ANNA LORAINE BELMES
Imus, Province Of Cavite
Summary
Dynamic Director of Operations with over a decade of experience in the BPO industry, specializing in operational efficiency, client satisfaction, and team development. Certified in Lean Six Sigma and adept in business analytics, consistently driving innovation and streamlining processes to deliver exceptional service. Collaborative and data-driven leader, optimizing operations across diverse industries while ensuring continuous improvement, SLA compliance, and sustainable business success. Recognized for managing complex projects with a commitment to high-quality results, demonstrating dependability and adaptability to meet the evolving demands of the business landscape.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Director of Operations
Unity Communications & Consulting Group, Inc.
01.2018 - 01.2025
- Rapidly advanced from an agent role to Director of Operations through consistent promotions.
- Results-driven, leading high-performing teams and driving operational excellence.
- I specialize in streamlining processes, improving KPIs, and delivering exceptional client service. Skilled in scaling campaigns, managing global accounts, and leveraging data-driven insights to enhance performance.
- Passionate about operational efficiency, people development, and continuous innovation in the BPO space.
Technical Support Representative
Teletech Philippines
01.2015 - 01.2017
- Handled customer inquiries by providing technical support for Telstra services while promoting and selling relevant products.
- Resolved service issues, ensured customer satisfaction, and consistently met sales and support targets.
Customer Support Professional
Convergys
01.2013 - 01.2015
- Delivered high-quality support to customers through phone, email, or chat by addressing inquiries, resolving issues, and ensuring overall satisfaction.
- Focused on providing efficient, empathetic service and maintaining strong client relationships.
Tier 3 Analyst - Back Office
Results Manila Inc.
01.2010 - 01.2012
- Rapidly advanced from an agent role to Tier 3 Analyst through consistent promotions.
- Handled escalated and complex customer cases, performed backend processing, and ensured accurate resolution through detailed investigation and coordination with internal teams.
Education
Bachelor of Science - Marketing Management
Polytechnic University of The Philippines
01-2026
Graduate Certificate - Analytics For Business: Discovering Insights From
Ateneo Graduate School of Business
08-2023
Bachelor of Science - Mechanical Engineering
Adamson University
01-2011
Skills
- Operations management expertise
- Process optimization
- Client satisfaction management
- Data-driven decision-making skills
- Organizational strategy development
- Strategic planning and execution
Certification
- Career Boost with Power BI, Exodus Experts - May 2025
- AI in Capital Markets: Transforming & Decision-Making, Polytechnic University of the Philippines - April 2025
- Lean Six Sigma White Belt Certification, MF Treinamentos - April 2025
- Lean Six Sigma White Belt Certification for Service Industry, Six Sigma PH - April 2025
- Lean Six Sigma Yellow Belt, MF Treinamentos - April 2025
- Analyzing and Visualizing Data with Microsoft Power BI, Nexacu - August 2023
- Analytics for Business: Discovering Insights from Data, Ateneo Graduate School of Business - August 2023
- Basic Occupational Safety & Health Training - June 2021
Language
English
Filipino
Timeline
Director of Operations
Unity Communications & Consulting Group, Inc.
01.2018 - 01.2025
Technical Support Representative
Teletech Philippines
01.2015 - 01.2017
Customer Support Professional
Convergys
01.2013 - 01.2015
Tier 3 Analyst - Back Office
Results Manila Inc.
01.2010 - 01.2012
Bachelor of Science - Marketing Management
Polytechnic University of The Philippines
Graduate Certificate - Analytics For Business: Discovering Insights From
Ateneo Graduate School of Business
Bachelor of Science - Mechanical Engineering
Adamson University
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