Elloisa Pinachos
Operations Assistant Manager
Bacoor, Province Of Cavite
Summary
Experienced Operations and Quality Assurance professional with a strong background in managing large-scale BPO operations, team leadership, training, and process improvement. Currently serving as Operations Assistant Manager at Teleperformance, overseeing service delivery, vendor management, and risk mitigation. Adept at training and facilitation, enhancing interpersonal skills, and developing, motivating, and engaging teams effectively. Skilled in performance monitoring, calibration, and implementing quality initiatives to ensure high standards of service. Committed to driving operational excellence, continuous improvement, and fostering a motivated, high-performing team.
Overview
12
12
years of professional experience
Work History
Operations Assistant Manager
Teleperformance
12.2024 - Current
- Manage the overall performance and governance of the Statements of Work (together with Vendor Account Management / Business Development)
- Manage the day-to-day operations in accordance with requirements and SLAs set out in the SOW. Prompt identification and resolution of Service delivery issues including implementation of preventative measures. Transition management during set up phase or expansion phases.
- Provide exceptional people management, mentorship and career development to members of your team, including managers and Content Moderators, achieve low attrition levels and high employee engagement
- Drive Operations teams to deliver continuous improvement and productivity/quality gains
- Flag and escalate business risks timely to clients
Training & Quality Coordinator
Telepeformance
07.2022 - Current
- Maintains and monitors accurate performance trends for each direct report as overall team level performance.
- Evaluates and manages levels of staff effectiveness by partnering with operations to create improvement action plans.
- Oversee and coordinate both internal and external client calibration processes and sessions.
- Regularly Observe Quality Coaches coaching sessions (TRIAD), provide immediate feedback, suggests ways and means to improve accuracy performance of the teams they are supporting.
- Manage the daily operations of a non-exempt work group, including assigning tasks, monitoring performance, and overseeing attendance. Provide input on selecting, training, and developing team members, and assist in completing performance appraisals in line with organizational policies and legal requirements.
Learning Specialist Apprentice
PayPal
02.2020 - 06.2022
- Company Overview: Global Learning and Talent Development
- Facilitates training classes for new hires, upskilling, and cross-skilling at both in-house and partner sites.
- Develops, updates, and manages learning materials used by team members worldwide.
- Works with Operations and various departments to ensure seamless training delivery.
- Global Learning and Talent Development
Customer Solutions Teammate 3
PayPal
08.2019 - 06.2022
- Company Overview: Operations
- Provides exceptional customer service experience to customers under different departments.
- Acts as Team's POC in the absence of the Team Lead.
- Operations
Senior Operations Representative
Capital One
02.2017 - 01.2019
- Company Overview: Philippines
- Provides exceptional customer service in compliance with banking laws and regulations.
- Philippines
Technical Support Representative
Genpact
10.2013 - 01.2017
- Assist bank employees on a variety of technical aspects.
- Account Handled: American multinational and financial services
Education
Associate - Hotel and Restaurant Services
Philippine Women's University
Skills
Efficient service delivery
Process optimization
Employee motivation strategies
Engaging training facilitation
Achievements And Trainings
- Key Talent Awardee, 2021, PayPal
- Learning Experience Apprentice Program, PayPal
- Excellence Award, 2022, Majorel
- LEAD Time Management Workshop, Majorel
- LEAD Performance Management Workshop, Majorel
- LEAD On Series: Purposeful Coaching, Majorel
Reading Fantasy Novels
I have a strong interest in fantasy literature, which nurtures my creativity and ability to think imaginatively—skills that benefit my approach to managing operations.
Timeline
Operations Assistant Manager
Teleperformance
12.2024 - Current
Training & Quality Coordinator
Telepeformance
07.2022 - Current
Learning Specialist Apprentice
PayPal
02.2020 - 06.2022
Customer Solutions Teammate 3
PayPal
08.2019 - 06.2022
Senior Operations Representative
Capital One
02.2017 - 01.2019
Technical Support Representative
Genpact
10.2013 - 01.2017
Associate - Hotel and Restaurant Services
Philippine Women's University
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