ANGELITA FERMIN
Saskatoon,SK
Summary
Contact Center Management experience encompassing both support and service for over 20 years. Possessing strong team leadership, motivational and consistent instructional focus. Dedicated to building a collaborative and cohesive work environment with cross functional teams. A process orientated, dedicated and energetic person that can be counted on to demonstrate proficiencies in key areas of management focused on team development that ensures a great customer service
Overview
17
17
years of professional experience
Work History
Operations Manager (Financial Program)
Infosys BPM
Taguig, Philippines
05.2024 - 09.2025
- Managed and Supervised Team Leaders and Frontline employees
- Facilitated hiring and onboarding of new employees
- Monitored and analyzed performance, responsible in meeting client KPIs (FCR, CSAT and Speed of Answer)
- Develop and Implement strategies for continuous for process and performance improvement
- Managed program financial targets and mitigate losses through implementation of laser-focus projects
- Collaborated with departments to ensure goals and projects are met
- Worked with PMO in ensuring seamless transition of new hire agents to operations and project launches
Senior Account Manager (Retail, Marketing, CPG and Software Companies)
Sutherland Global Services
Taguig, Philippines
06.2010 - 01.2024
- Ensure appropriate staffing, training, development, and performance of a service unit focused on customer satisfaction whilst monitoring the effective use of time and resources to ensure that the program is operating at maximum efficiency
- Successfully launched pioneer programs (Customer Service Voice/Chat and Back Office)
- Client relationship- facilitate weekly and monthly business reviews and calibration sessions
- Prepare client billing based on headcount and staffing and program budget to meet target revenue
- Responsible for meeting service level requirements like attendance, adherence, and compliance
- Accountable for training development (content creation and facilitation) of product updates and processes and training update management
- Manage performance on all programs to meet and exceed all client and company expectations
- Responsible for people development and alignment of goals to meet client objectives
- Oversees the conduct of the whole operations to ensure that all divisions are in synergy and aligned
Team Manager
Sutherland Global Services
Quezon City, Philippines
04.2008 - 06.2010
- Handled a team of 15-20 agents by leading and motivating agents to achieve team and goal center goals fostering a supportive and productive environment (KPIs – Customer Satisfaction, AHT and Attendance Rate)
- Monitor individual and team performance, provide constructive feedback and coaching, and conduct performance reviews to drive improvement
- Train new agents, conduct ongoing coaching sessions, and identify opportunities for professional growth and skill development for the team
- Handled escalated customer issues and complaints, ensuring they are resolved professionally and efficiently
Education
Bachelor of Science - Tourism
University of Santo Tomas
06.2010
Skills
- Strong background in delivering exceptional customer service with a focus on client satisfaction
- Proven experience in team leadership and people management, fostering collaboration and performance improvement
- Skilled in problem resolution and strategic decision-making under time-sensitive conditions
- Proficient in creating and maintaining accurate documentation and reports to support operations
- Demonstrated ability to manage time and priorities effectively while maintaining organizational efficiency
- Culturally aware and adept at working in diverse, multicultural environments
- Extensive experience in contact center operations and client relationship management
- Expertise in training, coaching, and professional development for staff members
- Technical proficiency with MS Office Suite, Salesforce, and NLS systems, Service Now ticketing system and Oracle system
- Employee relations and conflict resolution
- Customer relationship management
- Performance monitoring
- Project leadership
- Process improvement
- Client relations
- Continuous improvements
Languages
English
Full Professional
Timeline
Operations Manager (Financial Program)
Infosys BPM
05.2024 - 09.2025
Senior Account Manager (Retail, Marketing, CPG and Software Companies)
Sutherland Global Services
06.2010 - 01.2024
Team Manager
Sutherland Global Services
04.2008 - 06.2010
Bachelor of Science - Tourism
University of Santo Tomas