Joe Morris Inocencio

Joe Morris Inocencio

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Marikina, Metro Manila, Philippines

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work
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Résumé

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  • S
    Together Light
    Manager - Customer & Data Management
    SOCI (via KMC Solutions), Together Light
    Apr 2024 - Current (2 years 4 months)
    Operated as the functional Head of Support for the "Listings & Application" Line of Business, managing daily operations, SLAs, and data integrity for enterprise clients.Operational Scaling: Spearheaded the support function for the "Listings & Application" LOB, serving as the strategic partner to US headquarters.Process Optimization: Reduced operational expenditure (OPEX) by lowering cost-per-ticket through the implementation of automated workflows and smarter resource allocation (utilizing the "Automate, Eliminate, Optimize" framework).Data & Risk Management: Led the Data Management unit responsible for high-volume data integrity, ensuring 100% accuracy in client listings—experience directly transferable to KYC and account verification stan
  • HCL Technologies
    Process Manager
    HCL Technologies
    Nov 2022 - Apr 2024 (1 year 6 months)
    Oversaw service delivery for a global client, managing 120+ FTEs across hybrid/remote setups.Team Leadership: Built a "high-performance culture" by introducing real-time performance dashboards, resulting in consistent double-digit improvements in productivity metrics.Retention Strategy: Reduced annualized attrition and saved $35K in hiring costs by launching structured career pathing and engagement programs.Stakeholder Management: Led Weekly and Quarterly Business Reviews (QBRs) with global stakeholders, using data storytelling to align regional operations with global business goals.
  • S
    Operations Manager
    SITEL PHILIPPINES
    Sep 2016 - Apr 2022 (5 years 8 months)
    Decade-long tenure managing multiple lines of business with full P&L and SLA accountability.Revenue Generation: Scaled a specific program's monthly revenue from $15K to $165K over 42 months by expanding scope and delivering consistent performance excellence.SLA Compliance: Maintained 100% SLA compliance across 40-60 FTEs for consecutive quarters through rigorous workforce management (WFM) collaboration.Project Management: Led the end-to-end migration of new lines of business, handling knowledge transfer, SOP creation, and stabilization.
  • S
    TEAM LEADER
    SITEL PHILIPPINES
    Aug 2012 - Aug 2016 (4 years 1 month)
  • Teleperformance Philippines
    TEAM LEADER
    Teleperformance Philippines
    Nov 2011 - May 2012 (7 months)
  • Stream Global Services
    SUBJECT MATTER EXPERT
    Stream Global Services
    Jun 2009 - Aug 2011 (2 years 3 months)