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Nell Aren

@nellaren

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Operations Manager specializing in performance management, process improvement, and client operations.

Philippines

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What I'm looking for

I’m looking for an operations leadership role where I can drive performance through data, improve workflows with well-built SOPs, and coach teams to consistently hit KPIs—supporting scalable, client-focused growth.

I’m an operations-focused leader with nearly eight years of experience in BPO environments, specializing in performance management, process improvement, and client operations. I drive achievement of performance targets through data-driven decision-making using Google Sheets and MS Excel, while delivering regular KPI updates to clients.

In my current role as Operations Manager at DeRosa Group, I lead teams, monitor daily workflow and productivity metrics, and continuously optimize SOPs to improve efficiency, service consistency, and operational stability. Previously as a Senior Team Lead at OfficePartners360, I leveraged KPI analysis, forecasting, and structured weekly business reviews to support account growth and develop 11 Team Leaders and 129 agents through transparent communication and structured coaching.

Experience

Work history, roles, and key accomplishments

Operations Manager

DeRosa Group

Oct 2023 - Jan 2026 (2 years 3 months)

Guided investors through the end-to-end investment process, ensuring accurate documentation, compliance, and timely transaction completion. Managed daily workflows and team performance while designing and continuously optimizing SOPs to improve efficiency and service consistency.

SOP Development & Compliance Team Leadership Process Improvement Cross Functional Collaboration Performance Management

Senior Team Lead

OfficePartners360

Oct 2017 - Sep 2023 (5 years 11 months)

Used Google Sheets and MS Excel to analyze operational data, monitor KPIs, and forecast trends to drive performance improvements. Led 11 team leaders and 129 agents, delivered weekly business reviews with KPI insights and action plans, and identified account growth opportunities through upselling.

Google Sheets MS Excel KPIs Process Improvement Performance Management Upselling

Customer Service Rep

Conduent

Mar 2016 - Apr 2017 (1 year 1 month)

Provided customer support for a US-based account by resolving inquiries and service issues while meeting quality and performance benchmarks.

Customer Service US Account Support Quality Client Communication Operational Support

Complaints Manager

Telstra

Aug 2013 - Feb 2016 (2 years 6 months)

Investigated and resolved complex customer complaints using root-cause analysis and coordinated with cross-department teams to address underlying issues.

Complaint Handling Root Cause Analysis Case Investigation