Operations & Data Management Leader

RENEZA ELLIE B. SY

Pampanga, Philippines

Phone Number : +639********* ️ Email Address : *************@*****.***

LinkedIn : Reneza Ellie B. Sy

PROFESSIONAL SUMMARY

Results-driven professional with over 14 years of experience in the BPO and outsourcing industry, specializing in Operations Management, Data Entry, Team Leadership, Quality Assurance, and Customer Service. Proven ability to lead high-performing teams, maintain accurate records, streamline processes, and deliver exceptional service while consistently meeting business objectives. Highly organized, detail-oriented, and adaptable, with excellent communication, analytical, and problem-solving skills. Committed to accuracy, efficiency, and continuous improvement in every role.

CORE SKILLS

• Operations Management

• Data Entry & Data Management

• Team Leadership & Coaching

• Quality Assurance

• Customer Service

• Process Improvement

• Performance Management

• Microsoft Office (Word, Excel, PowerPoint)

• CRM & Database Management

• Report Preparation

• Time Management

• Problem Solving

• Attention to Detail

PROFESSIONAL EXPERIENCE

Operations Manager

• Managed daily business operations and ensured operational efficiency.

• Led, coached, and developed high-performing teams.

• Monitored KPIs and implemented performance improvement strategies.

• Maintained strong client relationships and ensured service excellence.

Team Leader

• Supervised and motivated customer service teams to achieve performance goals.

• Conducted coaching sessions and performance evaluations.

• Prepared reports and monitored team productivity.

Quality Assurance Specialist

• Evaluated customer interactions for quality and compliance.

• Provided coaching and feedback to improve agent performance.

• Identified opportunities for process improvement.

Call Center Representative

• Delivered professional customer support through inbound and outbound calls.

• Resolved customer concerns while maintaining high satisfaction ratings.

• Accurately documented customer information and maintained records.

EDUCATION

Bachelor of Science in Programming – AMA Computer University

REFERENCES

Agnes Gundran – Owner of TPM Solutions

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