Director of Operations — iQor/AT&T Program
Nov 2013 - Feb 2018 (4 years 4 months)
ScaledAT&TSales/Techprogramfrom Maintainedtop-quartileglobalrankingamong51AT&Tvendorswith Reducedattritionandabsenteeismto<5%, ReceivedServantLeader(2018)and InspiringLeader(2017)awardsforemployeeengagementandperformanceexcellence Delivered$750Kinannualclientsavings, plus$150K/monthaverageperformancebonuses Ledcross-siteprocessimprovementeffortsinPH,Jamaica, and India, includingAT&TGoldStandardimplementations Founded Davaoemployeeengagementcommittee;initiatedprogramsreplicatedacrossnationalsites Designed First90-DayPlanfornewhires, improvingnewhireFCRfrom<50%to95%;developedmastertrainerandcontinuouseducation programs Implemented LeadershipAcademyacrossPHandJamaicatoimprovecoaching,quality, andemployeesatisfaction SponsoredquarterlyCSRinitia