ROXANNE DOMINGUEZ
Operations Manager
Pasig City
Summary
Results-driven BPO Operations Manager with proven track record of success spanning 16 years, including extensive experience in team leadership and operational management. Dedicated to driving operational excellence, fostering team development, and delivering exceptional customer service to achieve organizational goals.
Overview
16
16
years of professional experience
Work History
Operations Manager
Probe CX Philippines
Eastwood Quezon City
11.2021 - Current
- Direct a team of 70+ collections and hardship specialist, overseeing daily operations to ensure compassionate and efficient handling of delinquent accounts and hardship cases within a regulated financial environment
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Enhanced team performance through targeted training programs focused on negotiation, empathy, and regulatory compliance.
- Developed robust contingency plans to ensure business continuity during unforeseen disruptions.
- Recognized for leading the department to achieve the best collections performance in the company's history during FY 2024
Team Leader (Team of Experts)
247.ai
Mckinley Hill, Taguig City
01.2015 - 11.2022
- Joined the pilot team of TEX (Team of Experts) handling multiple skills in one team (technical, customer service, messaging and voice)
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Guided experts and provided trainings to help the experts in transitioning from their core skills to being multi-skilled
- Identified birth pains thru performance reviews and came up with target action plans to arrest opportunities
- Successfully created and implemented weekly/monthly incentive to ensure targets are met or exceeded month on month
- Recognized as one of the top leads after exceeding targets for KPIs
- Mentored Lead apprentices and provided guidance to help them on their task completion and success.
Agent/SME (Telco Collections Team)
247.ai
03.2011 - 01.2015
- Joined the pilot team of Collections SMB handling both low and high-risk
- Ensured that KPIs (Kept Rate, sPay, NPS/IR) are on target thru effective risk assessment and account review
- SME handling newbies during their nesting period or providing additional support to bottom quartile agents.
Agent/SME (Utility Company)
TELUS Inc
04.2008 - 02.2011
- Level One escalation and Subject Matter Expert
- Coached bottom quartile agents on CSAT
- Supported new hires during nesting period.
Education
Bachelor in Broadcast Communication -
Polytechnic University of The Philippines
Manila, PhilippinesSkills
References
- Mark Villarba, Director of Operations, mark.villarba@probegroup.com.ph, +639175310516
- Mary Anonuevo, Operations Manager, mary.anonuevo@247.ai, +639991065070
- Aaron Balatbat, Senior Operations Manager, aaron.f.balatbat@sunlife.com.ph, +639285228426
Timeline
Operations Manager
Probe CX Philippines
11.2021 - Current
Team Leader (Team of Experts)
247.ai
01.2015 - 11.2022
Agent/SME (Telco Collections Team)
247.ai
03.2011 - 01.2015
Agent/SME (Utility Company)
TELUS Inc
04.2008 - 02.2011
Bachelor in Broadcast Communication -
Polytechnic University of The Philippines