RANIELA HERNANDEZ
Bacoor
Summary
Strategic BPO leader with nearly 20 years in Technical Account Management, Operations Management, Quality Assurance, and Product Training. Expertise in driving client retention, optimising CCaaS platforms, and leading remote teams. Focused on aligning operational strategies with client goals, enhancing customer experience metrics, and developing future leaders through targeted coaching and process improvement.
Overview
20
20
years of professional experience
Work History
Technical Account Manager (WFH)
Five9 Philippines Inc.
11.2024 - Current
- Drove adoption of Five9 Intelligent Cloud Contact Center suite features, leveraging AI automation, Intelligent Virtual Agents (IVA), and CRM integrations (Salesforce, Velocify, NetSuite) to maximise operational efficiency.
- Served as the primary technical advisor for 16 enterprise operational accounts across diverse US industries, orchestrating cloud contact center architecture, platform stability, and omnichannel workflow optimisations on the Five9 CCaaS enterprise platform.
- Tracked technical health metrics, conducted service performance reviews, and delivered customised cloud infrastructure solutions to improve system reliability and customer satisfaction.
- Partnered with cross-functional technical teams to troubleshoot escalation trends, mitigate operational risks, and implement root-cause resolutions.
Operations Manager, Customer Experience
iQor Philippines
Dasmariñas
12.2023 - 11.2024
- Led cross-functional operational teams, executing data-driven strategies to elevate customer experience and meet key performance indicators.
- Conducted performance evaluations, complaint escalations, and employee development through structured mentorship and monthly alignment meetings.
- Optimized staffing schedules and resource allocation across operational shifts without compromising service delivery quality.
- Managed recruitment, onboarding, and continuous process improvement initiatives to streamline department workflows.
- Coordinated project activities in Dasmariñas to enhance local operational efficiency.
Operations/SME Supervisor (WFH/Onsite)
iQor Philippines
Dasmariñas
06.2016 - 11.2023
- Directly managed teams of 15–20 customer care representatives in a dedicated Work-from-Home (WFH) setup for two years (2020–2022), driving daily remote performance, SLA targets, and team engagement.
- Supervised 60–80 representatives and team leads in site-based environments handling billing, retention, technical support, and collections.
- Audited monthly performance metrics, implemented corrective action plans, and conducted structured coaching for low-performing tiers.
- Analyzed CSAT and AHT trends, presenting actionable insights and root-cause analysis in executive insight and calibration meetings.
- Facilitated new-hire onboarding, talent development, and career pathing to build leadership pipelines within the organization.
Client Team Manager
Advanced Health Media / TEVA Pharma
Makati
07.2013 - 06.2016
- Managed a team of event and administrative planners facilitating healthcare meetings and programs for pharmaceutical clients.
- Collaborated with on-site and onshore Directors of Operations to uphold service level agreements and align client expectations.
- Conducted regular performance audits, policy enforcement, and professional development coaching for team members.
- Coordinated event planning tasks in Makati to ensure seamless operations and successful event execution.
Operations Supervisor (Team Leader)
Startek International Limited
11.2008 - 07.2013
- Supervised 10–15 technical, billing, and sales customer care representatives, achieving team targets through focused guidance.
- Handled high-priority customer escalations, facilitating calibration sessions and coaching to enhance team performance.
- COMCAST
Product Trainer
Advanced Contact Solutions Inc.
Makati
05.2007 - 08.2008
- Collaborated with Quality Assurance and Operations teams as subject matter expert, identifying and addressing learning gaps to improve training effectiveness.
- Developed and delivered training modules for technical support representatives, aligning content with client specifications to enhance service quality.
- Verizon Online
Quality Assurance Specialist
Advanced Contact Solutions Inc.
Makati
05.2007 - 05.2008
- Facilitated global calibration sessions with client partners, aligning on program standards to ensure consistent quality assurance.
- Evaluated technical support calls and documented quality metrics, providing actionable feedback to enhance representative compliance and performance.
- Verizon Online
Technical Support Representative (Verizon Online)
Advanced Contact Solutions Inc.
11.2006 - 05.2007
- Diagnose subscriber faults and resolve equipment issues through direct troubleshooting.
- Troubleshoot network connectivity issues to restore stable service for subscribers.
- Provide hands-on support for online equipment, ports, and configuration checks.
Education
Bachelor of Secondary Education - Communication Arts in English (LET Passer)
Pamantasan Ng Lungsod Ng Maynila
01-2006
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Maynila
01-2002
Skills
- CCaaS architecture
- SLA & KPI Tracking
- Escalation Management
- Performance Auditing
- Process Improvement
- Workflow design
- Operations Management
- Workforce Allocation
- Account management
- Stakeholder Alignment
- Strategic Planning
- Remote leadership
- Team coaching
Custom
Operations Management, Strategic Planning, Workforce Allocation, Team Mentorship & Coaching, Performance Auditing, Technical Account Management (TAM), Stakeholder Alignment, Escalation Management, SLA & KPI Tracking, Five9 CCaaS Architecture, Intelligent Virtual Agents (IVA/AI), Omnichannel Workflow Design, Process Improvement, Remote Team Leadership (WFH)
Timeline
Technical Account Manager (WFH)
Five9 Philippines Inc.
11.2024 - Current
Operations Manager, Customer Experience
iQor Philippines
12.2023 - 11.2024
Operations/SME Supervisor (WFH/Onsite)
iQor Philippines
06.2016 - 11.2023
Client Team Manager
Advanced Health Media / TEVA Pharma
07.2013 - 06.2016
Operations Supervisor (Team Leader)
Startek International Limited
11.2008 - 07.2013
Product Trainer
Advanced Contact Solutions Inc.
05.2007 - 08.2008
Quality Assurance Specialist
Advanced Contact Solutions Inc.
05.2007 - 05.2008
Technical Support Representative (Verizon Online)
Advanced Contact Solutions Inc.
11.2006 - 05.2007
Bachelor of Secondary Education - Communication Arts in English (LET Passer)
Pamantasan Ng Lungsod Ng Maynila
Bachelor of Science - Information Technology
Pamantasan Ng Lungsod Ng Maynila