Monaliza Santillan

Experience

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  The Results Companies

  Feb 2014 - May 2018

  Escalations Desk Supervisor

  •Coached and developed Real-time Escalations desk team members to maximize their potentials and achieve exceptional results.•Conducted weekly client-facing business call reviews to report on performance progress, identify needs, and establish actionable items for improvement.•Handled managerial escalation calls when needed, swiftly addressing customer concerns and resolving issues effectively.•Demonstrated strong problem-solving skills and a proactive approach in handling client escalations and feedback.•Ensured exceptional customer satisfaction through efficient and effective resolution of escalated situations.•Built and maintained strong client relationships, employing excellent communication and relationship management skills.•Maintained a results-oriented mindset, consistently striving for excellence and driving continuous improvement within the team.•Analyzed complex situations and implemented strategies to optimize performance and meet or exceed expectations. Show less

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  Alorica

  May 2018 - Feb 2019

  Team Manager

  •Guide and empower agents to unlock their full potential and surpass KPI expectations through coaching and accountability discussions.•Analyze operational requirements through regular business reviews and data-driven assessments.•Handle escalated calls and address client feedback as required.

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  TeleTech Philippines

  Feb 2019 - Feb 2021

  Service Delivery Manager

  • Took charge of operations to ensure a seamless workflow and achieve high-quality results.• Implemented effective strategies for capacity planning, optimizing resource allocation and scalability.• Cultivated strategic partnerships to proactively improve processes and foster innovation.• Conducted valuable business reviews, delivering insightful recommendations.• Organized engaging activities to boost team morale and promote employee engagement.• Developed and maintained strong client relationships, delivering exceptional service and ensuring customer satisfaction. Show less

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  TaskUs

  May 2021 - Jun 2023

  Operations Manager

  •Managed day-to-day operations and performance, ensuring smooth workflow and high-quality results.•Initiated capacity planning efforts, forecasting resource needs and optimizing team scalability to meet business requirements.•Established strategic partnerships with cross-functional teams to drive proactive process improvement and foster innovation throughout the organization.•Performed comprehensive business reviews, utilizing data analysis and visualization to provide valuable insights and recommendations to stakeholders.•Organized engaging and interactive activities to boost team morale and promote a positive work culture.•Cultivated and maintained strong relationships with clients and stakeholders, ensuring customer satisfaction and long-term partnerships.•Collaborated with key stakeholders to identify challenges, analyze feedback, and implement targeted solutions for improved operational efficiency.•Served as a liaison between clients and internal teams, effectively managing expectations and delivering exceptional service. Show less

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  Ibex

  Sept 2023 - now

  Operations Manager

  Oversee a 150-employee team, ensuring daily performance, driving revenue, andmaintaining compliance in a secured workspace.Serve as the primary contact for onboarding, hiring, and employee engagement.Manage weekly inter-LOB movements, headcount reconciliation, SLA adherence, andHR-related concerns.