FRANCES EILEEN ANCHETA
CHIEF OPERATING OFFICER
Quezon City
Summary
Dynamic and results-oriented leader with over a decade of experience driving operational excellence in the BPO industry, with a specialization in healthcare, retail, and technology sectors. Expert in designing and implementing strategic initiatives to optimize operational performance, client satisfaction, and employee engagement. Adept at managing large-scale teams across diverse functions, including training, compliance, project management, and client services. Proven ability to foster collaborative partnerships with global clients, streamline processes through Lean Six Sigma methodologies, and deliver measurable results. Known for cultivating high-performance cultures, enhancing customer experience, and aligning operations with business objectives to achieve sustainable growth.
Overview
2025
2025
years of professional experience
4
4
years of post-secondary education
Work History
Chief Operating Officer
Winery.ph
03.2024 - Current
- Overseeing day-to-day operations across multiple departments, ensuring timely delivery of projects and streamlined workflows.
- Streamlining operations by implementing efficient processes and systems, leading to increased productivity and cost savings.
- Formulating strategic plans aligning with overall company vision; setting achievable short and long-term goals to drive growth and profitability.
- Developing comprehensive financial plans to support long-term business objectives, reducing operational expenses while maximizing profitability.
- Managing financial, operational and human resources to optimize business performance.
- Implementing rigorous risk management protocols, minimizing exposure to financial and operational risks through proactive measures.
Director Of Operational Excellence
ISTA Personnel Solutions
9 2020 - 02.2024
- Lead different Operational Excellence units such as Training & Quality, Compliance, Instructional Design, Reporting, Leadership & Development, and Operational Assessment, Project Management, Process Improvement, and the Implementations team
- Led team by example to align objectives with overall organizational strategy
- Planned training programs to expand team skills and drive performance
- Managed daily operations by overseeing financials, Key Performance Indicators (KPIs) and employee performance
- Developed and supervised staff by providing orientation, training, support and direction
- Determined performance goals, providing crucial feedback on methods to reach milestones
Senior Operations Manager
Teleperformance
10.2015 - 08.2020
- Program launching for new and prospect clients
- Client Vendor relationship management
- Responsible for the attainment of client set goals, efficiency targets and overall center performance
- Analyzes Agents/Supervisors/ACCM performance and develops action plans to bridge gaps
- Implements and audits to maintain/increase performance
- Day-to-day management of the client/Teleperformance relationship
- Coordinate all client needs with appropriate internal departments
- Manage client expectations and provide feedback
- Provide strategic solutions to enhance the clients business
- Ensure all Teleperformance policies and procedures are adhered to including but not limited to, Security, HR, Operations, etc., and any known infractions of any of these corporate policies and procedures are communicated to the proper Teleperformance Management immediately
- Maximized employee morale and corrected performance issues according to established standards
Operations Manager
Teleperformance
10.2012 - 10.2015
- Accountable for the performance of team of supervisors, ensuring they meet or exceed all performance targets
- Fully implement daily efficiency audits
- Analyze KPI, identifying issues and trends
- Develops and execute action plans to address performance gaps
- Attends conference calls with clients to discuss project specific issues, areas of opportunity and best practices at least 3 times a week
- Signs all pay-roll related issues for approval including but not limited to exception hours, overtime, vacation leaves, sick leaves and attendance
- Issues Incident Reports, disciplinary actions and/or human resources related documents
- Approves or denies any out of the ordinary circumstances which require a snap decision
- Hosts forums and focus groups with call center agents to gather information regarding important issues of the general employee population
- Responsible for the developmental of Supervisors and Team Leads
Lead Trainer Certifier
Teleperformance
11.2011 - 10.2012
- Led training content design and development to improve operational performance
- Conducted T3 Sessions with the Supervisors pertaining to supplementary coaching techniques tailored-fit to agents who struggle in improving their performance in the sales metric
- Developed curriculum to support classroom training and alternative training
- Provided feedback on existing curriculum for training improvements
- Developed non-classroom communication and training materials
- Analyzed course materials and learner information
- Assure preparation of the instructional site
- Established and maintained instructor credibility
- Ensured that guidelines/processes are followed, provide the necessary documentation for all classes facilitated
- Work with the Leadership & Development Team to catalyze improvement with regard to training execution & application
- Verify training effectiveness through floor observations; conduct supervisor audits to validate effectiveness of training and track post training improvement
- Identify training/performance gaps and come up with action plans to address them
Language And Product Trainer
Teleperformance
02.2011 - 11.2011
- Led new hire training classes both for language (US 101) and product specific training
- Leads and steers roll-outs and quick-hit huddles and up training for operations
- Lead T3 Training sessions
- Used appropriate instructional design methods
- Assessed class and individual agent level performance pre and post Operations
- Facilitated post training exams to measure module efficacy
Technical Support Representative
Teleperformance
06.2010 - 02.2011
- Troubleshooting for IP based services
- Assisting customer's with their IPTV, High Speed Internet Service and VOIP
- Handle inbound customer service support calls from established customer
- Cross sell value added services or products that are offered by the company
- Provide consistent, superior service to every customer by utilizing all available tools and resources
Education
Bachelor of Arts - Mass Communications
Saint Louis University
Baguio City, Province Of Benguet, Philippines 06.2005 - 03.2009
Skills
Planning and execution
Strategic planning
Operations oversight
Executive leadership
Marketing
Business analysis
Organizational development
Business development
Operations management
Risk management
Cost savings and reduction
Business process reengineering
Timeline
Chief Operating Officer
Winery.ph
03.2024 - Current
Senior Operations Manager
Teleperformance
10.2015 - 08.2020
Operations Manager
Teleperformance
10.2012 - 10.2015
Lead Trainer Certifier
Teleperformance
11.2011 - 10.2012
Language And Product Trainer
Teleperformance
02.2011 - 11.2011
Technical Support Representative
Teleperformance
06.2010 - 02.2011
Bachelor of Arts - Mass Communications
Saint Louis University
06.2005 - 03.2009
Director Of Operational Excellence
ISTA Personnel Solutions
9 2020 - 02.2024
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