PIA GUTIERREZ

I am a seasoned BPO leader with a comprehensive and diverse background spanning nearly all functions within the industry. From operations and customer support to strategy and process improvement, I have managed and optimized teams across multiple geographies and business units. This extensive experience has provided me with a deep understanding of the end-to-end service delivery ecosystem. It is this broad perspective that has enabled my transition from leading individual teams to governing entire Philippine sites, overseeing all functions and ensuring alignment with organizational objectives. This holistic approach allows me to deliver sustainable operational excellence and drive strategic growth. My mission is to drive continuous growth in the BPO industry, empower individuals to reach their full potential, and transform workplace culture in the Philippines to elevate the industry’s global reputation. The work has been good to me throughout my career, so it’s only right to pay it forward.

Black Belt Six Sigma - Class Valedictorian

Ateneo De Manila - Graduate School of Business, Center for Continuing Education 2011

• I leveraged my acquired skills here in creating operations structures that reduce errors in handling and increase efficiencies. This also served me well in mentoring leaders on how to think systematically and execute well in achieving their targets. Putting in practice the disciplined approach of Six Sigma thinking paved the way for consistency in meeting stakeholder expectations from my vantage point as an operator.

Green Belt Six Sigma

Ateneo De Manila - Graduate School of Business, Center for Continuing Education 2011

COPC Certified Implementation Leader

Customer Experience Standards 6.0

• Received a 99% score in final certification; this acquired learning and skill enabled me to create proper structures for effective performance management. This boosted my ability to instinctively troubleshoot problematic operational situations then successfully handing over management back to its dedicated leadership. Knowing what needs to be constant in High-Performing environments also reinforced my decision-making skills as well in vendor selection, as I evolved in my roles. This specialized understanding helped me in transitioning global functions to the Philippines, as my operations proved to perform better than the competition by consistently applying the COPC standards, as necessary.