Summary
Overview
Work History
Education
Skills
Accomplishments
Interests
Timeline
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Ma. Cecilia Amarille

Ma. Cecilia Amarille

Associate Manager
Imus

Summary

Experienced Associate Manager and Team Lead with 15+ years in the outsourcing/offshoring industry (BPO). Skilled in Customer Service, Team Management, Project Execution/Management, Risk Handling, Sales, Technical Support, Client Delivery, and Process Improvement. Proven track record in leading support teams and driving service excellence.

Overview

19
19
years of professional experience

Work History

Associate Manager

DataFlow Verification Services, Ltd
04.2019 - 06.2025

Company Overview: DataFlow verifies credentials directly with issuing authorities to ensure authenticity, compliance, and industry standards, primarily serving clients in healthcare and government sectors across the Middle East and Asia.

  • Customer Service: First Team Lead hired for the Philippine team; coached 10 associates and improved CSAT from 65% to 92%, sustaining above 95%.
  • Operations: Oversaw end-to-end document verification and Final Quality Check; improved on-time delivery from 76% to 95% and reduced error rates from 10% to 3%.
  • Project Management: Directed cross-functional teams in PH, India, and UAE; led AI-powered chatbot rollout via AWS, reducing backlog and improving query handling.
  • Multi-Channel Support: Handled live chat, email, and voice escalations across multiple regions; adept at using CRM tools including Zendesk, Freshdesk, and Freshchat for customer resolution, ticket management, and reporting.

Customer Service Team Lead

Opsify
11.2018 - 04.2019

• Led customer service team for Bouqs flower delivery; improved sales performance from 60% to 80% by coaching and streamlining internal processes.
• Maintained high NPS and supervised back-office operations to ensure smooth workflow and support.
• Managed customer interactions via live chat, email, and voice escalation channels, ensuring timely resolution and quality service using Zendesk and Freshworks platforms.

Sales Team Lead

Rendition Digital International Ltd
10.2016 - 09.2018
  • Managed a 13-member team for the WhatClinic.com account, facilitating patient-clinic bookings.
  • Improved appointment bookings by 10% through workflow adjustments.
  • Maintained a 93% quality rating, ensuring top-tier service delivery.

Sales Team Lead

TaskUs
01.2016 - 07.2016
  • Oversaw a team for SpareFoot, an online self-storage marketplace.
  • Achieved 85% sales performance, contributing to revenue stability.
  • Helped enhance sales processes to meet operational goals.

AVP - Operations Team Lead

iQor
04.2015 - 09.2015
  • Handled a technical/billing/sales account for a major U.S. telecom provider.
  • Increased customer satisfaction to 90% via process improvements.
  • Led a pioneer sales retention team, achieving 80% customer retention.

Risk Management Analyst

JPMorgan Chase & Co.
04.2009 - 04.2015
  • Managed inquiries in Mortgage Banking, escrow, and collections.
  • Conducted fraud investigations for credit card accounts, improving risk detection.
  • Transitioned from customer service to risk management, demonstrating versatility.

Production Team Lead (Citibank and AT&T)

West Corporation
07.2006 - 03.2009
  • Supervised support for Citibank credit cards, earning 3x Team Lead of the Month.
  • Launched and led a technical account for AT&T, achieving a 92% CSAT rating - highest among Philippine teams.

Education

BS - Chemistry

Pamantasan ng Lungsod ng Maynila (PLM)

Skills

Customer Experience Management

Accomplishments

  • Attended Great Manager Institute - a Personalized Education and Certification of People Managers in 2024 with DataFlow
  • Mentorleap- Speak With Impact by Mridu Bhandari (Public Speaking & Workplace Communication Coach, TV Anchor, Journalist, Podcast Host)
  • Google Project Management: Professional Certificate- ongoing

Interests

K-pop (BTS) & Fan Events
Personal Development & Upskilling
Nonfiction Reading (Leadership, Business, Psychology)
Community & Culture Engagement (Museum, Theatre, etc)

Timeline

Associate Manager

DataFlow Verification Services, Ltd
04.2019 - 06.2025

Customer Service Team Lead

Opsify
11.2018 - 04.2019

Sales Team Lead

Rendition Digital International Ltd
10.2016 - 09.2018

Sales Team Lead

TaskUs
01.2016 - 07.2016

AVP - Operations Team Lead

iQor
04.2015 - 09.2015

Risk Management Analyst

JPMorgan Chase & Co.
04.2009 - 04.2015

Production Team Lead (Citibank and AT&T)

West Corporation
07.2006 - 03.2009

BS - Chemistry

Pamantasan ng Lungsod ng Maynila (PLM)
Ma. Cecilia AmarilleAssociate Manager