Wana Consencino
@wanaconsencino
Operations leader with extensive experience in team management and client relations.
What I'm looking for
As a seasoned Operations Leader and Senior Operations Manager, I have a proven track record of leading cross-functional teams and driving operational excellence across multiple global client accounts. My experience at Rocket Station has equipped me with the skills to ensure high-quality service delivery while mentoring junior and mid-level operations managers. I thrive on fostering leadership growth and team alignment, ensuring that client-VA relationships are clear and objectives are consistently met.
Throughout my career, I have successfully managed internal documentation, payroll coordination, and strategic operational enhancements. My ability to analyze performance data and implement improvement opportunities has led to significant operational efficiencies. I am passionate about promoting alignment, efficiency, and service excellence, acting as a key communication bridge between clients and remote teams.
With a background in business process management and quality assurance, I have developed and enforced SOPs to streamline workflows and enhance collaboration. My strategic approach to client relationship management has consistently driven client satisfaction and revenue growth. I am dedicated to continuous improvement and look forward to leveraging my expertise to contribute to a dynamic organization.
Experience
Work history, roles, and key accomplishments
Senior Operations Manager
Rocket Station
Jan 2021 - Jan 2025 (4 years)
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.
Operations Manager
Rocket Station
Jan 2019 - Jan 2021 (2 years)
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.
Client Services Manager
AFE (Association of Financial Educators)
Jan 2017 - Jan 2018 (1 year)
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.
Business Process Manager
MBW Furniture
Jan 2017 - Jan 2018 (1 year)
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.
Quality Manager
StockX
Jan 2017 - Jan 2018 (1 year)
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.
Project Manager
Your Practice Online
Jan 2017 - Jan 2017 (0 months)
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.
Head of Client Services
Outbounders.com
Jan 2014 - Jan 2017 (3 years)
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.
Project Launch Coordinator
Outbounders
Jan 2013 - Jan 2014 (1 year)
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.
Team Leader
Outbounders
Jan 2012 - Jan 2013 (1 year)
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.
Transaction Monitoring Evaluator
Convergys
Jan 2010 - Jan 2012 (2 years)
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.
Transition Coach
Convergys
Jan 2008 - Jan 2010 (2 years)
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.
Resolution Specialist
Convergys
Jan 2007 - Jan 2008 (1 year)
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.
Customer Service Representative
Convergys
Jan 2005 - Jan 2007 (2 years)
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.
Education
Degrees, certifications, and relevant coursework
Polytechnic University of the Philippines
BS Advertising Major in Public Relations, Advertising Major in Public Relations
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.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Interested in hiring Wana?
You can contact Wana and 90k+ other talented remote workers on Himalayas.
Message WanaFind your dream job
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
