NICOLE BILLENA
Operations Manager
Iloilo
Summary
Although new to Virtual Assistance, I bring 8 years of corporate experience in administrative and operational roles. Highly organized, detail-oriented, and reliable, I am eager to provide efficient support, manage tasks effectively, and help businesses run smoothly while continuously learning and growing in a VA career.
Overview
8
8
years of professional experience
1
1
Language
Work History
Operations Manager
BPO
ILOILO CITY (CAPITAL)
03.2024 - Current
- Successfully expanding team capacity by 70 agents under my supervision.
- Developed and implemented strategies to maximize customer satisfaction.
- Managed budgeting, resource allocation, and financial reporting for the department.
- Increased profit by streamlining operations.
- Prepared detailed presentations using data analytics and reports for senior management and US based clients.
- 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.
- Spearheaded process improvements, resulting in increased productivity and reduced operational costs.
Team Leader
BPO
ILOILO CITY (CAPITAL)
11.2021 - 02.2024
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
Customer Service Representative
BPO
ILOILO CITY (CAPITAL)
06.2018 - 10.2021
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Education
Accountancy Management, Finance
Central Philippine University
Iloilo City 04.2001 -
Skills
Operations management
Process improvement
Organizational management
MS office
Team leadership
Operations monitoring
Data analysis
Operational efficiency
Problem-solving
Customer service
Performance monitoring
TOOLS AND PROFICIENCY
- Microsoft Tools
- Reporting & Data Analysis
- Workflow & Scheduling Tools
- Communication Tools
Timeline
Operations Manager
BPO
03.2024 - Current
Team Leader
BPO
11.2021 - 02.2024
Customer Service Representative
BPO
06.2018 - 10.2021
Accountancy Management, Finance
Central Philippine University
04.2001 -