LERIO BORGY SANTIZO
Snr. Manager /Vendor Manager / Site Leader / BPO Leadership Professional
LAPU-LAPU CITY
Summary
To ensure that all milestones are achieved in a timely most efficient and cost-effective manner while developing and inspiring new leaders. Grow revenue and make the company more profitable.
Management professional with extensive experience in leading site operations and ensuring project success. Proven ability to foster collaboration, adapt to changing priorities, and consistently achieve results. Known for strategic planning and strong problem-solving capabilities, combined with focus on team synergy and operational efficiency.
Overview
20
20
years of professional experience
4
4
years of post-secondary education
Work History
BPO SITE LEADER - CUSTOMER SERVICE AND SALES
TDCX
01.2024 - 03.2025
- Responsible for managing the staff and the overall site performance, ensuring the smooth delivery of daily operations, and guiding the successful program or project completion by maximizing the staff's productivity within the specified period or timeframe and within budget goals
- I am also responsible in developing the site / program's business strategies, overseeing the overall account operations, and ensuring maximum performance
- Promoted a culture of continuous learning by offering professional development opportunities to team members regularly.
- Improved site efficiency by implementing streamlined processes and procedures.
- Maintained detailed records of project progress, allowing for accurate forecasting of future needs.
BPO VENDOR MANAGER - TECHNICAL SUPPORT CENTER
Lexmark Research and Development
07.2022 - 01.2024
- Managing two (2) BPO Vendors (Concentrix and Sitel) handling technical support and customer service in ANZ and Asia Pacific
- As a vendor manager, I am overall in charge of the Lexmark BPO operations, I manage, monitor, and drive solid vendor performance, and manage contract negotiations and renewals
- Plans strategic movements and locations to improve efficiency
- Promote a culture of collaboration to improve and simplify processes, develop a path to success, and drive and achieve cost efficiency
- Trained team members on best practices in vendor management, fostering a culture of continuous learning within the department.
SENIOR OPERATIONS MANAGER - BPO OPERATIONS
Sykes / Sitel
04.2021 - 07.2022
- Seasoned and experienced senior operations manager with a demonstrated history of working in the outsourcing/offshoring industry with a solid 17 years of BPO experience, has handled more than 500 FTEs Voice and Non-Voice agents (Phone, Email, social media, and Chat, Omnichannel)
- Skilled in performance improvement, operations management, professional mentoring, cost management, and making small programs grow
- Experienced in handling Telco, Banking, Technical Support, Gadgets, Sales, and Retail / E-commerce programs
- Implemented data-driven decision making to inform business strategies and drive operational excellence.
- Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
OPERATIONS MANAGER - BPO OPERATIONS
Sykes
01.2017 - 04.2021
- Started and owned the overall operations of new programs supporting Chat, Sales, and Voice, Email
- Assigned to ensure the growth of Headcount from a team of 15 to a headcount of more than 300 FTE
- Oversee and manage the hiring, training, onboarding, quality, and operations
- Made the Cebu site, a champion site beating other on-shore and off-shore Sites in Columbia, Philippines, and on-shore US sites when it comes to Sales, CSAT and Quality, AHT and Productivity, Issue Resolution, and Client Surveys
- Created an operations playbook, improved operating rhythm, and was awarded twice as the Manager of the Year for making the business grow and making the site the number one (1) site worldwide
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
TEAM MANAGER / SUPERVISOR OF OPERATIONS
Sykes
11.2009 - 01.2017
- Plan and manage all activities relating to a team's performance and operations, by leading a team of front liners in delivering quality services to clients and customers
- Actively measures and analyzes customer outcomes and initiates cross-functional team actions to constantly improve results, to ensure that all milestones are achieved in a timely efficient, and cost-effective manner
- Awarded Multiple times as Supervisor or Team Manager of the Year, due to consistency and resilience when it comes to exceeding performance expectations
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
AGENT / SUBJECT MATTER EXPERT
Sykes Asia Inc.
03.2005 - 11.2009
- Delivered exceptional customer service by proactively addressing concerns and fostering a positive experience throughout all interactions.
- De-escalated and resolved customer complaints with punctual, polite and professional service.
- Enhanced client satisfaction by promptly addressing inquiries and providing accurate information on products and services.
- Spearheaded team training initiatives, equipping agents with essential skills to excel in their roles.
- Streamlined documentation process, reducing turnaround time for contract approvals.
Education
Bachelor of Science - BIOLOGY
Cebu Normal University
Cebu City, Province Of Cebu, Philippines 04.2001 - 03.2005
Skills
Coaching and Mentoring
Awards
Team Leader of the Year - 2010, 2011, 2012, 2013
Team Manager of the Year - 2015
Primo Award - Manager of the Year - 2017 , 2018
Training
- LEAN Six Sigma Training - White, Yellow, Green Belt
- Project Management - Traditional and Agile Approach
- Behavioral Interview: Human Lie Detector Training
- 7 Habits - Stephen Covey Seminar and Training
- 8 Habits - Stephen Covey Seminar and Training
- Comprehensive - Intensive Coaching Approach
- Sykes Leadership Enhancement Advancement Program for Supervisors and Managers 2008-09 (LEAP Graduate)
- Leadership Fundamentals - Corporate Ecosystem and Leadership Approach
- Etiquette for Supervisors and Managers
- Behavioral Counseling and Motivation
- Communicating Organizational Changes
- Behavioral Coaching and Inspirational Leadership
- POLC Planning, Organizing, Leading, and Controlling Techniques
- Problem-solving and Decision-Making in Groups
- Mastering Change and Managing Perceptions
- Fish Philosophy - Driving people to do more than expected
- Give them the pickle - Alternative Customer Service
- Theory of Expectations - CSAT Techniques
- Sykes Continuous Improvement Techniques
- Account Management - Financials, Revenue, and Profit
- Productivity Management: Service Level, AHT, and Adherence Management
- Account NXS, NPS, LTR Management: Promote Customer Loyalty
- Sinek's Golden Circle Techniques - The new way of Selling, Counseling, and Motivation
- Contingency Management: Account Crisis Management, Disaster Avoidance, and Recovery Procedure for Business Continuity
Timeline
BPO SITE LEADER - CUSTOMER SERVICE AND SALES
TDCX
01.2024 - 03.2025
BPO VENDOR MANAGER - TECHNICAL SUPPORT CENTER
Lexmark Research and Development
07.2022 - 01.2024
SENIOR OPERATIONS MANAGER - BPO OPERATIONS
Sykes / Sitel
04.2021 - 07.2022
OPERATIONS MANAGER - BPO OPERATIONS
Sykes
01.2017 - 04.2021
TEAM MANAGER / SUPERVISOR OF OPERATIONS
Sykes
11.2009 - 01.2017
AGENT / SUBJECT MATTER EXPERT
Sykes Asia Inc.
03.2005 - 11.2009
Bachelor of Science - BIOLOGY
Cebu Normal University
04.2001 - 03.2005
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