ALLAN DAVE DIAZ
Cebu
Summary
Leadership journey spans multiple operational roles in BPO, culminating in direct management of 500+ personnel across telecom, healthcare, and travel sectors. Proven ability to align team goals with client objectives, enhance onboarding processes, and cultivate a culture of trust and collaboration that drives consistent operational success.
Overview
23
23
years of professional experience
Work History
Business Unit Manager
AXA Philippines
05.2025 - Current
- Led business unit in the insurance industry focused on recruitment and sales, building and growing a team of financial advisors from inception.
- Managed full recruitment cycle, from sourcing and screening candidates to onboarding and early performance management, emphasizing retention and productivity.
- Coached unit members on sales techniques and client engagement, enabling new advisors to achieve early production targets more quickly.
- Work closely with agency management to align unit goals with broader branch objectives and track weekly production output against targets.
Director of Operations
Sykes / Sitel / Foundever
04.2021 - 02.2025
- Oversaw a large telecommunications account covering Customer Service, Sales, and Technical Support—managing a headcount of 500+ spread across multiple teams and shift schedules.
- Worked directly with the client on a weekly basis, presenting performance scorecards, resolving escalations, and identifying process gaps before they became bigger issues. The relationship was collaborative, not transactional.
- Held operations team accountable to SLA targets with clear expectations and provided tools and visibility, fostering autonomy and trust in delivering results.
- Coordinated closely with Workforce Management, Training, and QA to make sure all three were pulling in the same direction rather than working in silos.
- Rebuilt onboarding process for new hires and pioneer account launches, reducing time-to-proficiency by 20% during rapid ramp-up.
- Collaborated with team managers to identify early warning signs of attrition and implemented structured coaching cadence, resulting in noticeable turnover reduction within two quarters.
Operations Manager
Concentrix
05.2018 - 03.2021
- Managed a team of supervisors and 200+ agents, keeping daily operations running smoothly while staying on top of quality scores, handle times, and SLA performance.
- Maintained compliance with HIPAA guidelines and client policy requirements across all interactions — this was non-negotiable and I made sure the entire floor understood why.
- Learned quickly that healthcare customers often call in a stressed or confused state; trained the team on empathy-first handling, which had a direct impact on CSAT and first-call resolution.
- Collaborated with training and QA teams to address knowledge gaps in insurance terminology and claims navigation, leading to reduced average handling time while maintaining quality.
- Transitioned to healthcare with Concentrix, managing U.S.-based health insurance account, adapting to stricter compliance requirements and unique customer needs.
Site Operations Manager
Tech Mahindra
09.2017 - 02.2018
- Oversaw four verticals — Service, Sales, Billing, and Technical Support — ensuring alignment with performance metrics and client expectations.
- Managed daily floor operations, including staffing coverage and real-time queue monitoring, enabling supervisors to effectively support their teams.
- Prepared and presented site performance reports to senior leadership, identifying risks early and recommending timely adjustments to maintain SLAs.
Senior Manager
Teleperformance Cebu
10.2014 - 09.2017
- Managed 3 lines of business simultaneously, overseeing unique clients, SLAs, and teams of operations managers and supervisors.
- Maintained strong client relationships across all three programs, consistently meeting contractual SLA requirements and participating in quarterly business reviews.
- Conducted regular one-on-ones with operations managers to review performance data and collaboratively develop coaching plans.
- Maintained a strong presence on the floor to identify issues early and strengthen credibility with the team.
Senior Manager
Aegis Inc. Cebu
04.2014 - 10.2014
- Assumed Senior Manager role at Aegis with full account oversight — managed performance, client communications, staffing, and daily operations to ensure seamless service delivery.
- Frequently acted in the Director’s capacity during absences, handling billing disputes, financial reporting, and escalated client concerns without dropping the ball on daily operations.
- Partnered with HR and Workforce Management to build out staffing plans that met client headcount requirements while keeping costs within approved budgets.
- Prioritized team morale during organizational transition — ensured clear communication and support for staff to navigate change effectively.
Team Manager
Aegis PeopleSupport, Inc. Cebu
08.2009 - 11.2013
- Managed Team Leads and their agents, shifting focus from direct oversight to developing leadership capabilities within the team.
- Maintained strong client SLA compliance across the team and represented our performance numbers in governance calls with account management.
- Reviewed SLA and productivity data daily, collaborated with Team Leads to identify performance bottlenecks, and developed actionable plans to address them.
- Conducted performance appraisals and calibration sessions to align expectations and provide honest, constructive feedback.
Team Lead
Aegis PeopleSupport, Inc. Cebu
01.2007 - 08.2009
- Led a team of frontline agents, monitoring performance on the floor and stepping in quickly when someone was struggling — whether with a difficult call, a process gap, or a personal issue affecting their work.
- Coached and provided direct feedback on performance issues while ensuring agents felt supported.
- Documented and escalated IT and process issues promptly to minimize downtime.
Travel Executive
Aegis PeopleSupport, Inc. Manila
01.2005 - 01.2007
- Managed inbound travel reservations for hotels, flights, and car rentals, addressed changes, cancellations, and complaints in a fast-paced environment with high customer expectations.
- Led strategic initiatives to improve client satisfaction and retention through targeted engagement and service enhancements.
- Coordinated cross-functional teams to streamline operational processes, contributing to smoother workflows and service delivery.
- Recognized early on that handling a complaint matters more than the outcome itself; most customers want to feel heard before seeking a solution.
- Oversaw training programs to develop employee skills and foster teamwork.
Technical Support Representative
Sykes Cebu
12.2003 - 10.2004
- Handled technical support calls, troubleshot hardware and software issues, and managed escalation tickets for U.S.-based client, ensuring timely resolutions.
- Delivered technical assistance to customers via phone and chat, addressing inquiries and resolving issues efficiently.
- Diagnosed and resolved software and hardware issues for clients.
- Facilitated step-by-step troubleshooting processes for users, enhancing their understanding and resolved issues effectively.
- Understood role of support agents in enhancing customer satisfaction and operational efficiency.
Education
Bachelor of Arts - Political Science
University of San Carlos
Cebu City03-2003
Technical Vocational Course -
Don Bosco Technology Center
Cebu City03-1999
Secondary Education (High School) -
Don Bosco Technical High School
Cebu City03-1995
Skills
- SLA and KPI management
- Operations strategy
- Workforce planning and management
- Quality assurance
- Client relationship management
- New account development
- Talent development
- Multi-site oversight
- Call center technology
- CRM platforms
- Productivity reporting
- Channel management
- Industry knowledge
- Market knowledge
Personal Information
Title: Director of Operations | Senior Operations Leader | BPO & Contact Center Specialist
Custom
References available upon request | Open to relocation and international assignments
Timeline
Business Unit Manager
AXA Philippines
05.2025 - Current
Director of Operations
Sykes / Sitel / Foundever
04.2021 - 02.2025
Operations Manager
Concentrix
05.2018 - 03.2021
Site Operations Manager
Tech Mahindra
09.2017 - 02.2018
Senior Manager
Teleperformance Cebu
10.2014 - 09.2017
Senior Manager
Aegis Inc. Cebu
04.2014 - 10.2014
Team Manager
Aegis PeopleSupport, Inc. Cebu
08.2009 - 11.2013
Team Lead
Aegis PeopleSupport, Inc. Cebu
01.2007 - 08.2009
Travel Executive
Aegis PeopleSupport, Inc. Manila
01.2005 - 01.2007
Technical Support Representative
Sykes Cebu
12.2003 - 10.2004
Bachelor of Arts - Political Science
University of San Carlos
Technical Vocational Course -
Don Bosco Technology Center
Secondary Education (High School) -
Don Bosco Technical High School