Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Dustin Walker

Senior Operations Director
Taguig,Metro Manila

Summary

Experienced operations professional skilled in optimizing workflows and driving efficiency. Strong focus on team collaboration and achieving measurable results, adaptable to changing needs and environments. Expertise in strategic planning, process improvement, and resource management. Known for reliability and effective leadership in high-pressure situations.

Overview

15
15
years of professional experience
2
2
Certifications

Work History

Senior Operations Director

Foundever
Manila
04.2017 - Current
  • Led 150% headcount growth and expanded operations into two new global geographies by delivering high-impact service and customer journey insights.
  • Accelerated 267% growth for a non-voice account through the launch of new verticals including voice support, trust & safety, and purchasing operations.
  • Increased portfolio revenue by 10% over the last 18 months while improving gross margin by 1.3%, driven by strategic account expansion and cost optimization.
  • Reduced annualized attrition by 32% across four accounts between 2023 and 2025 through targeted engagement initiatives and improved onboarding processes.
  • Developed and implemented a customer success index model to proactively assess client health, strengthen retention, and mitigate churn risk.
  • Contributed to an all-time high client NPS by enhancing hiring strategies, streamlining processes, and elevating reporting and insights capabilities.

Country Manager, Vendor Management

Verizon
Manila
01.2013 - 04.2017
  • Directed six partner relationships with 2,000+ FTEs across two countries, emphasizing strategic planning, SLA compliance, and performance optimization.
  • Transformed and drove revenue creation by implementing upsell initiatives for technical support services.
  • Boosted CSAT by over 10% and improved resolution rates by more than 2% through skills-based routing and structured coaching initiatives.
  • Optimized resource allocation, enhancing operational efficiency and reducing costs.
  • Implemented process improvements, streamlining workflows and increasing team productivity.
  • Managed cross-functional teams to ensure seamless operations and drive business objectives.

Vendor Manager

Verizon
Manila
03.2010 - 01.2013
  • Managed 400+ FTE over two locations in Metro Manila
  • Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
  • Managed disputes effectively between vendors and internal stakeholders through mediation techniques to arrive at mutually beneficial resolutions.
  • Championed vendor management best practices across the organization, promoting a culture of collaboration between internal teams and external partners for mutual success.

Education

Bachelor of Science - Communications

Purdue University Global
Chicago, IL
04.2001 -

Skills

Operational excellence

Workforce planning

Cross-functional coordination

Strategic planning and execution

Leadership training

Cost control

Risk mitigation

Financial controls implementation

P&L management

Certification

COPC Registered Coordinator

Timeline

Lean Six Sigma Champion

06-2025

Senior Operations Director

Foundever
04.2017 - Current

Country Manager, Vendor Management

Verizon
01.2013 - 04.2017

COPC Registered Coordinator

01-2012

Vendor Manager

Verizon
03.2010 - 01.2013

Bachelor of Science - Communications

Purdue University Global
04.2001 -

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Dustin WalkerSenior Operations Director