Vinna San Jose

Experience

• 

  TeleTech Philippines

  Oct 2007 - Oct 2010

  Customer Service Associate
• 

  Convergys

  Oct 2010 - May 2016

  Senior Customer Service Executive
• 

  Infosys BPM Philippines

  May 2016 - Mar 2021

  Service Desk Center of Excellence Lead
• 

  CBRE Philippines

  Mar 2021 - now

  - Specializes in corporate strategy, process optimization, service management and business transformation. - Skilled in leading cross-functional initiatives, streamlining operations, and aligning strategic objectives with execution. Tools and processes are being used in multiple regions- Certified LSSGB and Digital Transformation Professional to drive efficiency and sustainable growth. - Have a strong track record in backlog management, client retention, and operational efficiency- Successfully led a Get-to-green plan in transforming a high-risk client from the red zone to stability while uplifting the morale of all stakeholders within 3 months- Proven ability to rescue at-risk accounts and drive operational recovery - Strong expertise in framework development, automation, process improvement, ISO 9001:2015, and ISO 31000- Authored key frameworks: Quality Management, Knowledge Management, Risk Management, Operations Manual- Led a team quality assurance analysts and provided consultative support across all functions- Created report templates, interactive dashboards, SharePoint design, quality and risk checklists- Certified DIC and Internal Audit, Smartsheet expert, PowerPoint presentations

  • Operations Project Manager

    Mar 2021 - now

  • Service Delivery Project Manager

    Jan 2023 - Dec 2023

  • Quality Process Improvement Manager

    Mar 2021 - Dec 2023