Summary
Overview
Work History
Education
Skills
Additional Information
Certification
Languages
Websites
Timeline
Generic
REGINE ANGELES

REGINE ANGELES

Mexico

Summary

Quality and Operations Manager with over 10 years of experience in the call center industry and 4 years of expertise managing efficient business operations, budgeting, training staff, and monitoring procedures to maximize efficiency and balance objectives with operational requirements.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Quality Manager

TaskUs
Baja California, Tijuana
09.2022 - Current
  • At present, I serve as the primary point of contact for Mexico and oversee nine campaigns and three crucial programs within the fintech, retail, and entertainment verticals, supporting teams located in 3 geographies and various languages.
  • Collaborate closely with other departments to make sure that we are in agreement on the requirements and goals, working in unison with all support departments to conduct internal weekly, monthly, and quarterly business reviews to ensure world-class service to our clients.
  • Initiated a business proposal for a quality as a service (QaaS) solution for existing clients, and two were implemented.
  • Managing the client relationship by giving them the best possible experience and fostering confidence in both the business and the people.

Operations Manager

TaskUs
Tijuana
07.2021 - 09.2022
  • Effectively handled 3 clients/logos simultaneously, providing value-added feedback to help improve the business and drive better customer satisfaction.
  • In charge of all financial reports: "Invoicing, Forecast, Budget, and Incentives." 3M USD portfolio. Managed +40 headcount, 5 supervisors.
  • Direct communication with clients and internal departments.
  • Overview of hiring, scheduling, training, and day-to-day operations
  • Weekly governance meetings focused on financials, KPI deviations, and the workforce.
  • Improved morale and management communication by creating employee recognition and reward practices.
  • Adding and choosing the proper planning procedure and outlook for headcount Encourage operational efficacy and efficiency in a proactive manner.
  • Developed initiatives for process improvement and reviewed and assessed ongoing operations.

Team Leader

TaskUs
Tijuana
03.2020 - 07.2021

Financial Admin Assistant

Cloudstaff
Angeles
11.2018 - 04.2019

Microsoft Concierge Specialist

QaaSArvato BertelsmaMajorelorel
Clark, Pampanga
11.2015 - 08.2018

Education

Bachelor of Arts - English Literature

AMA University

B.S - Tourism & Travel Services Management

Clark InternationalCollege

Skills

  • Workflow Optimization
  • Team Leadership
  • Decision Making
  • Operation Monitoring
  • Risk Assessment
  • Prioritizing and Planning
  • Cost Data Analysis
  • Process Documentation
  • Team Collaboration

Additional Information

  • Philippine Citizen
  • Mexican Permanent Working Visa
  • B1/B2 United States Visa

Certification

  • Lean Six Sigma Green Belt | Six Sigma Black Belt, In-progress
  • Coaching Employee Through Difficult Times: Linked Learning
  • Influencing Others - Linked Learning

Languages

English
First Language
Spanish
Upper Intermediate (B2)
B2

Timeline

Quality Manager

TaskUs
09.2022 - Current

Operations Manager

TaskUs
07.2021 - 09.2022

Team Leader

TaskUs
03.2020 - 07.2021

Financial Admin Assistant

Cloudstaff
11.2018 - 04.2019

Microsoft Concierge Specialist

QaaSArvato BertelsmaMajorelorel
11.2015 - 08.2018

Bachelor of Arts - English Literature

AMA University

B.S - Tourism & Travel Services Management

Clark InternationalCollege

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