Xenia Frias
Metro Manila
Summary
Results-driven Operations Manager with extensive experience in strategic planning, BPO partner management, and performance optimization. Proven ability to develop and implement operational strategies that enhance service delivery and exceed VIP customer expectations. Adept at performance monitoring, quality assurance, and talent development, with a strong commitment to continuous improvement and achieving operational excellence.
Overview
19
19
years of professional experience
5
5
Certifications
Work History
Customer Operations Manager
Traveloka
8 2016 - Current
- Strategic Planning : Developed and executed operational strategies and business plans to deliver exceptional services to VIP customers, aligning with the Customer Care Operations Strategy and company objectives.
- BPO Partner Management : Managed relationships with BPO partners, ensuring adherence to COPC guidelines. Conducted needs assessments, performance reviews, and cost/benefit analyses to optimize contact center operations.
- Performance Management : Drove continuous improvement by recommending changes to enhance efficiency and effectiveness. Managed performance metrics and overall relationship with BPO partners to meet agreed-upon standards.
- Performance Monitoring : Monitored and evaluated performance metrics for team members at all management levels, implementing corrective actions to improve performance as needed.
- Operating Plans : Developed and maintained an annual operating plan for VIP customer care, focusing on service quality and operational efficiency to achieve company goals.
- Quality Assurance : Oversaw quality monitoring processes to ensure high service standards across customer care teams, including CSAT and NPS metrics.
- Talent Development : Partnered with training and learning team to develop competency-based learning programs, fostering a customer-centric focus and high morale among staff.
Manager Operations
Teleperformance Philippines
01.2011 - 08.2016
- Leadership & Team Management : Managed a team of supervisors and agents, driving performance to meet specific client-set targets. Implemented training programs and performance reviews to enhance team effectiveness and client satisfaction.
- Performance Monitoring : Evaluated team performance, conducted regular performance reviews, and provided coaching to ensure targets were met and exceeded.
- Quality Standards : Ensured adherence to quality standards and best practices in customer service, leading to improved customer satisfaction scores.
- Accomplished multiple tasks within established timeframes.
- Managed and motivated employees to be productive and engaged in work.
- Maximized performance by monitoring daily activities and mentoring team members
- Managed and motivated employees to be productive and engaged in work
- Monitored and analyzed business performance to identify areas of improvement and make necessary adjustments
Team Lead
Aegis Philippines
02.2006 - 12.2010
- Responsible for providing guidance, instruction, direction and leadership to a group of 15 - 20 agents
- Supports the manager in providing guidance, leadership and support to the agents to ensure the creation of a positive and fun work environment.
- Established clear performance metrics for the team which helped in tracking progress towards set targets effectively
- Optimized resource allocation by analyzing team member skills and project requirements, resulting in increased efficiency
- Evaluated employee skills and knowledge regularly, training, and mentoring individuals with lagging skills
- Conducted regular progress reviews with individual team members to identify areas for improvement and provide guidance on career development opportunities
- Managed schedules, accepted time off requests and found coverage for short shifts
- Established open and professional relationships with team members to achieve quick resolutions for various issues
Education
Bachelor of Science (BS) - Food Science and Technology
University of The Philippines Los Banos
LagunaSkills
- Strategic Planning and Implementation
- Collaborative mindset
- Customer Satisfaction (CSAT)
- Operational Planning and Efficiency
- Talent and Team Member Development
- Quality Assurance and Control
- Performance Management and Monitoring
- BPO Partner Management
- Strategic Planning and Implementation
Certification
COPC Implementation Leader - COPC CX Standards for CSPs Release 6.0
Locations
Philippines
Timeline
Manager Operations
Teleperformance Philippines
01.2011 - 08.2016
Team Lead
Aegis Philippines
02.2006 - 12.2010
Customer Operations Manager
Traveloka
8 2016 - Current
Bachelor of Science (BS) - Food Science and Technology
University of The Philippines Los Banos
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