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Maria Eliza Acuña
CX Outsourcing Leader
Mandaluyong City, Metro Manila
Summary
Accomplished CX Outsourcing Executive experienced in scaled operations, client management, organizational development, and sales. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing market leadership.
Overview
23
23
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
VP of Operations
TDCX PH Inc.
11.2022 - Current
- Overseeing a multi-tier, omnichannel program across Cebu and Manila, portfolio valued at USD 50 million
- Improved operational efficiency by optimizing revenue generation and minimizing staffing excess
- Led organizational restructuring initiatives while maintaining high employee morale and retention
- Implemented an effective workforce planning strategy, balancing staffing needs with budgetary constraints while maintaining high employee engagement levels
- Sustained consistent optimal performance, leading to additional monthly revenue from client incentive program
- Cultivated strong client relationships, recognized as a trusted partner for CX insights and innovative projects
VP of Business Strategy
TDCX PH Inc;
11.2020 - 10.2022
- Established the company's ESG program, achieved PAS 2060 Carbon Neutrality standard
- Ensured regulatory compliance at all times, maintained ISO 18295 Customer Contact Center standard
- Led business development in the Philippines, successfully onboarding three new clients in 2022
- Headed cross-functional teams, resulting to successful completion of major projects in Marketing and Communication, Client Solutions, Risk and Compliance, Business Continuity
Director of Operations
TELUS International Philippines
01.2016 - 11.2020
- Led operations for a key account, achieving 2x growth in a portfolio valued at USD 15 million
- Served as Chief of Staff to the country manager from 2016-2018, responsible strategic initiatives involving capital investments, pricing solutions, and profitability
- Designed and implemented a financial KPI for the region, resulting in annual savings of USD 4 million
- Created an internal application to facilitate career development selection
Director, Service Delivery
Transcom Worldwide
01.2015 - 12.2015
- Facilitated cross-functional collaboration for a top account operating in 4 sites in the Philippines
- Implemented risk mitigation strategies to minimize negative impacts on business operation
- Oversaw process improvement initiatives recognized by the clients
Director, Client Services
Sutherland Global Services
05.2013 - 09.2014
- Managed the client relationship for a top account with operations in 4 sites in PH and India
- Implemented reports automation resulting in improved invoicing accuracy
- Effectively led contract renewal negotiation, resulting to a long term agreement
Senior Operations Manager
Convergys Philippines
08.2006 - 04.2013
- Joined the company as an operations manager for a US-based automotive client from 2006-2008
- Served as a senior manager for client services for a top client with operations in Cebu and Manila from 2008-2009
- Functioned as a senior manager for operations from 2009-2013
Operations Manager
ICT Group
02.2004 - 08.2006
- Joined the company as an customer service representative for an inbound sales financial program
- Promoted as a team leader within the first year for an outbound sales program
- Launched an inbound customer service program as an operations manager in 2005
Customer Service Representative
ETelecare Global Solutions
01.2003 - 12.2003
- Contributed to sales growth by upselling products and services based on individual customer requirements
- Exceeded performance metrics consistently, earning recognition as a top performer within the team
Medical Representative
GlaxoSmithkline Philippines
03.2002 - 12.2002
- Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the products
- Regularly exceeded sales targets by establishing rapport with new clients while maintaining long-lasting relationships with existing ones
- Managed territory efficiently, effectively prioritizing visits to key healthcare providers and facilities
Education
Bachelor of Science - Psychology
Miriam College
Quezon City 06.1998 - 03.2002
Skills
Strategic Planning
Operational Leadership
Project Management
Business process reengineering
Change Management
Certification
COPC Certified CX Performance Leader 7.0
Interests
Sustainability
Culinary Enthusiast
Timeline
VP of Operations
TDCX PH Inc.
11.2022 - Current
COPC Certified CX Performance Leader 7.0
02-2022
VP of Business Strategy
TDCX PH Inc;
11.2020 - 10.2022
Director of Operations
TELUS International Philippines
01.2016 - 11.2020
Director, Service Delivery
Transcom Worldwide
01.2015 - 12.2015
Director, Client Services
Sutherland Global Services
05.2013 - 09.2014
Senior Operations Manager
Convergys Philippines
08.2006 - 04.2013
Operations Manager
ICT Group
02.2004 - 08.2006
Customer Service Representative
ETelecare Global Solutions
01.2003 - 12.2003
Medical Representative
GlaxoSmithkline Philippines
03.2002 - 12.2002
Bachelor of Science - Psychology
Miriam College
06.1998 - 03.2002
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