Open to opportunities

Rainmaker βM

@rainmakerm

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Lean-Agile operations leader driving efficiency, revenue growth, and superior customer experience.

Philippines

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What I'm looking for

I seek a senior operations role where I can lead process improvement, mentor teams, drive Lean-Agile transformations, and deliver measurable cost and quality outcomes.

I am a Lean-Agile operations leader with 19 years in BPO/BPM across sales, customer service, collections, and accounts receivable, certified as a Lean Expert and Six Sigma practitioner. I drive operational and process excellence through Lean, Agile and Six Sigma methodologies, delivering cost reductions, increased revenue, improved KPIs/SLAs and elevated customer and client satisfaction.

I have led and mentored cross-functional teams (up to 70 FTE hires and mentoring/promotions across roles), consulted on efficiency initiatives at scale, and served as hiring manager and business transition lead for large accounts including Truist Financial, Salesforce.com and Twitter (X). My achievements include process automation that reduced unapplied cash and reconciliation cycle times, deployment of global dashboards for governance, and recognition through performance awards and promotions.

Experience

Work history, roles, and key accomplishments

Assistant Manager – Consulting

Infosys BPM

Jun 2022 - Oct 2025 (3 years 4 months)

Implemented span-of-control and job-level optimization frameworks and led Lean Six Sigma initiatives to reduce costs and maximize savings; served as hiring manager and supported a 1,000 FTE business transition for Truist Financial.

Six Sigma Process Optimization Change Management Generative AI Knowledge Management Hiring

Team Leader – Accounts Receivable

IBM Philippines

Feb 2021 - Feb 2022 (1 year)

Managed end-to-end AR and customer service operations for X (formerly Twitter) and mentored a 20 FTE team across APAC and EMEA to improve service delivery and operational performance.

Accounts Receivable Customer Service Team Leadership APAC EMEA Operations Mentoring Agile Design Thinking

Team Leader – Accounts Receivable

Cognizant

Apr 2018 - Oct 2020 (2 years 6 months)

Led AR operations for Salesforce.com and Flight Centre, mentoring ~65 FTEs across regions, reduced unapplied cash via automation, accelerated allocations, and deployed global AR/CS dashboards for real-time governance.

Accounts Receivable Process Automation Dashboarding Team Leadership RPA Business Intelligence

Team Leader – Collections & Escalations

Transcom Asia PH

Jul 2014 - Apr 2018 (3 years 9 months)

Managed collections and escalations for TalkTalk UK, mentored 20 FTEs and built a succession pipeline that promoted seven staff into TL/trainer/analyst roles while overseeing incentive and commission governance.

Collections Management Coaching Succession Planning Quality Assurance Team Leadership

Assistant Operations Manager

Summit Communications BPO

Jan 2013 - Jan 2014 (1 year)

Managed sales operations for a U.S. cable and satellite provider, mentored 15 FTEs through S.M.A.R.T coaching and progressed from team leader to assistant manager to improve sales performance.

Sales & Management Coaching Operations Management KPIs Performance Improvement

Network Marketer

Amway Philippines

Mar 2010 - Jan 2012 (1 year 10 months)

Operated as a self-employed direct seller of health, beauty, and home products, building customer relationships and driving sales across product lines.

Direct Sales Network Marketing Customer Acquisition Relationship Management Product Knowledge Retail Sales

Sales Executive

SBT Japan

Apr 2009 - Feb 2010 (10 months)

Managed end-to-end export/import sales of used vehicles from Japan to EMEA and Canada, achieving top office sales including 34 cars in one month.

International Sales Export Account Management Negotiation Logistics

Sales Account Manager

DuPont Coastal Training

May 2007 - Feb 2008 (9 months)

Sold customizable learning and development courses to U.S. clients, delivering 358% attainment and $144k in sales against a $40k target.

B2B Sales Client Management Quota Attainment Proposal Development

Telemarketer

Havenlink Solutions

Jun 2006 - Apr 2007 (10 months)

Managed lead generation, subscription renewals, and appointment setting to support sales pipeline growth.

Lead Generation Appointment Setting Telemarketing Customer Outreach CRM

OFW Waiter

Jumeirah Bab Al Shams

Jan 2005 - Jan 2006 (1 year)

Provided full food and beverage service and supported kitchen and housekeeping operations at a Dubai resort; recognized as Employee of the Month.

Food and Beverage Hospitality Customer Service Teamwork Operational Support

Product Representative

Convoy Marketing Corporation

Jan 2004 - Jan 2005 (1 year)

Promoted alcoholic beverage brands through bartending events, competitions, and tradeshows to drive brand visibility and sales.

Promotion Event Marketing Bartending Trade Shows

Education

Degrees, certifications, and relevant coursework

Lyceum of the Philippines University

Bachelor of Science, Hotel and Restaurant Management

2001 - 2005

Activities and societies: Gold Medal Philippine Food Expo 2004; Student Coach 2004; Silver Medal Bar Competition 2003

Completed a Bachelor of Science in Hotel and Restaurant Management, earning awards in culinary and bartending competitions and serving as a student coach.