Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Maria Isabel Senerpida

Operations Manager
Lapu Lapu City
Maria Isabel Senerpida

Summary

Operations Manager leading Team Leader across customer service operations. Drives process improvement, team coaching, and performance management to lift service quality and operational consistency. Aligns daily execution with customer satisfaction goals and escalates issues into clear, workable action plans.

Overview

15
years of professional experience

Work History

TDCX

SME Manager and Operations Manager
03.2020 - Current

Job overview

  • Analyzed customer feedback to refine service delivery methods, increasing overall satisfaction ratings.
  • Analyzed and reported on key performance metrics to senior management.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Mentored junior staff, fostering skills development and promoting a culture of continuous learning within the team.
  • Facilitated workshops to share industry insights and trends, enhancing team's strategic decision-making capabilities.

Omega Healthcare

Operations Supervisor/ Team Leader
05.2017 - 04.2019

Job overview

Conduent Inc.

Operations Supervisor/ Team Leader
01.2016 - 04.2017

Job overview

Telstra Powered by Teletech

Operations Supervisor/ Team Leader
03.2013 - 01.2016

Job overview

Offshore Staff

Sales Representative
12.2011 - 02.2013

Job overview

Education

University of San Carlos
Cebu City

B.S from Psychology
03-2007

University Overview

Saint Alphonsus Catholic School
Poblacion, Lapu Lapu City

03-2004

University Overview

Saint Theresa's College
Gen. Maxilom St. Ave., Cebu City

03-2000

University Overview

Skills

Customer service management

Customer satisfaction enhancement

Product selling and up selling

Workforce planning

Escalation management

Quality assurance

Performance reporting

Timeline

SME Manager and Operations Manager
TDCX
03.2020 - Current
Operations Supervisor/ Team Leader
Omega Healthcare
05.2017 - 04.2019
Operations Supervisor/ Team Leader
Conduent Inc.
01.2016 - 04.2017
Operations Supervisor/ Team Leader
Telstra Powered by Teletech
03.2013 - 01.2016
Sales Representative
Offshore Staff
12.2011 - 02.2013
University of San Carlos
B.S from Psychology
Saint Alphonsus Catholic School
Saint Theresa's College
Maria Isabel SenerpidaOperations Manager