Amadelyn Bustamante
Manager, Customer Order Management
Paranaque City
Summary
Results-driven and people-focused leader with 16 years of experience across Finance, Technology, Telecommunications, Travel, and Hospitality. Scaled RCM operations from 30 to 100 FTEs and led CHIP-wide implementation of a performance scorecard and stakeholder engagement strategy. Known for cross-functional leadership, process optimization, and aligning teams with strategic priorities. A dedicated leader who builds trust, empowers teams, and inspires a culture of accountability and excellence.
Overview
21
21
years of professional experience
8
8
years of post-secondary education
3
3
Certifications
Work History
Manager, Customer Order Management
Cardinal Health International Philippines
07.2020 - Current
- Oversee the daily operations of Revenue Cycle Management, ensuring the delivery of high-quality and timely service to our customers and partners.
- Mentor and coach a team of supervisors to foster culture of excellence, collaboration and continuous improvement.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
- Co-leading Pillar 1 project across CHIP in enhancing customer experience through high-performance delivery, and stakeholder partnership.
- Managing the Reports Analyst team, who works closely with AHS and other departments.
- Member of the Global Connectors in the GBS space
Contact Center Manager
Teleperformance
07.2015 - 06.2020
- Overall in charge of day-to-day operations, responsible for the attainment of client goals, efficiency targets, and entire center performance.
- Executed action plans to improve and maintain KPI targets.
- Managed the financials of the program by establishing yearly budget, looking into costs and margins, projecting revenues and ensuring +/- 2% forecast accuracy
- Acted as Technical Account Manager (TAM) for the program by facilitating all IT-related activities and initiatives with client and company IT
- Cultivated strong partnership with clients and enterprise partners thru constant collaboration and communication
- Ensured developmental goals of direct reports are met and achieved through coaching and mentorship.
Operations Manager
Aegis PeopleSupport, Inc.
09.2011 - 06.2015
- Oversaw the daily activities of team leads and support staff of the operations team.
- Coordinated with clients and management on account performance, and other process-related updates.
- Supervised and mentored eight (8) teams and leaders to ensure consistent performance
- Developed and implemented projects such as team lead playbook to ensure smooth transition from agent promotion to leadership role and mentoring program for dedicated coaches of new hires
Team Lead
PeopleSupport Phils., Inc.
09.2008 - 08.2011
- Worked with team members to improve performance and achieve account targets.
- Conducted regular coaching and feedback to direct reports.
- Monitored and tracked agent performance on a consistent basis.
- Evaluated employee skills and knowledge through the 5th month evaluation, mid-year feedback, and annual performance appraisal.
- Collaborated with Quality Assurance and Training teams to review current processes and identify performance gaps
- Mentored Assistant Team Leads (ATLs) by providing value-added tasks and making them in charge of select members.
Audit Supervisor
PeopleSupport Phils., Inc.
05.2007 - 08.2008
- Responsible for reviewing and auditing account-level processes and practices.
- Created and enforced audit guidelines to improve process efficiency
- Coordinated with the Operations team in identifying challenges that need to be addressed, and provided analysis and recommendations to help address these.
- Implemented several initiatives to increase employee morale and hype the program.
- Conducted focus group discussions to understand the current state of the program in relation to employee satisfaction.
- Created and compiled an account playbook for the proper documentation of processes and procedures.
Team Supervisor
PeopleSupport Phils., Inc.
09.2006 - 04.2007
- Worked with team members to improve performance and achieve account targets
- Conducted regular coaching and feedback to direct reports
- Monitored and tracked agent performance on a consistent basis
- Evaluated employee skills and knowledge through the 5th month evaluation, mid-year feedback, and annual performance appraisal.
- Collaborated with Quality Assurance and Training teams to review current processes and identify performance gaps
Assistant Team Leader
PeopleSupport Phils., Inc.
06.2005 - 08.2006
- Handled escalated calls, and provided coaching on these escalations.
- Assisted fellow agents and new hires in resolving customer’s concerns
- Monitored team performance, such as schedule adherence, handle time, and quality scores.
- Processed refunds and other customer requests.
- Facilitated team meetings, as requested by the direct supervisor.
- Acted as the point of contact in the absence of a supervisor.
ERep/Customer Care Representative
PeopleSupport Phils., Inc.
04.2004 - 05.2005
- Provided both voice and email support for inbound customers
- Assisted customers with concerns and inquiries by walk-throughs and step-by-step procedures.
- Updated customer accounts and documentation to ensure interactions are current and latest
Education
Bachelor of Arts - Political Science
University of Santo Tomas
Manila, Philippines 06.2000 - 03.2004
High School Diploma -
St. Paul College of Paranaque
La Huerta, Paranaque City 06.1996 - 03.2000
Skills
- Operations Management
- Client Services
- Staff Development
Customer Service
Business Process Improvement
Certification
Certified Six Sigma Yellow Belt, Aegis PeopleSupport, Inc. - February 2012
Timeline
Manager, Customer Order Management
Cardinal Health International Philippines
07.2020 - Current
Contact Center Manager
Teleperformance
07.2015 - 06.2020
Operations Manager
Aegis PeopleSupport, Inc.
09.2011 - 06.2015
Team Lead
PeopleSupport Phils., Inc.
09.2008 - 08.2011
Audit Supervisor
PeopleSupport Phils., Inc.
05.2007 - 08.2008
Team Supervisor
PeopleSupport Phils., Inc.
09.2006 - 04.2007
Assistant Team Leader
PeopleSupport Phils., Inc.
06.2005 - 08.2006
ERep/Customer Care Representative
PeopleSupport Phils., Inc.
04.2004 - 05.2005
Bachelor of Arts - Political Science
University of Santo Tomas
06.2000 - 03.2004
High School Diploma -
St. Paul College of Paranaque
06.1996 - 03.2000
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