John Carlo Cos
Operations Manager
Antipolo
Summary
Results-oriented Operations Manager with nearly 8 years of progressive leadership experience in the BPO industry, including healthcare, telecommunications, and insurance accounts. Proven ability to lead high-performing teams, improve customer experience, optimize operational efficiency, and consistently deliver business results. Skilled in coaching leaders and frontline associates, stakeholder management, KPI analysis, workforce optimization, and continuous process improvement.
Overview
10
10
years of professional experience
Work History
Operations Manager
Everise
12.2024 - Current
HealthCare Account
• Lead daily operations for customer service teams while ensuring achievement of operational and client performance metrics.
• Drive improvements in NPS, OSAT, QA, AHT, productivity, attendance, and employee engagement.
• Coach and develop supervisors and frontline employees through structured performance management.
• Conduct business reviews and analyze operational data to identify trends and improvement opportunities.
• Partner with Workforce Management, Quality, Training, HR, and clients to achieve business objectives.
• Manage escalations and implement corrective action plans to improve customer satisfaction and operational efficiency
Supervisor
Continuum Gbl.
07.2020 - 12.2024
• Managed multiple customer service teams supporting healthcare and telecommunications accounts.
• Monitored team performance against KPIs and implemented coaching plans to improve results.
• Conducted performance reviews, one-on-one coaching, and talent development initiatives.
• Prepared operational reports and presented performance insights to senior leadership.
• Collaborated with cross-functional teams to improve workflow efficiency and customer experience.
Supervisor
Results Cx.
07.2016 - 07.2020
- Managed multiple customer service teams supporting and telecommunications accounts.
- Monitored team performance against KPIs and implemented coaching plans to improve results.
- Conducted performance reviews, one-on-one coaching, and talent development initiatives.
- Prepared operational reports and presented performance insights to senior leadership.
- Collaborated with cross-functional teams to improve workflow efficiency and customer experience.
Education
No Degree - BS. Criminology
World Citi Colleges
AntipoloHigh School Diploma -
Sumulomg Memorial High School
ANTIPOLO03-2012
Skills
Operations Management
People Leadership
Customer Experience (CX)
KPI Management
Performance Coaching & Development
Root Cause Analysis
Process Improvement
Escalation Management
Employee Engagement
Change Management
Performance Management
Reporting & Data Analysis
Timeline
Operations Manager
Everise
12.2024 - Current
Supervisor
Continuum Gbl.
07.2020 - 12.2024
Supervisor
Results Cx.
07.2016 - 07.2020
No Degree - BS. Criminology
World Citi Colleges
High School Diploma -
Sumulomg Memorial High School