Sherwaine Cataluna

I’m a campaign operations Team Leader who directs and mentors teams to deliver consistent performance across daily inbound, outbound, and data-building workflows. I manage day-to-day operations, monitor team productivity, and ensure strict adherence to key performance indicators (KPIs) and service level agreements (SLAs).

I resolve escalated customer issues through supervisor calls and provide real-time floor support for agent queries to keep operations running smoothly. I also streamline operational procedures and workflow guidelines, successfully decreasing team Average Handle Time (AHT) by 30%, while partnering daily with clients to align on performance metrics and evolving business requirements.

I lead onboarding and training programs for new hires, achieving a 95% training assessment pass rate, and run regular coaching and actionable feedback sessions that drive continuous professional development. I analyze and synthesize campaign performance data into statistical reports to guide strategic decision-making, spearhead client-assigned projects and transitions, and support growth through B2B outbound cold calling—helping drive new sales pipelines, customer retention, and revenue collection.