KIM MONTELOYOLA
QUEZON CITY
Summary
Results-driven Operations Leader with over 10 years of experience in the BPO industry, specializing in operations management, project execution, staffing, recruitment, and training. Adept at optimizing financial performance, streamlining processes, and enhancing customer relationships. Proven ability to lead high-performing teams, implement strategic initiatives, and drive business growth while maintaining operational excellence. Certified in Project Management & leadership development, with a strong analytical mindset and a passion for mentoring and team development.
Overview
11
11
years of professional experience
4
4
Certifications
Work History
Client Partnership Manager
Athena
01.2025 - Current
- Facilitate strong partnerships between executive assistants (XPs) and clients by driving ethical, strategic, and effective operations.
- Cultivates lasting relationships, understands clients' business and personal strategies to align executive partner capabilities and resources.
- Combines operational expertise with client relationship management to optimize processes and enhance client satisfaction.
- Sets clear goals, tracks metrics, and holds individuals and teams accountable for results.
Operations Manager
GeBBS
11.2024 - 01.2025
- Improved customer satisfaction ratings by ensuring prompt resolution of issues and concerns.
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Recruited, hired and trained all staff, providing direct supervision, ongoing staff development and continuing education to employees.
- Designed and introduced leadership development, coaching and team management model, resulting in promotion of employees into increased levels of responsibility.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Implemented and developed operational standards, policies and procedures.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
Senior Operations Manager
HGS
05.2022 - 02.2024
- Manages Financials - Gross Margin, PNLs
- Provides coaching and guidance to Managers
- Create and monitor processes and improvement plan
- Manages financials and ensure programs meet month over month target
- Involved in creation of per KPI Playbook and creation of decision tree
- Maximized employee morale and corrected performance issues according to established standards.
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
- Oversaw workforce management planning, volume predictions and capacity planning.
- Spearheaded process improvements to reduce errors and increase overall quality in operations management.
Operations Manager
iQor
06.2019 - 05.2022
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Streamlined operations to consistently deliver on targets.
- Provided leadership to develop business plans and promote organizational vision.
Operations Manager
Transcosmos
11.2018 - 05.2019
- Manages client to vendor relation
- Manages team's KPI and SLA, ensuring that goals are aligned and met every month
- Delegate assignments to subordinate managers when necessary; and conduct regular meetings to improve productivity, product knowledge, and customer satisfaction
- Provides update with the client on a weekly basis for the performance, weekly stock report & SLA performance
Interim Operations Manager
Teletech
02.2015 - 11.2018
- Manages overall productivity and ensure successful management of labor, efficiency and quality
- Manages site's performance ensuring that everyone is aligned with the monthly goals and action plans
- Provides data and reports for MBRs and DROs
- Provides data analytics for the running metrics
- Developed and improved target revenue for the site and monitoring of the outlier agents
- Coach them and do acceleration huddle to improve the bottom performers.
TSR
Expert Global Solutions: DELL Computers
07.2014 - 12.2014
- Provides real time assistance to customers who are having problem with their system units and other Dell Devices.
Education
Bachelor of Civil Engineering -
University of the East Caloocan - College
Skills
Performance reviews
Process development
Business analysis and reporting
Organizational development
Certification
Team Leader & Manager 101
Accomplishments
- Six Sigma Greenbelt Project - Decision Tree
Timeline
Client Partnership Manager
Athena
01.2025 - Current
Operations Manager
GeBBS
11.2024 - 01.2025
Senior Operations Manager
HGS
05.2022 - 02.2024
Operations Manager
iQor
06.2019 - 05.2022
Operations Manager
Transcosmos
11.2018 - 05.2019
Interim Operations Manager
Teletech
02.2015 - 11.2018
TSR
Expert Global Solutions: DELL Computers
07.2014 - 12.2014
Bachelor of Civil Engineering -
University of the East Caloocan - College
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