Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Certification
Timeline
Generic
Esmeraldo Pollisco

Esmeraldo Pollisco

Asquith,NSW

Summary

Accomplished Operations Manager with extensive experience in the outsourcing and offshoring sector, recognized for driving improvements in contact center performance by aligning operations with industry benchmarks. Certified as a COPC® Customer Experience (CX) Implementation Leader, reflecting a strong commitment to enhancing customer satisfaction and operational efficiency. Skilled in Performance Management, Business Process Outsourcing (BPO), and Team Leadership, with a proven track record of delivering significant revenue growth. Studied Speech Communication at the University of the Philippines, gaining expertise in effective communication strategies and global best practices for superior CX operations.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Customer Service Manager

Device Technologies
Belrose, NSW
09.2023 - Current
  • Lead a team of customer service professionals, ensuring the delivery of high-quality support across phone and email channels for a medical technology distributor.
  • Drive process improvements and maintain operational excellence through regular analysis of team performance metrics, and workflow optimization.
  • Conduct in-depth data analysis to monitor KPIs, identify trends, and implement targeted strategies to improve customer satisfaction, reduce resolution times, and enhance team productivity.
  • Spearhead training and quality initiatives, including developing training curricula, conducting audits, and organizing toolbox sessions to address performance gaps, and ensure consistent service standards.
  • Oversee the coordination of GRAs, order processing, and service desk operations, ensuring timely resolutions, and adherence to company policies.
  • Act as the primary point of contact for internal and external audits, ensuring compliance with industry regulations and company standards.
  • Manage escalations and resolve complex customer disputes, fostering strong relationships with clients and internal stakeholders.
  • Provide leadership during critical periods, such as the end of the month and staffing shortages, stepping into coordinator or team lead roles as needed.

Service Delivery Manager

Exela Technologies
San Francisco, CA
06.2021 - 05.2023
  • Develop, implement, and optimize service delivery processes to enhance operational efficiency and customer satisfaction.
  • Monitor service level agreements (SLAs) and key performance indicators (KPIs) to ensure compliance and take corrective actions as needed.
  • Coordinate with cross-functional teams to resolve service delivery issues and ensure timely resolution of customer complaints or inquiries.
  • Oversee day-to-day office operations, including facilities management, supplies procurement, and vendor management.
  • Develop and implement office policies and procedures to ensure smooth functioning of the office and adherence to company guidelines.
  • Build and maintain strong relationships with internal and external stakeholders, including clients, vendors, and partners.
  • Develop and analyze performance metrics and data to identify trends, areas for improvement, and opportunities for cost savings.
  • Prepare and present regular reports to senior management on service delivery performance, operational efficiency, and other relevant areas.

Office Manager

Rachelle's Home Inc
Watsonville, CA
09.2019 - 05.2021
  • Oversaw day-to-day office operations, including receiving and organizing correspondence, answering and forwarding calls and creating business letters and records.
  • Handled scheduling and managed timely and effective allocation of resources and calendars.
  • Distributed company correspondence, including memos and updates to reinforce and apprise departments and divisions of corporate objectives and developments.
  • Trained and mentored administrative staff members in company policies, daily task execution and industry best practices.

Operations Manager

Galanter & Jones San Francisco
San Francisco, CA
06.2019 - 10.2019
  • Responsible for overseeing day-to-day operations of a locally owned heated furniture manufacturing company in San Francisco, California.
  • Responsibilities included logistics, client relations, inventory management, pre-sales, customer service, and overall maintenance of operational structure.
  • Responsibilities: Operations: Bridging the gap between front office sales and the production team.
  • Responsible for inventory management, scheduling, and production work schedule, Logistics: In charge of providing delivery arrangements across the globe via World Wide Express.
  • Client Management: Responsible for all initial client interactions via email and phone.
  • Key Achievements: Implemented a real-time production dashboard that included day-to-day work schedule, service calls, inventory control, and production forecast.
  • Increased the company’s production efficiency by 50%.
  • Shortened initial production time from 8 weeks to 4 weeks.

Operations Manager

GOOGLE - Funnel Management and Partners
Taguig, Philippines
03.2018 - 02.2019
  • Managed 2 pioneer LOBs that focused on global pre-sales for Google ads (back office, voice, and B2B).
  • In Charge of general operational processes, implementations, business reviews, client relations, and overall performance management.
  • Created and developed global processes that positively influenced all major stakeholders across the globe.
  • Responsibilities: Relationship Management: Served as a Primary Interface to regional sales and business organizations by developing customer proposals, sales tools and providing training and account support, significantly improving customer acquisition.
  • Account Management: Primary contact for Google Funnel Management and responsible for client business reviews, project implementation, change management, and ensures KPIs are met across the board.
  • Data Analysis: Responsibilities included the creation of the business review format presented new KPIs to the client that benefit the growth of the program, generating daily/weekly/monthly progress reports proactively for client visibility.

Senior Team Leader

GOOGLE
Taguig
03.2017 - 03.2018
  • Funnel Management Global Back Office Account.
  • In charge of general operational upkeep, client relations, and performance management.
  • Responsibilities also included non-agent development for quality analyst, trainer, team lead, and business analyst.
  • Responsibilities: Account Management: In charge of day-to-day operational responsibilities similar to the task of an Operations Manager.
  • Responsibilities included KPI upkeep, business reviews, and reports analysis.
  • Peer Development: Created KPIs for Team Leader, Quality Analyst and Business Analyst in accordance to program requirements given that these are all newly opened positions.
  • Team Management: Included the implementation of different programs and action plans that cater to the development of all the agents and management team.
  • Key Achievements: Successful acquisition and immersion of the Quality and Business Analyst positions to the program.
  • Successful presentation of these two new key roles to the clients.
  • Created the quality process for Funnel Management.
  • Successful roll-out of the brand new process, changing the program from quantity-based metrics to meeting individual regional targets.

Team Lead

Teledirect Telecommerce Philippines, GOOGLE
08.2015 - 03.2017
  • Sales Receptions Desk (GDESK) & Funnel Management Pioneer Team Lead for both global LOBs.
  • As a startup, responsibilities included staffing, forecasting, team management, KPI development, client services, training, instructional design and business analytics.
  • Responsibilities: Start-up Management: Alongside Google clients, implemented KPIs to accurately measure program success and overall business impact.
  • Team Management: In-charge of ensuring that KPIs are met by the whole team of 28 representatives.
  • Training: Considered as a start-up, responsibilities included new hire training and curriculum development throughout the first two quarters of both accounts.
  • This included instructor-led training and certifications.
  • Workforce Management: Developed workforce, scheduling and forecasting for the account during the early stages of the program.
  • Key Achievements: Recognized as the top Team Leader for a full year by consistently exceeding client-set KPIs that benchmarked the program’s standards.
  • After a year, tasked to launch a brand new program called Funnel Management that dealt with the filtration of incomplete Google Ads sign-ups online.
  • This account eventually became one of the top lead sources for inbound sales teams globally.

Team Lead

Concentrix Philippines
06.2014 - 08.2015
  • MICROSOFT - Accounts and Billing & WINDOWS 10 Pioneer Team lead for the Launch of Windows 10.
  • Dealt with initial technical support and billing.
  • Responsibilities: Start-up Management: Became a part of the first team that handled Windows 10 when it launched in 2015.
  • Responsibilities included KPI development, training, and client communications which were essential to the pilot account.
  • Team Management: Ensured that the team met KPIs and were well-informed of the numerous up-trainings provided by Microsoft.
  • Key Achievements: Successfully launched the pilot account which then grew to a headcount of 100 representatives in a span of three quarters.

Language/Communication Coach

Concentrix Philippines, MICROSOFT - SKYPE & WINDOWS 10
02.2014 - 06.2014
  • Communications specialist focused on CSAT development, training, reports and operational validation.
  • Responsibilities included regular progress reports and presentations to multiple stakeholders, coaching sessions, and training programs that influences major KPIs.
  • Responsibilities: Monitor calls on the operations floor and provide coaching and feedback to customer service executives on the floor so as to improve their communications skills.
  • Conduct limited training delivery in a classroom to reinforce CORE training sessions.
  • Identify areas of improvement with individual agents and coach them to improve their skills.
  • Develop training modules and customize them as per client’s requirements.
  • Key Achievements: Recognized as the top Language Coach for the account.
  • Projects that were implemented increased CSAT scores by 10% consistently for one fiscal year.

Universal Trainer

Concentrix, AT&T - UVERSE
05.2013 - 02.2014
  • Trained new hires on both language and technical aspects of the program.
  • Also dealt with curriculum development and implementation.
  • Responsibilities: Delivered the required voice & communication coaching efficiently.
  • Language Trainer: Conducted training on basic communication, climate and culture in the BPO setting for incoming new-hires.
  • Product Trainer: Conducted training on all technical aspects of AT&T-U VERSE that includes troubleshooting for TV, internet, and home phone.
  • Tasked as overall subject matter expert for the account.
  • Key Achievements: Collaborated in the development of training modules for both communication and product specific.

Technical Support Rep II

Concentrix, AT&T - UVERSE
07.2011 - 05.2013
  • Triple play technical support account that dealt with internet, mobile phone, landline, and TV services.
  • Profiled as a subject matter expert after 6 months.
  • Highly technical account that dealt with hardware and software issues.
  • Responsibilities: Technical support representative for internet, mobile phone, landline, and TV issues.
  • Key Achievements: Awarded as the top upseller of the account in 2011.
  • Promoted as subject matter expert after only six months in the program.
  • Assigned to assist a brand new site of the same account as a subject matter expert.

Education

Bachelor of Arts - Communications, Speech Communications

University of The Philippines
Baguio City

Skills

  • Salesforce, Salesforce Lightning, Google Analytics, Data Manipulations such as Data Imports
  • G Suite
  • Account Management, Team Lead
  • ADP
  • Order Management system
  • B2B, Logistics
  • Benchmarking, Microsoft Excel
  • Business Analyst,
  • Performance management
  • Analyst, Processes
  • Change Management, Progress
  • Coach, Proposals
  • Coaching, Quality
  • Communications skills, Real-time
  • Client Management
  • Curriculum development, Scheduling
  • Client, Staffing
  • Relations, Team Management
  • Technical support
  • Client relations,
  • Training delivery
  • Trainer
  • Customer Service, Training programs
  • Data Analysis, Troubleshooting
  • Inventory management

Additional Information

  • Honors & awards , Top Operations Manager (2018) - Teledirect Telecommerce Outstanding Leadership Award (2017) - Teledirect Telecommerce Team Lead of the Year (2016) - Teledirect Telecommerce Top Communications Coach (2014) - Concentrix

Accomplishments

  • Top Operations Manager (2018) - Teledirect Telecommerce
  • Outstanding Leadership Award (2017) - Teledirect Telecommerce
  • Team Lead of the Year (2016) - Teledirect Telecommerce
  • Top Communications Coach (2014) - Concentrix

Certification

COPC - Customer Operations Performance Center Center

Certified Implementations Leader (2018)

Timeline

Customer Service Manager

Device Technologies
09.2023 - Current

Service Delivery Manager

Exela Technologies
06.2021 - 05.2023

Office Manager

Rachelle's Home Inc
09.2019 - 05.2021

Operations Manager

Galanter & Jones San Francisco
06.2019 - 10.2019

Operations Manager

GOOGLE - Funnel Management and Partners
03.2018 - 02.2019

Senior Team Leader

GOOGLE
03.2017 - 03.2018

Team Lead

Teledirect Telecommerce Philippines, GOOGLE
08.2015 - 03.2017

Team Lead

Concentrix Philippines
06.2014 - 08.2015

Language/Communication Coach

Concentrix Philippines, MICROSOFT - SKYPE & WINDOWS 10
02.2014 - 06.2014

Universal Trainer

Concentrix, AT&T - UVERSE
05.2013 - 02.2014

Technical Support Rep II

Concentrix, AT&T - UVERSE
07.2011 - 05.2013

Bachelor of Arts - Communications, Speech Communications

University of The Philippines

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Esmeraldo Pollisco