Wana Consencino

Led cross-functional teams across multiple global client accounts, ensuring consistent delivery of high-quality service and operational continuity. Collaborated with the Head of Operations and division leaders to mentor and develop junior and mid-level operations managers, fostering leadership growth and team alignment.

Managed daily operations of remote teams, ensuring alignment with client objectives and company performance standards. Addressed and escalated client concerns promptly, delivering effective resolutions and enhancing client satisfaction.

Managed key client accounts by serving as the primary point of contact for service delivery updates, campaign performance, and ongoing support. Provided regular updates to clients regarding the progress of educational initiatives, ensuring alignment with project goals and timelines.

Designed and implemented end-to-end business processes, significantly improving operational efficiency and scalability. Led warehouse and customer service teams, driving productivity and ensuring alignment with company goals.

Ensured organizational quality standards aligned with evolving client requirements and industry benchmarks. Assessed vendor quality systems and internal processes to uphold compliance and operational excellence.

Managed end-to-end website development projects for healthcare clients, overseeing timelines, design coordination, content integration, and final approvals. Acted as the central point of contact between clients and internal teams to ensure seamless workflow and on-time delivery.

Led the end-to-end client onboarding and campaign launch process, building trust through transparent communication, structured workflows, and timely execution. Managed the strategic rollout of new campaigns alongside Project Launch Coordinators, ensuring all phases were executed smoothly and effectively.

Led end-to-end campaign launches from initial planning to stabilization, ensuring seamless transitions from business development to operations. Managed onboarding, training, and resource coordination in collaboration with HR and IT, enabling fast and effective team deployment.

Managed the daily performance and productivity of call center agents to ensure alignment with client-driven KPIs and service quality standards. Monitored and evaluated agent calls to ensure adherence to company procedures, quality benchmarks, and client expectations.

Conducted agent evaluations through call and case analysis, focusing on Quality and CSAT performance. Created and analyzed trend reports to identify performance gaps and recommend actionable improvements.

Managed and supported new hire agents, bridging the gap between training and production readiness. Provided regular status updates on team progress, ensuring alignment with program goals and timelines.

Handled escalated and supervisory-level calls, resolving moderately complex customer issues with professionalism and sound judgment. Performed Escalations Specialist duties, ensuring swift and compliant resolution of sensitive customer concerns.

Handled high volumes of inbound calls while identifying customer needs and providing accurate, timely solutions. Upsold products and services to meet sales targets and enhance customer satisfaction.

Studied the fundamentals of advertising and public relations, focusing on strategic communication and campaign development. Gained expertise in media relations, brand management, and consumer behavior.