Summary
Overview
Work History
Education
Skills
Certification
Work Availability
Accomplishments
Work Preference
Software
Timeline
Languages
01
Valian Moderacion

Valian Moderacion

Parañaque City

Summary

Experienced Operations Leader | BPO | Process Improvement | AI Integration | E-Commerce Entrepreneur

Dynamic and results-oriented operations leader with over 12 years of experience in the BPO industry, including 10 years in leadership roles and 4 years in senior management positions. Lean Six Sigma Yellow Belt Certified, with a proven track record of delivering high-impact process improvement projects, including one that generated $165K in annualized revenue and $44.5K in GM$.

Successfully managed and supported 800+ employees across 3 programs in 3 locations, overseeing 40 lines of business across Telco and Healthcare verticals in both Customer Service and Sales functions. Recognized as the Top National Performer in 2023, and awarded the Circle of Excellence for Professionalism, representing the top 0.001% of employees nationwide.

Notable contributions include:

  • Spearheaded company-wide process improvement initiatives, including the development of the Supervisor Competency Matrix, staffing and projection planning systems (in collaboration with WFM), and financial monitoring tools to track productive hours and drive efficiency.
  • Led the Operating Rhythm Project, aligning execution to company culture and performance expectations.
  • Championed attrition management initiatives, maintaining a monthly attrition rate below 3% for two consecutive years by implementing targeted retention strategies and fostering a positive, engaging work culture.
  • Active contributor to strategic programs such as the DNA Hiring Project and the Value Add KPI Framework, enhancing talent acquisition and performance visibility.
  • Advocate for AI integration in operations, driving productivity, innovation, and employee empowerment through the adoption of intelligent tools.

Strong expertise in data presentation, trend analysis, root cause identification, and continuous process improvement. Proven ability to optimize forecasting accuracy, improve call volume projections, and consistently exceed revenue, margin, and satisfaction targets (client, customer, and employee).

E-Commerce Entrepreneurship:
Founded and led a successful e-commerce business for four years, specializing in imported perfumes and lifestyle products. Achieved:

  • 15K followers on Shopee and 10.4K on TikTok with a 4.9-star average rating.
  • Viral video content reaching 500K+ views, driving 7-figure sales in under 12 months.
  • Proficiency in social media marketing, influencer partnerships, content creation, and performance-driven ad campaigns.

Portfolio: https://valianmoderacion-portfolio.my.canva.site

Overview

12
12
years of professional experience
1
1
Certificate
4
4
Languages

Work History

Senior Operations Manager

DME Service Solutions
06.2024 - Current
  • Oversaw workforce management planning, volume predictions and capacity planning.
  • Built strong relationships with key stakeholders through consistent engagement, collaboration, and transparent communication practices.
  • Managed employee-related issues encompassing labor, turnover and diversity.
  • Increased team productivity, providing ongoing training, coaching, and performance feedback to staff members.
  • Collaborated with cross-functional teams for seamless execution of large-scale initiatives and continuous improvement efforts.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Spearheaded process improvements to reduce errors and increase overall quality in operations management.
  • Ensured regulatory compliance across all aspects of operations by staying current on industry standards while implementing necessary policies or procedures accordingly.
  • Implemented data-driven decision making to inform business strategies and drive operational excellence.
  • Boosted employee retention rates through the development of a positive work culture, fostering teamwork, open communication, and professional growth opportunities.
  • Reduced costs for increased profitability by optimizing resource allocation and eliminating redundant tasks.
  • Effectively managed departmental budgets, identifying opportunities for cost reduction and resource optimization.
  • Oversaw staff and sub-contractor performance review assessments.
  • Allocated resources to planned programs according to business objectives.
  • Prepared documents for internal and external audits.
  • Managed complex projects from concept to completion, ensuring on-time delivery within budget constraints.
  • Established robust performance metrics to track progress against objectives regularly and adjust strategies as needed for success.
  • Provided leadership for continual management and employee training initiatives.
  • Enhanced customer satisfaction with the implementation of effective communication channels and timely resolution of issues.
  • Optimized supply chain operations, establishing strategic partnerships with key suppliers for cost savings and improved lead times.
  • Improved operational efficiency by streamlining processes and implementing innovative strategies.
  • Drove revenue growth by identifying new market opportunities and developing targeted sales strategies.
  • Developed comprehensive risk management plans to mitigate potential threats to organizational stability and growth.
  • Optimized costs to contribute to productivity, cost development and proficiency of central fulfillment operations.
  • Continuously assessed emerging trends in operations management along with best practices in order to make informed recommendations for future enhancements.
  • Served as a trusted advisor to senior leadership on matters related to operational performance, strategic planning, and organizational development.
  • Championed change management initiatives to facilitate the successful adoption of new technologies or processes within the organization.
  • Pioneered company-wide initiative focused on health and safety, dramatically reducing workplace accidents and promoting safety-first culture.
  • Oversaw successful integration of cutting-edge technology into daily operations, enhancing efficiency and productivity.
  • Improved inventory management system to minimize waste and ensure optimal stock levels at all times.
  • Ensured compliance with industry regulations and standards, conducting regular audits and implementing necessary changes to operations procedures.
  • Established strong relationships with key stakeholders, ensuring alignment of operations with overall business objectives.

Contact Center Manager, Operations

Teleperformance Philippines
02.2022 - 04.2024
  • Overall in-charge of day-to-day center operations, managing 700-800 employees.
  • Responsible for attainment of client set goals, efficiency targets and overall center performance.
  • Analyzed agents/supervisors/ACCM performance and develops action plan to bridge gaps
  • Collaborated with other departments for seamless coordination of shared objectives and priorities within organization.
  • Mitigated escalated issues successfully by fostering strong relationships with internal stakeholders across various departments.
  • Analyzed key performance metrics to identify areas of improvement and implement targeted action plans.
  • Streamlined workflow processes to maximize efficiency within contact center operations.
  • Reached target KPIs consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets.
  • Developed strong relationships with clients by prioritizing communication and understanding their unique needs.
  • Implemented innovative technologies to enhance contact center performance and efficiency.
  • Advanced operational efficiency within contact center by identifying areas for automation implementation while maintaining human-centric focus.
  • Improved customer satisfaction by implementing effective contact center strategies and streamlining processes.

Assistant Contact Center Manager, Operations

Teleperformance Philippines
08.2021 - 02.2022
  • Accountable for cluster's performance, managing 150 employees including 7-10 Supervisors with 7 Lines of businesses.
  • Responsible for maintaining program's efficiency metrics. Fully implemented and audited Operational Processes and Standards.
  • Analyzed KPI, identifying issues and trends. Performed Root Cause Analysis and formulates and executes action plans to improve performance
  • Enhanced quality assurance measures to ensure adherence to industry standards and best practices in customer service delivery.
  • Increased first-call resolution rates through targeted training sessions focused on problem-solving techniques.
  • Drove process improvements through regular review sessions, incorporating valuable feedback from both staff members and customers.
  • Established positive work environment by promoting open communication, teamwork, and employee recognition initiatives.
  • Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
  • Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
  • Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
  • Reduced personnel turnover by developing and implementing performance evaluations to support corrective action planning.
  • Executed Monthly Performance Plans with representatives to to identify production gaps.
  • Led successful cross-functional initiatives for continuous improvement in contact center environment.

Supervisor, Operations

Teleperformance Philippines
07.2016 - 08.2021
  • Responsible for direct supervision of 15-18 agents
  • Responsible of client set goals attainment, efficiency targets and overall team performance
  • Performed consistent and affective coaching sessions to address performance gaps
  • Analyzed agents performance and develops action plan to bridge gaps
  • Conducted regular performance management to improve challenged team members.
  • Oversaw daily operations, ensuring smooth workflow and timely completion of tasks.
  • Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
  • Handled customer complaints, resolved issues, and adjusted policies to meet changing needs.
  • Monitored workflow to improve employee time management and increase productivity.

Customer Service Representative

Teleperformance Philippines
06.2013 - 07.2016
  • Handled 40-60 customer inquiries and suggestions courteously and professionally daily.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Education

Bachelor of Education - Kindergarten And Preschool Education

Notre Dame of Marbel University
Philippines
04.2011

Skills

  • Leadership and team management
  • Process improvement and optimization
  • Data analysis and presentation
  • Workforce management and recruitment
  • Quality assurance and compliance
  • Coaching and Mentoring
  • Teamwork and Collaboration
  • Effective leader
  • Relationship Building
  • Operations Management
  • Microsoft Office Suite proficiency (Excel, PowerPoint, etc)

Certification

  • Lean Six Sigma Yellow Belt Certification, 2023
  • Certified Operations Manager, Teleperformance Philippines
  • Financial 101 Trained
  • Managing Team Performance Certified

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments

  • Improved company's sales by $165k annualize revenue, $44.5k GM$ following the success of Process improvement initiative for the program.
  • Achieved a 200% increase in staffing requirements annually, directly correlating with monthly revenues exceeding one million dollars for the company.
  • Circle of Excellence 2021 Awardee under Professionalism.
  • Ended 2023 at number 1 spot in stacked ranked nationwide.
  • Supervised team of 800 staff members.
  • Promoted as Contact Center Manager after 9 years, following a 6-month tenure as Assistant Center Manager within the company.

Work Preference

Work Type

Full Time

Work Location

HybridOn-SiteRemote

Important To Me

401k matchCompany CultureWork-life balanceCareer advancementHealthcare benefitsFlexible work hoursPersonal development programsTeam Building / Company RetreatsStock Options / Equity / Profit SharingWork from home option

Software

Microsoft Office Suite (Expert): Advanced proficiency in Word, Excel, PowerPoint, and Outlook Experienced in creating complex spreadsheets, professional presentations, and managing large datasets Familiar with advanced functions and macros in Excel for data analysis

Chat GPT (Proficient): Skilled in developing and integrating conversational AI using GPT-based platforms Experience in training models, setting up workflows, and implementing chatbots in customer service environments Video and Photo Editing:

Canva (Proficient): Skilled in creating visually appealing designs for social media posts, presentations, and marketing materials using Canva's online platform

Google Workspace (Intermediate): Proficient in using Google Docs, Sheets, Slides, and Drive for collaboration and document management

Social Media Management: Experience in managing multiple social media accounts, scheduling posts, analyzing performance metrics, and engaging with audiences

Timeline

Senior Operations Manager

DME Service Solutions
06.2024 - Current

Contact Center Manager, Operations

Teleperformance Philippines
02.2022 - 04.2024

Assistant Contact Center Manager, Operations

Teleperformance Philippines
08.2021 - 02.2022

Supervisor, Operations

Teleperformance Philippines
07.2016 - 08.2021

Customer Service Representative

Teleperformance Philippines
06.2013 - 07.2016

Bachelor of Education - Kindergarten And Preschool Education

Notre Dame of Marbel University

Languages

English

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