippines, scaling customer support operations while maintaining service stability.
PhilippinesWhat I'm looking for
At Concentrix Philippines, I lead customer support operations across three lines of business, with up to 300 FTEs. I’m accountable for customer experience, quality, productivity, service levels, and financial performance across voice, chat, and email programs.
As Operations Manager, I achieved 100% headcount growth in my first year while maintaining operational stability, and earned an additional line of business through client confidence and delivery performance. Earlier at Concentrix Philippines, I supported technical, customer care, B2B, and SaaS programs, and my site ranked first among nine competing sites for six consecutive months.
Experience
Work history, roles, and key accomplishments
Current
Lead end-to-end customer support operations for up to 300 FTEs across 3 lines of business, managing 15 supervisors and 4 deputy managers. Achieved 100% headcount growth in the first year while maintaining operational stability and earned an additional line of business.
Managed 8 Team Leaders and 130 indirect reports in a chat-based technical and customer care support program. Conducted biweekly client performance reviews and triads sessions, and led weekly coaching with Team Leaders.
Led teams supporting technical support, customer care, B2B, SaaS, sales, lead-generation, and back-office programs across voice, chat, and email channels. Managed customer and client outcomes across issue resolution, escalations, quality, service levels, productivity, and revenue-related targets.
Provided real-time technical guidance to Level 1 technicians and resolved escalated customer issues. Developed and delivered technical training for Level 1 technicians to improve issue resolution and support quality.
Provided Tier 1 technical support for Dell desktop and portable systems.
PI
Credit and Collections Clerk
Prudentialife Plans Inc.
Nov 2003 - Mar 2004 (4 months)
Notified customers with delinquent accounts and assessed account disputes and billing discrepancies.
Education
Degrees, certifications, and relevant coursework
AMA Computer University
Bachelor of Science, Electronics and Communication Engineering
1997 - 2002
Bachelor of Science in Electronics and Communication Engineering from AMA Computer University, Makati City, from 1997 to 2002.
Availability
Looking for a job
Location
PhilippinesAuthorized to work in
Salary expectations
160k+ PHP
Job categories
Skills
Customer Support OperationsOperations ManagementCustomer ExperienceTechnical SupportCustomer ServiceB2B SupportSaaSSalesLead GenerationBack Office OperationsVoice supportLive ChatEmail SupportCustomer Relationship ManagementEscalation ManagementTeam ManagementRemote Team ManagementClient RelationshipsHiring coordinationBusiness Process ImprovementWorkflow OptimizationPerformance MonitoringPerformance ManagementCOPC StandardsPerformance OptimizationPerformance Analyticsperformance reportingPerformance ReviewsQuality ImprovementContact Centre OperationsB2C SupportB2B2CBPO OperationsCoaching and Mentoring
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