Radaba Polo
Cubao
Summary
Dynamic operations manager with over 15 years of expertise in sales leadership, customer service excellence, and program development, consistently driving strategic growth through CRM innovation and cross-functional collaboration. Proven track record in leading multi-site teams, optimizing customer journeys, and implementing advanced sales automation tools to enhance business performance. Recognized for cultivating high-performing cultures and coaching team leaders to achieve targeted results while fostering collaboration. Skilled in strategic planning and operational efficiency, ready to leverage extensive experience in process improvements to meet and exceed organizational goals.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Customer Service Operations Manager
Blueberry Markets Philippines
Taguig
08.2024 - Current
- Manage and coach Customer Service Team Leaders handling global regions: APAC, LATAM, EMEA, and Malaysia.
- Execute strategic escalation management and workflow adjustments to improve service experience.
- Spearhead NPS, CSAT, and CES improvement through targeted feedback actions.
- Forecast and manage staffing plans, volumes, and workforce needs across time zones.
- Design and execute automation flows using Zapier, including custom multi-step workflows for lead capture, agent routing, and post-interaction surveys.
- Optimize CRM platforms (HubSpot) to personalize client journeys and improve team productivity.
- Collaborate with cross-functional teams to streamline support systems and reduce manual workload.
- Lead cross-functional training efforts, product knowledge development, and coaching programs.
- Champion Blueberry culture of performance, innovation, and recognition.
Operations Manager
Principal Global Services
Taguig
03.2022 - 08.2024
- Led multi-product, high-volume support teams while ensuring quality service delivery.
- Managed operational metrics, unit budget, and staffing strategy.
- Guided hiring, training, performance reviews, and promotion initiatives.
- Resolved complex customer issues and aligned with business unit goals.
- Connected service teams across projects to support interdepartmental collaboration.
- Participated in change control processes, risk management, and long-term project planning.
Operations Manager
Zengage Inc.
Pasay
07.2021 - 09.2021
- Managed performance for men’s health client account including renewals, upsells, medication dispatch.
- Coordinated with AU-based doctors/pharmacies to adjust dosage and treatment cycles.
- Created daily sales forms, tools, Zoho records, and reporting templates.
- Designed sales incentives and CRM strategies for patient compliance and repeat sales.
- Led team training, coaching, and performance assessments.
Sales and Program Manager
Men’s Health Clinic
Makati
11.2019 - 06.2021
- Delivered sales growth by enhancing coaching, outreach, and program engagement.
- Directed customer retention strategies and built CRM workflows.
- Oversaw fulfillment logistics and escalations for timely support.
Speaker & Sales Manager
Day Trading Academy
Taguig
04.2019 - 11.2019
- Conducted public seminars on trading and financial empowerment for 1,000+ attendees.
- Shared personal finance lessons, motivated prospects, and increased enrollment.
- Created speaking tools, training decks, and lead-gen assets.
Sales Program Manager & Credit Control
Learn to Trade PH (LTT Smartchart)
Taguig
01.2017 - 04.2019
- Managed sales, collections, and retention functions while structuring new training programs.
- Oversaw weekly client meetings, agent evaluations, and pipeline performance.
- Implemented credit policy improvements and dispute resolution workflows.
Collections & Sales Manager / Credit Controller
Acquire BPO
Mandaluyong
07.2014 - 01.2017
- Handled B2B/B2C collections and client relationships across Australia.
- Trained staff in dispute handling, billing, and reconciliations.
- Set goals and led weekly team performance reviews.
Product Consultant
Atlantic Coast Media Group
Eastwood, Q.C.
07.2012 - 10.2012
- Maintained order pipelines and account service performance.
- Conducted product demos, tracked sales, and built client loyalty.
Collection Analyst
IQor
Clark, Pampanga
05.2010 - 05.2012
- Collected 100–300+ day overdue accounts, including bankrupt portfolios.
- Negotiated settlements and payment restructuring plans.
Sales Representative
Sutherland
Clark, Pampanga
11.2009 - 03.2010
- Promoted antivirus software in inbound/outbound environments.
- Handled tech and billing inquiries.
Escalations Specialist / QA / CSR
ePerformax
Makati
07.2006 - 10.2009
- Took ownership of customer escalations, trained new agents, and ensured QA compliance.
- Created agent scorecards and QA metrics for coaching sessions.
Education
Bachelor of Arts - Broadcasting
St. Paul College
Quezon City01.2006
Skills
- Sales Funnel Strategy
- Sales Process Design
- Sales Automation Implementation
- Customer Relationship Management (CRM)
- Lead Generation & Conversion
- Public Speaking
- Presentation Delivery
- Workshop Facilitation
- Team Motivation
- Stakeholder Communication
- Cross-Functional Collaboration
- Automation
- Zapier Integration
- CRM Optimization
- Global Operations Management
- KPI & SLA Leadership
- Cross-Functional Team Alignment
- Customer Experience Strategy
- NPS/CSAT/CES Optimization
- Escalation Management
- People Development
- Coaching & Performance Enablement
- Team Leader Mentorship
- Process Improvement
- SOP Design
- Workforce Forecasting & Utilization
- Salesforce
- Zoho
- HubSpot
- Zendesk
- Genesys
- Avaya
- RingCentral
- MS Office
- Google Suite
- Planning and implementation
- Process improvement
- Performance management
- KPI tracking
- Delegation
- Work flow planning
- Risk management
- Budget development and management
- Purchasing and procurement
- Complex problems analysis
- Business development
- Data analysis
- Forecasting and scheduling
- Performance reporting
- Cross-functional communication
- Process flows
- P&L management
- Change management
Certification
- Coaching and Public Speaking, 2021
- Leadership Boot Camp, 2022
- Inspiring Leadership through Emotional Intelligence, 2024
- Dealing with Power and Dynamics, 2025
Hobbies and interests
- Singing
- Dancing
- Acting
Timeline
Customer Service Operations Manager
Blueberry Markets Philippines
08.2024 - Current
Operations Manager
Principal Global Services
03.2022 - 08.2024
Operations Manager
Zengage Inc.
07.2021 - 09.2021
Sales and Program Manager
Men’s Health Clinic
11.2019 - 06.2021
Speaker & Sales Manager
Day Trading Academy
04.2019 - 11.2019
Sales Program Manager & Credit Control
Learn to Trade PH (LTT Smartchart)
01.2017 - 04.2019
Collections & Sales Manager / Credit Controller
Acquire BPO
07.2014 - 01.2017
Product Consultant
Atlantic Coast Media Group
07.2012 - 10.2012
Collection Analyst
IQor
05.2010 - 05.2012
Sales Representative
Sutherland
11.2009 - 03.2010
Escalations Specialist / QA / CSR
ePerformax
07.2006 - 10.2009
Bachelor of Arts - Broadcasting
St. Paul College