Ruchie Simon
Muntinlupa City
Summary
Results-driven Senior Operations Leader with over 14 years of progressive experience in operations management, quality assurance, and process improvement within highly competitive BPO, travel, and customer experience environments. Proven ability to lead large-scale teams, optimize workflows, manage client relationships, and drive operational excellence for both on-site and remote/virtual setups. Recognized for transforming underperforming accounts into high-performing teams, fostering a culture of accountability, and leveraging data-driven insights to achieve KPIs and business goals. Adept at scaling operations, streamlining processes, and managing global client portfolios, with a strong track record in coaching leaders to deliver top-tier service.
Overview
16
16
years of professional experience
Work History
Senior Manager - Operations
IGT Solutions
09.2022 - Current
- Directed day-to-day operations to consistently meet and exceed performance targets, using reporting, audits, and continuous improvement to strengthen delivery.
- Worked closely with Workforce and Recruitment teams to secure accurate forecasts, maintain staffing levels, and ensure seamless hiring with zero disruption to business.
- Drove cost savings and process improvements, streamlining workflows without compromising quality or compliance.
- Built strong, long-term client partnerships by leading regular business reviews, addressing concerns proactively, and aligning solutions to client priorities.
- Guided and developed Operations Managers, instilling accountability and a culture of high performance across multiple teams.
- Led cross-functional projects and coordinated across delivery sites to ensure operational consistency, business continuity, and service alignment.
- Influenced senior stakeholders and spearheaded initiatives that raised service levels, improved operational effectiveness, and enhanced customer experience.
- Championed employee engagement and retention strategies, reducing attrition and fostering a motivated, high-performing workforce.
- Oversaw budget management and P&L accountability, ensuring financial targets were met while optimizing resources.
- Implemented compliance, risk management, and governance practices to safeguard business operations and client trust.
- Drove transformation initiatives, including digital adoption and automation, to improve efficiency and scalability.
Manager - Quality
IGT Technologies Philippines Inc.
05.2021 - 08.2022
- Ensure strict compliance with organizational policies, client requirements, and regulatory standards (PCI DSS, Infosec, GDPR, and security policies).
- Identify and address agent-level and process-level defects through evaluations, audits, and continuous monitoring.
- Conduct detailed analyses and root cause investigations on errors, escalations, and performance gaps; develop corrective and preventive action plans.
- Track and analyze operational KPIs (e.g., productivity, AHT, FCR, closure rates) to identify trends, behaviors, and opportunities for improvement.
- Lead Voice of Customer (VOC) analysis, providing actionable insights and recommendations to improve customer satisfaction and reduce effort.
- Strategize metric management on a monthly and quarterly basis to align with client and organizational objectives.
- Run effectiveness and outlier management programs to strengthen quality and performance outcomes.
- Initiate improvement projects that positively impact operational efficiency, customer experience, and cost reduction.
- Perform risk audits in addition to standard quality audits to ensure compliance with quality and security frameworks.
- Support operations by ensuring tool availability, monitoring application functionality, and maintaining login hours adherence.
- Manage team scorecards, PLI distribution, attendance, and basic discipline in line with organizational policies.
- Conduct team-level and site-level reviews, collaborating closely with cross-functional leaders.
- Report incidents of policy breaches promptly and ensure corrective action is taken.
Assistant Manager - Quality
IGT Technologies Philippines Inc.
05.2017 - 05.2021
- Spearheaded Quality Management for Chat, Email, Back-Office, and Social Media support within a high-volume Travel Line of Business (LOB).
- Designed and executed transactional and risk audits, ensuring strict compliance with policies, procedures, and regulatory standards.
- Identified agent-level and process-level gaps, conducted root cause analysis (RCA), and implemented corrective action plans to drive continuous improvement.
- Led Outlier Management Programs and monitored key performance metrics (AHT, FCR, productivity, CSAT) through regular evaluations.
- Developed and executed monthly and quarterly metric strategies, aligning quality goals with business and client expectations.
- Partnered with Operations in weekly strategy planning to address critical and non-critical performance areas.
- Ensured operational support through login-hour compliance, system/tool availability, and adherence to security frameworks (Disciplinary Policy, Information Security Policy, ZTP).
- Managed team performance scorecards, attendance, and discipline, ensuring fair and transparent PLI distribution.
- Conducted cluster- and site-level reviews to align stakeholders on quality trends, risks, and improvement initiatives.
- Developed automation solutions (Excel macros, JavaScript, HTML) to improve efficiency, accuracy, and reporting.
- Created an automated decision tree with scripts using HTML to standardize responses across multiple scenarios, enhancing consistency and reducing handling time.
Assistant Manager - Quality
WNS Global Services Philippines
11.2012 - 02.2016
- Led, coached, and developed Quality Analysts through regular goal-setting, monthly reviews, and one-on-one coaching, driving accountability and performance.
- Directed calibration sessions, audits, and compliance checks, ensuring 100% adherence to quality standards, client requirements, and process regulations.
- Analyzed KPIs (AHT, Quality Scores, CSAT, error trends) and implemented SMARTER action plans to address performance gaps and improve outcomes.
- Served as primary client liaison for process changes and audit requirements, strengthening client relationships and ensuring smooth operational alignment.
- Spearheaded risk reviews with the FMEA team, proactively identifying and mitigating process risks to safeguard compliance and efficiency.
- Designed automation tools, error-prevention templates, and custom utilities to streamline workflows, enhance accuracy, and improve productivity.
- Championed innovation as a key contributor to BRAINWAVE, the company’s idea-generation program, fostering best practices and performance excellence.
Quality Analyst and Cluster Head
WNS Global Services Philippines
11.2010 - 11.2012
- Improved overall process accuracy by monitoring evaluations, analyzing error trends, and implementing targeted action plans.
- Strengthened business reporting and review processes by supporting the Quality Assistant Manager with data validation and reporting accuracy.
- Enhanced team performance and reduced behavioral gaps by conducting one-on-one and triad coaching sessions with Quality Analysts.
- Increased compliance and consistency across evaluations by performing random audit checks against quality monitoring standards and procedures.
- Ensured alignment between operations and client expectations by leading internal and client calibration sessions, improving scoring accuracy and trust.
Customer Service Specialist
WNS Global Services Philippines
03.2010 - 11.2010
- Assists Customers/Representatives in selecting and purchasing best prices or offers.
- Handles general account update.
- Addresses general inquiries regarding account status, billing, order status/delivery, prices.
- Handles disputes and/or complaints on billing, prices, shipping and recognition level.
- Handles account refunds and/or exchange.
- Answers inquiries on sales points and profits as well other benefits.
Order Entry Specialist
WNS Global Services Philippines
05.2009 - 03.2010
- Enters Orders on a Customer/Representative’s Account(s).
- Assists Customers/Representatives in selecting best prices or offers.
- Addresses general account inquiries.
- Addresses general delivery inquiries.
- Performs call transfers to different departments.
Education
BACHELOR OF SCIENCE IN COMMERCE - MANAGEMENT ACCOUNTING
LA SALLE UNIVERSITY
01.2008
Skills
- Strategic Leadership & Decision-Making
- Client & Stakeholder Relationship Management
- P&L Management & Cost Optimization
- Workforce Planning & Capacity Management
- KPI & SLA Performance Management
- Process Improvement & Lean Six Sigma
- Risk Management & Business Continuity Planning
- Data-Driven Performance Analytics
- Coaching, Mentoring & Team Development
- Change Management & Organizational Agility
- Communication & Executive Presence
- Customer Experience & Service Excellence
Training Courses Attended
· Basics of Lean and Six Sigma
· Yellow Belt
· White Belt
· Failure Mode and Effects Analysis
· Process Mapping Toolkit
· SIPOC
· Root Cause Analysis
· Time Management
Hobbies and Interests
- Quality Time with family
- Reading (fiction, non-fiction, mystery/thriller, self-help)
- Watching series, films and documentaries
- Crafting and sewing
- Gaming (MMORPG, survival, RPG, strategy and arcade)
Timeline
Senior Manager - Operations
IGT Solutions
09.2022 - Current
Manager - Quality
IGT Technologies Philippines Inc.
05.2021 - 08.2022
Assistant Manager - Quality
IGT Technologies Philippines Inc.
05.2017 - 05.2021
Assistant Manager - Quality
WNS Global Services Philippines
11.2012 - 02.2016
Quality Analyst and Cluster Head
WNS Global Services Philippines
11.2010 - 11.2012
Customer Service Specialist
WNS Global Services Philippines
03.2010 - 11.2010
Order Entry Specialist
WNS Global Services Philippines
05.2009 - 03.2010
BACHELOR OF SCIENCE IN COMMERCE - MANAGEMENT ACCOUNTING
LA SALLE UNIVERSITY
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