Leo Adriano

Leo Adriano

About

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Project Manager I Customer Service Team Leader | Remote-Ready People Manager | Scaled Teams & Turned Around Performance | Client-Facing | BPO | Startups | CX...
Manila, Metro Manila, Philippines
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Résumé

Jobs verified_user 0% verified
  • Smart VAs
    Client Success Manager
    Smart VAs
    Jul 2026 - Current (4 months)
    Onboarding: Guide new clients through setup and training while establishing clear success metrics. Account Management: Act as the primary strategic partner, conducting regular progress reviews and resolving/preventing escalated issues. Retention: Monitor account health, demonstrate ongoing value, and secure contract renewals. Account Growth: Identify and drive opportunities for service expansion or upgrades. Customer Voice: Gather feedback to improve the product/services and identify actionable items to address them.
  • Smart VAs
    Project Manager
    Smart VAs
    Jun 2025 - Jun 2026 (1 year 1 month)
    • Highest monthly recurring revenue to almost PHP 1M within 9 months through aggressive account management and service expansion.
    • Maintained a 100% client retention rate and 0% client escalation by aligning VA performance with client-specific growth roadmaps.
    • Rescued and retained 2 high-risk key accounts by diagnosing root causes of dissatisfaction and implementing targeted service recovery plans.
    • Orchestrate the complete onboarding lifecycle for Virtual Assistants (VAs) and global clients, ensuring 100% alignment on mutual expectations.
    • Architect and deploy 90-day Action Plans and Quarterly Growth Plans (QGPs) to support specific client business objectives.
    • Analyze client business models to implement proa
  • Ibex
    Team Manager II Account Quality Supervisor II Hiring Manager
    Ibex
    Feb 2023 - Jun 2025 (2 years 5 months)
    • Served as the primary liaison between Ibex and client stakeholders to maintain strict alignment on program goals and evolving requirements.
    • Managed a QA unit of 6 Analysts and an operations team of 18 Associates across Intake, Follow-up, and Dispatch departments.
    • Successfully scaled the Dispatch department from 5 to 15 FTEs to meet increased client demand.
    • Spearheaded cross-functional collaborations to re-engineer internal processes, improving efficiency for both internal teams and external partners.
    • Facilitated Weekly and Monthly Business Reviews (WBR/MBR), presenting performance narratives to clients that highlighted wins and proposed forward-looking growth strategies.
    • Designed comprehensive Developmen
Education verified_user 0% verified
  • Camarines Sur Polytechnic Colleges
    Camarines Sur Polytechnic Colleges — Bachelor of Science in Nursing Nursing Practice
    Camarines Sur Polytechnic Colleges
    Jan 2007 - Dec 2009 (3 years)
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