GLORIA
C O N T A C T
GHYL
N U M B E R -
YAPCHULAY
6 3 9 1 7 . 8 0 5 . 3 7 5 0
EMAIL --PROFESSIONAL PROFILE
Experienced leader with extensive scope of responsibility, proven success & track record of delivering optimal
results in high growth environments through initiatives that exceed operational performance targets & yields
measurable outcomes.
High performing operations management executive with expertise in Sales, Operations & Customer Service
optimizing organizational processes, measurement systems & infrastructure to maximize business results
globally.
Skilled strategist who transforms strategic plans into workable solutions & benchmarks performance against
key operational targets/goals.
18 years in BPO Industry with 15 solid years of experience in Senior Leadership role
PROFESSIONAL EXPERIENCE
Apr 5, 2021 – Present
Executive (SDL)
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Accenture
Software & Platform
Responsible for overseeing and managing company's day-to-day operations necessary for business
success and growth
Administration of businesses daily activities, directing, and coordinating actions across organization,
ensures that the organization is managed and performing efficiently and effectively
Helps to manage resources, along with developing, maintaining, and improving operational plans. This
helps to safeguard that the company procedures are properly executed and that policies are followed
Communicate with the heads of various departments to ensure company compliance across the board,
works with department heads to develop financial plans for each department and the company as a whole
Guarantees operational standards are met or exceeded for service, productivity, and quality and employee
engagement. Responsible for managing and scaling complex Operations, Customer Service and back-office
operations, ensuring Business continuity and crisis management
o Accountable for monitoring overall process functions, identifying improvement areas, and implementing
adequate measures to maximize consumer satisfaction level. Conceptualizing & developing need-based
resources and processes to develop multi-skilled work force for utilization within sub processes for
optimum utilization and efficiency. Provide strategic direction, set vision, and manage day to day
operations. Work directly with cross functional teams such as Human Resources, Training, IT, Business
Transformation & Quality Assurance.
Oversees the daily productivity and work effort toward the achievement of operational goals to ensure budgetary
targets are achieved
Assists in the development of accurate and timely business plans and reforecast and make appropriate operational
decisions to deliver consistent results
Execute and plan on cross-site initiatives that drive bottom line results
Driver improvement in overall service levels, transactional efficiencies, and cost management
Establishes quantitative and qualitative metrics, guidelines, and standards by which the company’s efficiency and
effectiveness can be evaluated; identifies opportunities for improvement
Reviews, analyzes, and evaluates business procedures
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Communicates and explains new directives, policies, or procedures to managers; for major changes, meets with
entire operations staff to explain changes, answer questions, and maintain morale
Projects a positive image of the organization to employees, customers, industry, and community
Manage relationships with external partners and vendors
June 21, 2017 – April 1, 2021
WNS, Alabang
Senior Group Manager (AVP)
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Execution of all the tasks with a vision for perfection. My role is a combination of administration, leadership &
support that enables proper functioning of the organization. I need to balance various tasks simultaneously and
deliver outstanding results in order to facilitate smooth functioning of all activities
I’m responsible for formulating business strategies & policies with the leads of different departments,
suggests revisions as required & follow through on implementation
Supervision of People & Processes - coordinates & communicate with a large number of people to be aware
of the progress in the departmental & organizational activities. This role gives me adequate exposure to the various
operations, I have to check whether all the processes are being executed per plan. I need to be able to troubleshoot
any conflicts arising in the processes either independently or with a team of experts
Arrangement & Allocation of Funds & Resources – this includes management of people & budgets in the
Organization to earn maximum profits through minimum investment of labor and finance. I’m responsible to
enhance profits of the organization by handling various operations and personnel efficiently. Do research & find
new methods that help in achieving the desired outputs with given funds & resources without affecting the Quality
of the production. I need to review the financial statements to assess the profit or loss as the financial year ends.
Accountable for handling various tasks concurrently on a routine business day. I’m involved in the development
of new policies and programs, staffing and training process, supervision of subordinates, research, preparation
of presentation and reports, etc.
Responsible for initiation of several projects & maintain effective relations with the various external partners
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Overall in-charge of Operational business, Service Delivery, Client and People Management
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Transitioned Insurance processes for Inbound, Outbound, Business Partner & Claims account
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Leads the transformation, delivery, capacity & training from Onshore to Manila team
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Managing growth and high VOC for the processes for India, New Zealand & Manila teams
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Managing Retention and high E-Sat
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Delivers Change Management within the team. Driving year on year productivity gains for my Operations
May 19, 2014 – June 21, 2017
Regional Process Delivery Manager
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Insurance
Arvato Bertelsmann, Alabang
Microsoft
Develop & implement strategic agenda for 600+ FTE
Plan, direct & control all financial & administrative Operations
Execute corporate development plans & strategies
Develop & implement strategies to realize corporate opportunities
Understand & evaluate Customer perspectives, needs/requirements & develop logistics to meet Customer’s needs
Conduct research, evaluate & document marketing trends then assist & coordinate in developing new
ideas/products
Ensure completion of projects on time & within budget limits
Integrate best practices in all Administrative function & Operations
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Acts as positive catalyst of change
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Responsible for budgeting & expense control
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Consistently identify opportunities for accelerated growth
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Create future state operational model
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Identify & drive continuous improvement opportunities across operations
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Leverage shared service appropriately to maximize efficiency
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Manage complex & multiple stakeholders at senior level
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Responsible for smooth transformation & transition of the business from the Regional Operations Center to
Manila Service Center while improving cost structure
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Generate business cases to establish & gain new processes/business for MSC
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Execute operate efficiencies within the team to meet agreed targets
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Maintain operational metrics - SLA’s & Quality
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SLA is at 100% & Quality is at 99% from Soft Go-Live to Hard Go-Live
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Support PMP & RLOT process at every month & quarter end by actively participating in the PMP shift &
executing the business close process all year
April 29, 2013 – June 1, 2014
Teletech, Mandaluyong
Service Delivery Manager
Media & Advertising
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Fairfax Media and Advertising Company (AU & NZ) – supervised 450+ FTE driving operating performance
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Orchestrated 3 project teams in improving business processes and ensuring optimum performance
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Managed project resources, progress, completion timeframes & budget while exceeding key operational
performance targets including:
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150% increase in ad inputs, 22% reduction in error print out, 30% improvement in Average Speed of
Answer, 5% reduction in dropped calls & 20% close rate
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Overall in-charge of Sales Account producing Client, Shareholder and Employee Value Add
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Managing multiple publications and multi-media requirements
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Running at 105% to Service Level and 115% to goal within budgets per each Line of Business
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Obtained the highest Employee Net Promoter Scores month over month
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Outlined Processes and Guidelines for Fairfax Media Company which drove Cost efficiency, full business transition
and exceeded basic operational needs
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Manages overall Customer Experience
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Provided strategic direction & implemented planning process enabling “Voice of Customers” data to be
translated into product/service requirement resulting to a significant improvement in Customer
Satisfaction
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Named as the best Service Delivery Manager for the Teletech Rewards Program
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Recognized by Fairfax Clients and Partners as the main Point of Contact
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Given several accolades for job performance & accounted for more than 25% of company’s revenues.
March 6, 2007 - December 22, 2012
Alorica (EGS/NCO Group)
Senior Operations Manager
Telco
July 31, 2006 – March 23, 2007
Sykes Asia, Quezon City
Workforce Supervisor
September 20, 2004 - July 21, 2006
Team Manager
Technical
Contact Point, Ortigas Pasig City
Sales
AREAS OF EXPERTISE
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Excellent organization, interpersonal and communication skills
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Outstanding Analytical and Business Development skills
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Client and Partner Relationship Management
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Creative Thinking & Process Improvement skills
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Change Management & Strategic Planning
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Productivity & Efficiency Improvement including Performance Management
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Revenue/Growth Attainment & Financial Plan Development
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Excellent Motivational Skills and thorough understanding of Reporting, Trend Analysis and Project Management
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Effective Coaching Techniques and Leadership Styles
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Social Styles Management, Cause and Effect Analysis and Interpretation, 5 Why’s and Fishbone Analysis,
SMART Goal Setting and Action Plan, Fish Philosophy and Styles, DMAIC
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7 Quality Tools Trained
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Certified in GROW Coaching Approach (Goal Reality Options and What’s Next coaching method)
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STPMS (Sales Team Performance Management System) Trained which part of the structured coaching
and development program, now called PerformS
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Green belt certified
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Transformational Leader
CHARACTER REFERENCE
Available upon request
