Nell Aren
@nellaren
Operations Manager specializing in performance management, process improvement, and client operations.
What I'm looking for
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.
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.
Provided customer support for a US-based account by resolving inquiries and service issues while meeting quality and performance benchmarks.
Investigated and resolved complex customer complaints using root-cause analysis and coordinated with cross-department teams to address underlying issues.
Education
Degrees, certifications, and relevant coursework
Velez College
Bachelor of Nursing, Nursing
Earned a Bachelor's degree in Nursing at Velez College in Cebu City, Philippines.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Salary expectations
Social media
Job categories
Skills
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