Open to opportunities

Melissa Go

@melissago

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Results-driven operations leader with a focus on revenue growth.

Philippines

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What I'm looking for

I am looking for a role that challenges me and allows for growth, where I can leverage my skills in operations and team leadership to drive success.

I am an operations director with over 15 years of experience in the BPO, telecommunications, and e-commerce sectors. My career has been marked by a commitment to driving multimillion-dollar growth initiatives and managing global teams effectively. I pride myself on my ability to handle high-risk customer escalations while fostering a culture of integrity and agility within my teams.

Throughout my career, I have successfully led remote hiring, training, and performance management, enabling significant business growth and operational scalability. My strategic planning and operational oversight have consistently resulted in enhanced reporting processes and improved KPI tracking. I am adept at leveraging digital tools to streamline communication and ensure efficient collaboration across distributed teams.

My leadership style emphasizes cross-functional collaboration and performance optimization, which has led to achieving top vendor rankings and exceeding performance benchmarks. I am passionate about developing strong client relations and stakeholder engagement, and I strive to create environments where teams can thrive and achieve their best results.

Experience

Work history, roles, and key accomplishments

Operations Director

Rogers Hollow Consulting

Jan 2024 - Jan 2024 (0 months)

Managed full operational oversight for the company’s most profitable campaign, ensuring service excellence and escalation response. Led remote hiring, training, and performance management across distributed teams, enabling a 70% projected business growth through strategic planning and operational scalability.

Operations Management Remote Team Performance Management Strategic Planning KPI Tracking Escalation Management Business Growth

Operations Director

HBE Legacy Concept Inc.

Jan 2023 - Jan 2024 (1 year)

Streamlined policies and processes to improve workforce productivity and reduce losses. Managed payroll and budgeting, leading to reduced costs and decreased financial risks while enhancing market appeal through innovative product designs.

Budget Management Payroll Management Productivity Product Innovation Stakeholder Engagement Process Optimization Team Collaboration

Operations Director

Afni Philippines, Inc.

Sep 2019 - Jan 2023 (3 years 4 months)

Maintained operational excellence during the pandemic through effective remote leadership. Handled business-critical escalations, achieving $1.7M monthly revenue while maintaining KPI adherence and team retention at 93%. Led Pay for Performance program initiatives, earning top director awards.

Remote Leadership Escalation Management Revenue Performance Management Business Continuity Program Director Strategic Planning

Operations Director

Alorica Philippines, Inc.

Jan 2009 - Sep 2019 (10 years 8 months)

Led multiple campaigns across sales, tech support, and customer service for major global brands. Improved Bill-to-Pay performance by 7% through staff optimization and strategic operational planning, consistently achieving ±2% variance to revenue and budget.

Campaign Management Sales Leadership Customer Service Performance Optimization Revenue Management

Operations Manager

NCO Group, Inc.

Jan 2007 - Jan 2009 (2 years)

Executed seasonal ramp plans for a major internet revenue-generating company, ensuring quality assurance and training compliance for a multinational telecommunications client.

Quality Assurance Telecommunications Team Coordination Performance Monitoring Client Management Strategic Planning Resource Allocation

Education

Degrees, certifications, and relevant coursework

Miriam College

Bachelor of Arts, Communication Arts

1999 - 2003

Activities and societies: President of Communication Arts & Advertising Society

Studied Communication Arts with a focus on advertising and media. Served as the President of the Communication Arts & Advertising Society, leading initiatives to enhance student engagement and professional development.