Operations Leader with 12+ Years of Impactful Delivery

PROFFESIONAL

SUMMARY

Project-focused Operations Leader with 12+ years in BPO environments, managing cross-functional initiatives across multi- LOB, multi-channel operations. Demonstrated ability to lead end-to-end execution of performance improvement, workforce optimization, and process redesign projects. Strong in stakeholder alignment, data-driven decision-making, and delivering measurable business outcomes. Experienced in translating operational challenges into structured projects with defined scope, timelines, and KPIs.

Yam Dangla

Phone: +63-956-***-****

Email: *******.********@*****.***

Address: Scout Barrio Baguio City

Portfolio: https://yamdanglaportfolio.base44.app/

Led 3 Team Leaders and 40+ FTEs across multi-LOB, multi-channel operations (voice, chat, email) Owned end-to-end business outcomes, improving overall cluster performance and service delivery through data-driven strategies

Improved attrition from 10% to 3% through structured coaching and engagement strategies Consistently exceeded targets with 105% KPI attainment and 102% productivity Implemented process improvements to enhance workflow efficiency and stabilize performance Delivered executive-level reports and insights to support strategic decision-making and business growth Operated with full ownership of outcomes, identifying gaps, structuring solutions, and ensuring execution aligning all operational moving parts to meet business targets Managed 10–20 agents across multiple LOBs, ensuring KPI and SLA achievement Improved team performance through coaching, QA alignment, and structured feedback Increased engagement and reduced performance gaps through targeted interventions Executed performance recovery initiatives for underperforming teams through structured action plans and consistent follow-through

PROFESSIONAL

EXPERIENCE

EDUCATION

CERTIFICATES

Concentrix Philippines Nov 2022 – Dec 2025

Bachelor of Arts in Education Major in Music ( Units Earned) Bachelor of Arts in English

Concentrix Philippines Nov 2017 – Oct 2022

Senior Team Leader (Operations Manager)

University of Baguio 2010 -2011

Saint Louis University 2003 -2007)

Team Leader

AI Mastery Program – Coursiv Certificate

AI Copywriting - Coursiv Certificate

Google Data Analytics Professional Certificate

Lean Six Sigma Green Belt – Concentrix

Lean Six Sigma Yellow Belt – Concentrix

Subject Matter Expert (SME)

Concentrix Philippines April 2017 – Oct 2017

Provided floor support, coaching, and KPI improvement strategies Facilitated team huddles and communicated process updates Acted as Team Leader backup to ensure continuity of operations Real-Time Analyst (RTA)

Concentrix Philippines Nov 2016 – March 2017

Monitored real-time operations to ensure SLA adherence Analyzed WFM data to support staffing and operational decisions Assisted in scheduling and resource allocation

TECHNICAL

SKILLS

CORE

COMPETENCIES

• Process Design & Workflow Architecture • Project-Based Execution & Delivery Ownership

• KPI/SLA/CSAT Performance Management • Data-Driven Decision Making & Insights

• Cross-Functional Alignment (QA, Training, Workforce, Analytics, Client)

• Workforce Planning & Resource Optimization • Risk Identification & Operational Problem Solving

• Structured Coaching & Performance Development

• Google Workspace and Microsoft Workspace (Managing, scheduling, communication)

• Generative AI- reducing manual task dependency (Research, Prompt, Design, Analysis)

• Documenting and Collaboration (Google Drive, Docs, Sheets, Slide, Onedrive) • Canva, Capcut, Filmora

• Microsoft Excel (Power Pivot, Dashboard) • Data Analysis & Reporting (Power BI, Tableau)

• Workforce Management Tools (Nice, Verint) • CRM Systems (Hubspot) • Project tools (Notion, Trello, Asana) This is to certify that the above information stated herein is true and correct to the best of my knowledge and belief.

William Dangla Jr

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