Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Rommuel Lingan

Franklin,TAS

Summary

Dynamic operations leader with a proven track record at Open Access, driving an 8% revenue increase through innovative performance management and coaching methodologies. Expert in operational management and employee engagement, fostering high-performing teams and achieving a client NPS of over 70%. Adept at cross-functional collaboration and compliance management.

Overview

20
20
years of professional experience
1
1
Certification

Work History

Head of Operations Support

Open Access
Makati, Metro Manila
04.2022 - Current
  • Manages the organization’s key operational support departments – Quality and Knowledge Support, Data and Reporting, Workforce, and Business Continuity management teams, composed of 70 analysts, supporting 30 clients.
  • Plays a key consultative role in the organization’s revenue achievement and cost management tools and processes, anchored on the OBRA (Operations Billable Revenue Attainment) dashboard and operational cadence, leading to an overall improvement of 8% in annual revenue achievement post-implementation in 2022, and consistent attainment of at least 30% in contribution margins.
  • Redesigned and implemented a top-down coaching methodology, instituted OACIS (Open Access Coach the “I”s – Improve, Instruct, Instill and Inspire”) which created an organizational coaching method and brand, leading to improved agents’ KPI attainment performance and coaching compliance , resonating t0 76% employee NPS and limiting monthly average attrition to less than 4%, annualized at 46% for 2024.
  • Streamlined the organization’s overall approach to performance management by creating a system for measuring overall performance. Architect of the enterprise-wide performance dashboard – OPUS (Operations Unified Scorecard), standardizing the measurement of success for profitability, people, and program performance.
  • Institutionalized the annual client survey aptly called Purpose and Partnership pulse, paving the way to better relationship with the clients by understanding strengths and weaknesses, achieving a client NPS of 70+% for the past two years, from a low of 50% pre implementation
  • Plays an active consultative role in the organization’s accreditation and certification to ISO, SOC2, HIPAA and PCI DSS controls and compliance standards as well as contractual obligations in the clients’ SOW

Senior Operations Manager/Operations Manager, Customer Experience

Sitel/Foundever
Pasig City, Metro Manila
05.2013 - 04.2022
  • Managed the operations of three accounts (Help Desk, Technical Support, Sales, and Retention LOBs), supervising and mentoring five Operations Managers, eighteen Coaches, and 350 agents in a 24/7 operations model across five channels (Voice, Chat, Email, Self-Service/Back Office, and SMS).
  • Executed, maintained, and improved operational processes that delivered consistent 90% contractual client metric achievement and 100% financial commitments.
  • Spearheaded employee engagement, coaching, and development that translates into monthly averages of 95% employee retention and less than 5% absenteeism, both in the onsite and work-at-home environments.
  • Facilitated client discussions revolving around performance commitments, as well as reviewed and reevaluated contractual targets, improvement plans, and process enhancements.
  • Maintained an active partnership with other functional departments to ensure that the Workforce, Quality, Training, and Recruitment teams are delivering their respective accountabilities.
  • Championed and sponsored process improvement actions to bridge performance gaps and exceed client expectations.
  • Served as an active contributor and consultant of sales presentations by providing tried-and-tested operational blueprints for potential clients, as well as during the launch and implementation of new programs.

Quality, Resolution ,Client Satisfaction Manager

Sitel
Pasig City, Metro Manila
03.2010 - 05.2013
  • Served as the metric champion for the critical metrics of a U.S.-based telecom account, focusing on the achievement of quality assurance, first contact resolution, and client satisfaction scores.
  • Managed 60 Quality Analysts and Subject Matter Experts, which supported operations' day-to-day service delivery.
  • Spearheaded process improvement recommendations and shift-left activities to reduce contacts and detractors.

Team Leader / Performance Coach

Sitel
02.2006 - 03.2010
  • Supervised a team of 20 customer service representatives.
  • Conducted regular performance coaching and executed improvement plans.
  • Analyzed data from various sources to identify areas of improvement for team members.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Served as point of escalation in customer transactions

Customer Service Subject Matter Expert

Client Logic/ Sitel
Pasig City, Metro Manila
11.2005 - 02.2007
  • Delivered a world class customer service experience for an airline rewards redemption provider
  • Learned the fundamentals of Customer Service BPO and contact centre operations.
  • Supported peers in handling escalations and served as back up team lead

Education

GED -

University of The Philippines
Manila

Skills

  • Operational management
  • Process improvement
  • Data analysis
  • Quality assurance
  • Employee engagement
  • Project management
  • KPI development
  • Cross-functional collaboration
  • Scheduling coordination
  • Coaching methodology
  • Compliance requirements
  • Program management
  • Project planning and development
  • Customer service
  • Business and operations management
  • Workforce management
  • Budgeting and cost control
  • Customer relationship management (CRM)
  • Data management
  • Client relationships

Certification

  • Greenbelt, Lean Sigma
  • Project Management - AGILE
  • Operations Managment - Sitel Academy
  • Contact Center Financial Managment - Sitel Academy/ Senior Manager Training
  • Change Management

References

References available upon request.

Timeline

Head of Operations Support

Open Access
04.2022 - Current

Senior Operations Manager/Operations Manager, Customer Experience

Sitel/Foundever
05.2013 - 04.2022

Quality, Resolution ,Client Satisfaction Manager

Sitel
03.2010 - 05.2013

Team Leader / Performance Coach

Sitel
02.2006 - 03.2010

Customer Service Subject Matter Expert

Client Logic/ Sitel
11.2005 - 02.2007

GED -

University of The Philippines

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Rommuel Lingan