NICHIREN WATANABE
Imus, Province Of Cavite,CAV
Summary
Results-driven and visionary BPO leader with 15+ years of progressive experience, including 7+ years in people and operations management. Skilled in improving sales, revenue, client satisfaction, operational performance, cost efficiency, and attrition through strategic process optimization and strong leadership. Background includes managing large-scale teams of 100–200 FTEs across customer service and technical support functions in voice, non-voice, chat, ticket, and email channels. With experience in healthcare, financial services, shared services, and Google services accounts, I have consistently managed core client metrics including quality, NPS, attendance, attrition, and customer satisfaction. Known for strong work ethic, resilience, and the ability to lead teams effectively in high-pressure environments. Most recent experience was as a freelancer.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Account Manager
JP Morgan Chase
Taguig City
05.2025 - Current
- Account Manager | Driving Operational Excellence & People Leadership at JP Morgan Chase
- Cultivated strong client relationships to enhance customer satisfaction and retention.
- Developed tailored solutions addressing client needs and industry trends.
- Managed account portfolios, ensuring alignment with strategic business goals.
- Led cross-functional teams to deliver integrated marketing campaigns for clients.
- Lead high-volume mortgage operations with accountability for operational performance, customer satisfaction, product and process improvement, AI champion and operational excellence.
- Partner with cross-functional stakeholders and business leaders to resolve operational issues, support business initiatives, and implement process improvements.
- Strengthen operational controls, compliance adherence, and execution discipline within the organization - Coach and develop Specialist and team members on performance management, operational execution, and decision quality.
- Leveraged AI enabled tools and analytics to identify customer experience trends, operational inefficiencies, and coaching opportunities across collections teams.
Admissions Manager
Akua Mind & Body
United States
07.2024 - 04.2025
- Runs business operation for a US Treatment Facility.
- Handle a group of admission counselor in daily basis.
- Manages the admission of US clients who needed to get treatment for Mental Health and Substance Abuse
- Ensure operational excellence in meeting performance goals.
- Weekly Performance review with Management. Performance review within my Cluster.
- Handles Process Improvement and conduct Training.
- Led team training sessions to improve staff performance and ensure compliance with admissions policies.
- Developed and implemented strategic admissions processes to enhance student enrollment efficiency.
- Analyzed application trends to inform recruitment strategies and optimize outreach efforts.
Talent Sourcing Specialist
HeyTutor
08.2023 - 06.2024
- Involves identifying, attracting, and engaging potential candidates for current and future job vacancies within an organization.
- Also, Initial and Final Interview, pre-onboarding, and adhoc tasks. It’s a work from home set up/remote work.
- This is a seasonal account basing on US school year.
Assistant Operations Manager
Evolent Health Philippines
10.2022 - 06.2023
- Driving operational excellence with critical key performance indicators such as CSAT, Efficiency, Quality, AHT, Attendance and Service Level.
- Manages a US Based Health Care Program where we provide support to the Members and Providers. We cater to inquiries about Benefits, Claims, Enrollments, Payment, Renewals, Dispute for Life Insurance. In all support channel. ( Phone, Chat, Emails, and tickets )
- Build strong relationships with the client and have a full and proactive understanding of their requirements to ensure long-term relationships are fostered and maintained.
- Provide leadership for projects and change management to deliver smooth implementations and on-going delivery of services for customers.
- Spearheads recruitment, employee onboarding process, and focusing on improving Employee Experience.
- Pioneer in process optimization and company policies and HR related handbooks.
- Conducts performance reviews and provides performance extensive to leaders to maintain accurate and operational goals settings, year to date engagement activities and employee retention discussions.
- Ensures adherence to company and client policies through collaboration with Risk and Compliance team, Training and Quality Team and Work force Management Team.
Team Leader
Telus International Philippines
02.2021 - 07.2022
- Drives the Performance on a day on day basis for the US Financial Account, Barclays Bank.
- Manages an average of 15-30 agents for Voice and Non Voice support.
- Proven Leadership via effective Coaching Methodology and Goals Settings and Succession management.
- Manages the Weekly and Monthly Internal Performance Reviews.
- Spearheaded the Nesting Team Leader program with a 100% Pass rate and Ave QA of 92%.
- Able to maintain strong & healthy relationships with Partners/Clients and have a full and in depth understanding of the process.
- Able to continuously share ideas and suggestions for Process improvements.
- Spearheads recruitment, employee onboarding process, and focusing on improving Employee Experience.
- Able to conduct Goals Settings and Succession planning effectively as I have agents who got promoted as Team Leaders, Quality Analysts, Trainers and Work Force team.
- Able to Maintain Attrition below 3% on year to date average with an average of 4.5 KPI as a Team Leader.
- Able to Pioneer the back office business for Barclays Bank from 30 and grow it up to 100 FTEs.
- Able to manage client metrics such as CSAT, QA, AHT, Tickets Per Hour, Attendance FCR, etc.
- Ensures adherence to company and client policies through collaboration with Risk and Compliance team, Training and Quality Team and Work force Management Team.
- Engagement Officer - Host of big events in Barclays.
- Certified Six Sigma White and Yellow Belt.
Virtual Executive Assistant
Ernst & Young Global Delivery Services - Oceania Region
07.2020 - 02.2021
- Support and Manages on a day on day basis - 4 B CEO & Directors of this Accounting Firm.
- Primary point of contact for all CEOs and Directors I support.
- Calendar Management - Book and Organize CEO/Director’s schedule for the day. Had great understanding of the Priority meeting over the other. Ensuring all calls and meetings are organized hourly with minimal overlapping meetings / calls.
- Inbox or Diary Management - Given the authority to answer emails on the CEO/Director’s behalf. Ensuring no unattended and responded accordingly and time on emails on a daily basis. Coordinate with appropriate team if needed.
- Expense Management - Runs the Monthly Financial Statements of the CEO/Director’s and make sure all expenses are reported and reimbursed accordingly. Create and submit financial reports and submit to appropriate team to ensure no balance are not attended to.
- Travel and Accommodation Management - Responsible in booking the flight and hotel accommodations of the CEO/Director who has scheduled business trips. Lease with airlines and other departments to ensure everything is settled before the day of flight and back to the office.
- Create and submit the Minutes of each meetings that CEO/Director asked me to attend to.
- Certified Six Sigma White and Yellow Belt via Udemy.
Assistant Manager
Concentrix Corporation
12.2011 - 07.2019
- Started as a Customer Service Representative for Google Account. Financial Account where we support payment issues, payment processing and refunds.
- Got promoted as a Subject Matter Expert ( 1 year )
- Focus on Escalations
- Tier II Ticket / Email Support / Escalation Calls / Supervisor calls / Manager Calls
- Manages the Weekly Client Sync for Process and Product Improvements.
- Upselling Google Products and services - G suite, Google drive, Google Apps, Pixel and other devices.
- Got promoted as a Product and Communications Trainer ( 2 years )
- Got Certified by the clients of Google to conduct formal Training Classes with an average of 20 - 30 trainees.
- The only trainer to Pioneer multiple new LOBs from Google due to strong Client Relationship/Management
- Has an extensive knowledge about the Process.
- Talent Acquisition - also helping out with the talent recruitment, pre-process training/ onboarding.
- Manages Training Schedule and Room allocation.
- Successful throughput average ( 30-60-90 ) with 100% pass rate.
- Maintain and develop Training Materials / Decks for each LOBs we have in Google.
Payment / Share Services Specialist
Txvia Inc Philippines
07.2011 - 12.2011
- Customer Service Representative that handles payment concerns for Shared Services
- Pioneered a new Credit/Debit Card - Suzy Orman’s card.
- Inbound Customer Service - Processing Refunds, Payment, and Disputes.
- Deals with account management like updating account information.
- Handles enrollment and inquiries of new and potential customers.
- Submits Trouble Tickets for customers who have issues with their equipment.
- The Business was acquired by Concentrix Corporation.
Customer Service Representative
Zenta Global Philippines
04.2010 - 06.2011
- Inbound Customer Service assisting Payment Processing and Payment Concerns for their house/mortgage.
- Collections / Payment processing
- Assist customer for reviewing payment history
- Assist Customer for Loan Modification for their Mortgage.
- Escalates concern/tickets for Account closure / for closed property.
- Handle inbound and outbound calls ( average of 100-120 calls/day )
- Been top agent for the month multiple times.
- The business was bought by Accenture.
Sales Representative ( 3 months )
PLDT Ventuz
01.2010 - 03.2010
- Inbound Sales Representative - US Clients
- Selling Flowers Chocolates, Stuff Toys, etc
- Project Based Account / Seasonal Account
- Top Rookie sales agents for the Project
- Handling around 30 - 70 calls daily
Skills
- Project Management
- People Management
- Risk Management
- Special Project Management
- Client Relations Management
- On Boarding Specialist
- Talent Acquisition
- Sales
- Customer Service
- Technical Support
- Healthcare Services
- Shared Services
- Leadership Management
- Campaign / Program Management
- Business Compliance / Policy
- Task Management
- Process / Communications Training
- Succession Planning
- Expense Management
- Travel and Accommodation
- Inbox / Diary Management
- Calendar Management
- Retention
- Engagement / Events Management
- Business Reviews
- Business Presentations
- Escalation Management
- Microsoft Office
- Microsoft Excel
- Google Docs, Presentations, Spreadsheets, Drive, Mail, etc
- Salesforce
- Zendesk
- Outlook
- Citrix
- Jira
- Oracle
- OBS
- Canva
- MS Teams
- Slack
- Traktime
- Confluence
- Google Wallet
- Google Pay
- Hubspot
- Freshdesk
- Talkdesk
- ASANA
- Hubstaff
- Rippling
- JazzHR
- Textline
- Calendly
- Zoom
Certification
- Project Management
- Change Management
- Six Sigma - White Belt
- Six Sigma - Yellow Belt
- HIPAA Certified
Timeline
Account Manager
JP Morgan Chase
05.2025 - Current
Admissions Manager
Akua Mind & Body
07.2024 - 04.2025
Talent Sourcing Specialist
HeyTutor
08.2023 - 06.2024
Assistant Operations Manager
Evolent Health Philippines
10.2022 - 06.2023
Team Leader
Telus International Philippines
02.2021 - 07.2022
Virtual Executive Assistant
Ernst & Young Global Delivery Services - Oceania Region
07.2020 - 02.2021
Assistant Manager
Concentrix Corporation
12.2011 - 07.2019
Payment / Share Services Specialist
Txvia Inc Philippines
07.2011 - 12.2011
Customer Service Representative
Zenta Global Philippines
04.2010 - 06.2011
Sales Representative ( 3 months )
PLDT Ventuz
01.2010 - 03.2010