Arlene Cueto
Antipolo City, Province Of Rizal,RIZ
Summary
Dedicated professional eager to leverage skills and knowledge in a dynamic organization that prioritizes employee and client satisfaction. Committed to fostering a collaborative environment that drives innovation and enhances productivity. Proven ability to adapt and thrive in fast-paced settings while maintaining a strong focus on achieving organizational goals. Passionate about contributing to a culture of excellence and continuous improvement.
Overview
21
21
years of professional experience
Work History
Vice President of Operations
TaskUs
04.2023 - Current
- Handling 2,300+ FTE in our TaskUs Batangas site
- Set the direction and strategy for the site – overseeing Operations and overall Site
- Provides management and oversight of all aspects of the business within the site; demonstrates a commitment to excellence and collaborates well with senior leadership.
- Day-to-day operational execution to support growth and add to the bottom line of the organization.
- Set up goals and objectives for the company in line with the client’s or project’s requirements.
- Responsible for achieving balanced results for our Clients, our Shareholders and our Employees.
- Build and manage client relationships with clients.
- Advise project teams on progress, problem solving, solution development, identification, and measurement of performance targets.
- Ownership of operational models and processes.
- Operational ramp planning
Senior Account Director
TDXC PH Inc.
07.2021 - 01.2023
- Handling 2,500+ FTE in Manila and Cebu sites
- Set the direction and strategy for the program – overseeing Operations, Training, Quality, WFM and Business Analytics
- Day-to-day operational execution
- Set up goals and objectives for the company in line with the client’s or project’s requirements.
- Responsible for achieving balanced results for our Clients, our Shareholders and our Employees.
- Build and manage client relationships with existing clients.
- Advise project teams on progress, problem solving, solution development, identification, and measurement of performance targets.
- Ownership of operational model and processes.
- Operational ramp planning
Site Director / Senior Delivery Project Executive
Concentrix, Megamall
02.2020 - 06.2021
- Handling 3,500+ FTE within multiple sites
- Day-to-day operational execution - delivering Focus Five
- Leadership interface for operational performance
- Directly manages different programs within the region (different sites) – Operations, Training, Quality, Communications Coaching
- Responsible for Balanced Scorecard (CVA, PVA, SVA and EVA/EBIT) associated with programs. Maintain and grow revenue of existing Clients/Programs.
- Responsible for achieving balanced results for our Clients, our Shareholders and our Employees.
- Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
- Owns Client satisfaction on all new implementations.
- Ownership of operational model and processes
- Operational change leader
- Operational ramp planning
- Development of Agents, Team Leaders, Managers and Senior Managers
- Six Sigma Practitioner
Director, Site Operations / Delivery Project Executive for PH Collections Vertical
Concentrix, Glorietta 5 Makati
03.2018 - 01.2020
- Handling 3,500+ FTE within multiple sites
- Day-to-day operational execution - delivering Focus Five
- Leadership interface for operational performance
- Directly manages different programs within the region (different sites) – Operations, Training, Quality, Communications Coaching
- Responsible for Balanced Scorecard (CVA, PVA, SVA and EVA/EBIT) associated with programs. Maintain and grow revenue of existing Clients/Programs.
- Responsible for achieving balanced results for our Clients, our Shareholders and our Employees.
- Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
- Owns Client satisfaction on all new implementations.
- Ownership of operational model and processes
- Operational change leader
- Operational ramp planning
- Development of Agents, Team Leaders, Managers and Senior Managers
Director of Operations/Program Delivery Leader for Top/Leading Financial Accounts
Convergys, Glorietta 5 Makati
07.2017 - 02.2018
- Handling 1,000+ FTE within multiple sites
- Day-to-day operational execution - delivering Focus Five
- Leadership interface for operational performance
- Directly manages different programs within the region (different sites) – Responsible for Balanced Scorecard (CVA, PVA, SVA and EVA/EBIT) associated with programs. Maintain and grow revenue of existing Clients/Programs.
- Responsible for achieving balanced results for our Clients, our Shareholders and our Employees.
- Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
- Owns Client satisfaction on all new implementations.
- Ownership of operational model and processes
- Operational change leader
- Operational ramp planning
- Development of Agents, Team Leaders and Managers
Director of Operations OIC
Convergys, Glorietta 5 Makati
02.2017 - 06.2017
- Handling 1,000+ FTE within multiple sites
- Day-to-day operational execution - delivering Focus Five
- Leadership interface for operational performance
- Directly manages different programs within the region (different sites) – Responsible for Balanced Scorecard (CVA, PVA, SVA and EVA/EBIT) associated with programs. Maintain and grow revenue of existing Clients/Programs.
- Responsible for achieving balanced results for our Clients, our Shareholders and our Employees.
- Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
- Owns Client satisfaction on all new implementations.
- Ownership of operational model and processes
- Operational change leader
- Operational ramp planning
- Development of Agents, Team Leaders and Managers
Senior Operations Manager/Program Head
Convergys, Glorietta 5 Makati
06.2014 - 01.2017
- Responsible for Balanced Scorecard (CVA, PVA, SVA and EVA/EBIT) associated with programs. Maintain and grow revenue of existing Clients/Programs.
- Profitability of existing programs, including revenue, margins, billing performance, seat utilization and program turnover.
- Owns Client satisfaction on all new implementation.
- Partnering with Business Development to leverage and pursue new business from the existing client.
- Partnering with internal suppliers.
- Responsible for meeting service commitments through data collection, root cause analysis and action planning.
- Negotiate and manage Client commitments, contracts and expectations.
- Conduct account reviews both internal and external. Staff, motivate and develop management team (includes dotted line Partners).
- Translate company strategies into organizational initiatives/activities.
- Develop and maintain relevant industry knowledge.
- Responsible for selecting, training, developing, and managing performance of direct reports in area of specialty; and mentoring, coordinating, planning, and providing direction for work group(s) in accordance with the organization’s policies and applicable legal requirements.
- Principal Duties and Responsibilities:
Operations Manager
Convergys, Ayala Makati
06.2011 - 05.2014
- Supervise Team Leader’s performance and overall account key SLA agreements.
- Manage the program metrics and financial targets.
- Balance client and employee satisfaction while at the same time ensuring that both performance and financial targets are met consistently.
- Analyze performance results and implement improvements.
- Maintain and ensure client service levels are met consistently.
- Attend conference calls with client / Client Services Manager.
Senior Team Leader - OIC
Convergys, Ayala Makati
11.2010 - 05.2011
- LOB Head/OIC for the program.
- Supervise Team Leader’s performance and overall account key SLA agreements.
- Manage the program metrics and financial targets.
- Balance client and employee satisfaction while at the same time ensuring that both performance and financial targets are met consistently.
- Analyze performance results and implement improvements.
- Maintain and ensure client service levels are met consistently.
- Attend and facilitate conference calls with clients.
Team Leader II/TL OIC
Convergys, Ayala Makati
06.2010 - 11.2010
- Manage, coach and support performance of Team Leaders.
- Manage the program metrics and financial targets.
- Balance client and employee satisfaction while at the same time ensuring that both performance and financial targets are met consistently.
- Analyze performance results and implement improvements.
- Maintain and ensure client service levels are met consistently.
- Attend conference calls with client / Client Services Manager.
- Acted as implementation head in starting up the current account.
Team Leader II
Convergys, Ayala Makati
04.2009 - 05.2010
- Provides performance and team management for a specialized group of agents through goal setting, real time monitoring, audits, coaching, and team meetings.
- Cascades all updates and client initiatives to team, and in turn forwards agent concerns to management.
- Attends calibration sessions to ensure consistency and improvements in account metrics.
- Initiates and attends bi-monthly touch base with clients to discuss updates on procedures.
- Initiated, designed, and implemented process documents for CSAT Calibration for the program and suggested scripting aligned with the Quality model.
- Spearheaded the program’s client escalation/customer complaints and modified the Process on Handling Client escalation/Customer Complaints.
Team Leader
Convergys, Ayala Makati
03.2008 - 03.2009
- Provides performance and team management to agents through goal setting, real time monitoring, audits, coaching, and team meetings.
- Cascades all updates and client initiatives to team, and in turn forwards agent concerns to management.
- Attends calibration sessions to ensure consistency and improvements in account metrics.
Transition Consultant
Convergys, Ayala Makati
08.2007 - 02.2008
- Provided support to agents who graduated from PST.
- Provided floor support through supervision/monitoring of agents, acted as subject matter experts and assisted in performance management.
- Facilitated product related training to new hire agents.
- Executed team leader duties including audits, real-time monitoring, coaching, goal-setting, score card calculation, and team meetings.
Customer Service Representative
Convergys, Ayala Makati
04.2005 - 07.2007
- Customer Service Representative
Education
AB - Mass Communications Major in Journalism
Centro Escolar University
01.2005
Skills
- Strategic planning and execution
- Organizational development
- Cost analysis and savings
- Business development
Timeline
Vice President of Operations
TaskUs
04.2023 - Current
Senior Account Director
TDXC PH Inc.
07.2021 - 01.2023
Site Director / Senior Delivery Project Executive
Concentrix, Megamall
02.2020 - 06.2021
Director, Site Operations / Delivery Project Executive for PH Collections Vertical
Concentrix, Glorietta 5 Makati
03.2018 - 01.2020
Director of Operations/Program Delivery Leader for Top/Leading Financial Accounts
Convergys, Glorietta 5 Makati
07.2017 - 02.2018
Director of Operations OIC
Convergys, Glorietta 5 Makati
02.2017 - 06.2017
Senior Operations Manager/Program Head
Convergys, Glorietta 5 Makati
06.2014 - 01.2017
Operations Manager
Convergys, Ayala Makati
06.2011 - 05.2014
Senior Team Leader - OIC
Convergys, Ayala Makati
11.2010 - 05.2011
Team Leader II/TL OIC
Convergys, Ayala Makati
06.2010 - 11.2010
Team Leader II
Convergys, Ayala Makati
04.2009 - 05.2010
Team Leader
Convergys, Ayala Makati
03.2008 - 03.2009
Transition Consultant
Convergys, Ayala Makati
08.2007 - 02.2008
Customer Service Representative
Convergys, Ayala Makati
04.2005 - 07.2007
AB - Mass Communications Major in Journalism
Centro Escolar University