Donna Arcega
Operations Supervisor
Mandaluyong City, Metro Manila
Summary
Results-driven Operations Supervisor with 11 years of experience in the BPO industry, specializing in financial services, fraud disputes, healthcare provider services, and omnichannel customer support. Proven track record of leading high-performing teams, driving KPI achievement, and implementing process improvements. Recognized multiple times as Top Team Leader for strong leadership, operational excellence, and team development.
Overview
11
11
years of professional experience
3
3
Certifications
Work History
Operations Supervisor
Telus Digital Philippines
Taguig City
03.2021 - Current
- Lead a team handling fraud dispute investigations including chargeback, case creation, and representation.
- Guide agents on proper dispute handling to avoid operational losses and invalid pre-arbitration filings.
- Monitor SLA, productivity, and quality performance through data analysis and reporting.
- Provide coaching and development sessions to improve accuracy and decision-making.
- Prepare operational reports and insights for leadership review.
Operations Supervisor
ResultsCX
Pasig City
07.2019 - 03.2021
- Managed a healthcare provider services team ensuring service delivery and KPI achievement.
- Conducted performance analysis, coaching sessions, and development planning.
- Identified operational issues and implemented improvement initiatives.
Operations Supervisor
Intelenet Global Services (now Teleperformance)
Taguig City
06.2015 - 06.2019
- Lead a team of agents supporting a financial services account, providing coaching, performance guidance, and continuous development while closely monitoring key customer experience metrics including CSAT, NPS, and FCR to drive operational excellence.
Education
Bachelor of Science - Bachelor of Science in Office Management
Rizal Technological University
Mandaluyong City, Metro Manila, Philippines 04.2001 -
Skills
Management
Team Leadership & Supervision
KPI Management & Performance Monitoring
Operational Reporting & Data Analysis
Fraud & Dispute Operations
Process Improvement
Performance monitoring
Staff supervision
Critical Thinking
Accomplishments
- Q4 Top Team Captain - Q4 Award (2024)
- Top 1 Team Leader – Annual Award (2024)
- Top 1 Team Leader – Annual Award (2023)
- Top 2 Team Leader – Annual Award (2022)
- Cluster Point of Contact from 2021–2025 supporting multiple Operations Managers.
- Promoted development of 7 agents at Telus Digital and 2 agents at ResultsCX.
- Developed reporting mechanisms used by leadership and onshore stakeholders.
- Created Weekly and Monthly Business Review (WBR/MBR) reports for Dispute Back Office operations.
Certification
Leadership Training
Timeline
Operations Supervisor
Telus Digital Philippines
03.2021 - Current
Operations Supervisor
ResultsCX
07.2019 - 03.2021
Operations Supervisor
Intelenet Global Services (now Teleperformance)
06.2015 - 06.2019
Bachelor of Science - Bachelor of Science in Office Management
Rizal Technological University
04.2001 -