Neil Christian Aldueza

Delivered 92% of 18+ strategic and operational initiatives on schedule by translating leadership decisions into owners, milestones, dependencies, deadlines, reporting cadences, and escalation paths. Improved operational risk detection by 35% across four business lines by building Power BI KPI dashboards and structured operating reviews.

Improved client retention by 20% across 15+ U.S. accounts through KPI-based account reviews, early-risk identification, structured action plans, and timely service-recovery interventions. Cut onboarding and ramp time by 50% by diagnosing breakdowns across Sales, HR, IT, and Operations.

Built an operating model supporting 50+ remote employees by establishing team structures, SOPs, dashboards, quality controls, management cadences, staffing processes, and escalation frameworks from the ground up. Sustained 98% SLA compliance and 90% client retention through KPI governance, workforce planning, quality calibration, coaching, and proactive operating reviews.

Raised first-call resolution from 65% to 85% across 300+ agents by identifying repeat-contact drivers, correcting process and knowledge gaps, and strengthening quality and coaching feedback loops. Protected $2.5M in at-risk retention by diagnosing service-delivery gaps and aligning cross-functional stakeholders around corrective actions.

Reduced operating overhead by 20% while sustaining 95% service quality by leading a 200-person hybrid workforce transition and standardizing operating controls across teams. Improved CSAT from 78% to 90% through root-cause analysis, service recovery, process improvement, and frontline performance coaching.

Bachelor of Science in Computer Science from the Asian Institute of Computer Studies in Santa Rosa City, Philippines.