Senior Global Customer Success & Operations Leader

PENNSAUKEN, US, ***** • ******.******@*****.*** • 772-***-****

EUNICE GENE LAMPAYAN

Senior Customer Success Manager (BPO Global Leader) - Change and Projects Management-Training and Development-Fintech-Financial Fraud

PROFESSIONAL SUMMARY

Senior Manager with extensive expertise in leading and scaling Operations with 20 years of experience in Business Processing Outsource, Customer Success teams on a Global platform, Change and project management initiatives, specializing in operational excellence and cross-functional collaboration. Leveraging over a decade of experience, excels in client relationship management, process improvement, and strategic planning, driving significant efficiency gains and enhancing customer satisfaction globally. I am passionate about fostering innovation and continuous improvement, aiming to further advance organizational success through data-driven strategies and effective leadership.

SKILLS

Change Management, Project Management, Operational Excellence, Team Leadership, Business Process Optimization, Financial Fraud Prevention, Risk Management, Sales Management, Customer Success, Strategic Planning, Data Analysis, Process Improvement, Client Relationship Management, Performance Management, Training Development, Business Analytics, Cross-functional Collaboration, Quality Assurance, Compliance Management, Business Continuity Planning, BPMN

CAREER HIGHLIGHTS

• Extensive experience in managing front office and back-office portfolios for both B2B and B2C clients

• Successfully launched multiple sites across the APAC, EMEA and NA regions, driving growth and operational efficiency

• Expertise in leading multidisciplinary teams to execute improvement projects and achieve strategic goals

• Solid experience in managing front office and back-office portfolios, sales and financial campaigns

• Launched different logos and supported growth across the APAC and NA region

• Launched four sites in the country and supported global sites

• Skilled in managing and minimizing financial losses due to fraudulent activities

• Expert in Financial Fraud Prevention, Detection, and Risk Management

• Expertise in service-to-sales platforms within technical support environments, leveraging my skills to deliver seamless integration of customer service and sales strategies.

EMPLOYMENT HISTORY

TEAM MANAGER- ENNOBLE CARE April 2025 (Current)-US

Leadership & Oversight

Supervise, mentor, and support a team of patient triage representatives.

Monitor team performance against KPIs including call handling time, accuracy, and quality of triage.

Provide coaching and regular performance feedback through 1:1 sessions, team huddles, and performance reviews.

Ensure adequate staffing coverage and manage scheduling needs.

Responsible for analyzing existing processes, designing and implementing improvements, and managing the entire BPO lifecycle—from vendor selection to ongoing performance monitoring. Key responsibilities include identifying outsourcing opportunities, negotiating contracts, ensuring smooth transitions, and optimizing processes to enhance efficiency, quality, and strategic alignment. The role requires a strong understanding of business operations, vendor management, and risk mitigation to ensure sustainable performance and value delivery.

Established a BPO operation to support patients and developed key performance indicators (KPIs) to create a comprehensive agent scorecard for performance tracking and improvement.

Patient Triage Operations

Ensure the team adheres to triage protocols and escalation procedures.

Collaborate with clinical staff, nurses, or providers as needed to escalate or complex patient issues.

Ensure timely and accurate documentation of patient interactions in the system.

Quality Assurance & Compliance

Conduct call audits to ensure compliance with HIPAA, internal procedures, and clinical triage guidelines.

Address patient concerns or complaints in a timely and professional manner.

Support training initiatives and ongoing education related to triage processes and systems.

Collaboration & Reporting

Liaise with clinical teams and leadership to continuously improve triage workflows.

Report daily/weekly performance metrics and identify areas for improvement.

Assist with onboarding and training new team members.

SENIOR MANAGER – CHANGE AND PROJECTS MANAGEMENT Nov 2022 - Dec 2023

Remitly Inc- US, ASIA PACIFIC,EMEA, LATAM

Led Operational Excellence, enhancing global customer success through strategic initiatives.

Coordinated cross-departmental projects, achieving measurable improvements in processes.

Analyzed operations to identify areas for enhancement, driving significant efficiency gains.

Executed improvement projects, collaborating with internal and external teams effectively.

Guided OPEX team to meet objectives, ensuring adherence to company policies and standards.

Spearhead operational excellence initiatives, driving continuous improvement across global Customer Success Operations and fostering cross-functional collaboration.

Conduct in-depth analysis of operational strengths and weaknesses, developing data-driven strategies to enhance efficiency and customer satisfaction.

Lead multidisciplinary projects from conception to execution, setting ambitious goals and coordinating with internal and external stakeholders for optimal outcomes.

Inspire and guide the OPEX team towards achieving strategic objectives, while ensuring alignment with company policies and industry best practices.

Facilitate seamless coordination between operational areas, fostering a culture of shared responsibility and continuous improvement in global operations.

Spearheaded global operational excellence initiatives, driving continuous improvement in Customer Success processes and fostering cross-functional synergy.

SENIOR OPERATIONS MANAGER- REMITLY FOR DEVELOPERS (BUSINESS TO BUSINESS) Sep 2020 - Nov 2022

Remitly Inc- US, ASIA PACIFIC,EMEA, LATAM

Pioneered and launched Remitly for Developers, a Business to Business program on a Global Scale.

Constructed a robust tool capable of asynchronous operation with clients' operating systems.

Built and led teams in the Philippines and Nicaragua for Spanish-speaking customer base.

Collaborated with third-party engineering team to develop essential tools for operations.

Developed and implemented key performance indicators (KPIs) to ensure achievement of client service level agreements.

Accountable for driving organizational excellence through the analysis, design, and optimization of business processes, overseeing the full BPO lifecycle from vendor selection to performance governance. Provides strategic leadership in identifying outsourcing opportunities, negotiating high-impact partnerships, and ensuring seamless transitions that align with business objectives. Leverages deep expertise in operations, vendor management, and risk mitigation to deliver sustainable performance, operational efficiency, and long-term enterprise value. a strong understanding of business operations, vendor management, and risk mitigation to ensure sustainable performance and value delivery- BPMN Responsibility

SENIOR OPERATIONS MANAGER - ASIA PACIFIC MARKET Aug 2018 - Sep 2020

TeleTech- APAC,AUSTRALIA

Oversaw 300-1000 FTE Telco Program focusing on Sales capability while supporting multi-sites.

Managed overall client relationship and associated operations maximizing resources for optimal success.

Responsible for revenue assurance, financial forecasting, and invoicing.

Provided leadership and influenced employee engagement, development, and performance management.

Identified revenue growth opportunities to grow the business and meet statement of work requirements.

Responsible for analyzing existing processes, designing and implementing improvements, and managing the entire BPO lifecycle—from vendor selection to ongoing performance monitoring. Key responsibilities include identifying outsourcing opportunities, negotiating contracts, ensuring smooth transitions, and optimizing processes to enhance efficiency, quality, and strategic alignment. The role requires a strong understanding of business operations, vendor management, and risk mitigation to ensure sustainable performance and value delivery

OPERATIONS MANAGER- STRATEGIC BUSINESS OPERATIONS May 2017 - Aug 2018

Ingram Micro Philippines

Managed small to medium lines of businesses globally (US and Asia Pacific).

Implemented strategic business plans and worked on potential growth and cost reduction.

Built strong relationships with business partners and reviewed processes for recommendations.

Conducted business reviews with clients on a monthly and quarterly basis.

Oversaw day-to-day business operations and ensured service levels were met.

SENIOR SALES AND SERVICE DELIVERY MANAGER- TELCO PROGRAM Aug 2015 - May 2017

TeleTech Philippines (Pasay City)

Ensured 100% delivery of all contractual and quality service to sales goals.

Actively implemented strategies and initiatives to enable the business to achieve its objectives.

Managed day-to-day operations and sales deliverables.

Improved key success metrics associated with goals, including sales and revenue goals on all sites.

Ensured compliance with TeleTech's processes and tools, system changes.

Responsible for analyzing existing processes, designing and implementing improvements, and managing the entire BPO lifecycle—from vendor selection to ongoing performance monitoring. Key responsibilities include identifying outsourcing opportunities, negotiating contracts, ensuring smooth transitions, and optimizing processes to enhance efficiency, quality, and strategic alignment. The role requires a strong understanding of business operations, vendor management, and risk mitigation to ensure sustainable performance and value delivery

BPMN-Responsible for analyzing existing processes, designing and implementing improvements, and managing the entire BPO lifecycle—from vendor selection to ongoing performance monitoring. Core responsibilities include identifying outsourcing opportunities, negotiating contracts, ensuring smooth transitions, and optimizing processes to drive efficiency, quality, and strategic alignment. This role requires a deep understanding of business operations, vendor management, and risk mitigation to ensure sustainable performance and long-term value delivery

SENIOR OPERATIONS MANAGER Aug 2011 - Jul 2015

Shore Solutions Inc

Maintained close and effective coordination with the client to fully understand growth opportunities.

Consistently strived to achieve organizational objectives and drove accountability and expectations.

Monitored operational statistics and reporting trends, including reports and production metrics.

Created and maintained an environment that promotes positive communication within the department.

Collaborated with management and leadership team to set strategy, goals & metrics.

SENIOR PROCESS TRAINER- FRAUD OPERATIONS CHASE CREDIT CARD SERVICES Apr 2008 - Jun 2011

JP Morgan Chase Bank NA

Oversaw a team of trainers responsible for developing and delivering training programs for Chase Card Services Fraud Operations.

Led new hire onboarding across multiple fraud functions.

Facilitated leadership development programs for site leadership and management.

Conducted in-depth data analysis to identify trends and evaluate training effectiveness.

Championed a culture of continuous improvement by implementing new training initiatives.

RISK MANAGEMENT ANALYST CHASE CARD SERVICES Mar 2007 - Apr 2008

JP Morgan Chase Bank

Leveraged data analytics to detect anomalies in customer transaction patterns indicating potential fraud.

Provided timely and accurate information to cardholders regarding the status of their fraud claims.

Collaborated with operations management to identify emerging fraud trends and recommend strategic solutions.

Processed fraud chargebacks to recover financial losses and minimize impact on the business.

Conducted account reconciliations to ensure accuracy of customer balances.

EDUCATION

BACHELORS DEGREE MAJOR IN BUSINESS MANAGEMENT Jun 1998 - Mar 2002

Xavier University Philippiness

LANGUAGES

English (Proficient), Tagalog (Native).

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