Candidate No. 506360
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Leahlou

Business Service

Skills

★★★ Advanced:

Microsoft Dynamics 365 Business Central, Operations Management, Business Process Modeling, Client Relations, more

★★ Intermediate:

CMS, Project Management, Financial Management Solutions, Strategic Planning, more

Hourly Rate Gauge

Today's value  AUD $54.32

$46.10

if $ 1 = PHP 42

$62.58

if $ 1 = PHP 30
Currency Fluctuation Range

*includes service fee. Please note that hourly rates are linked to the exchange rate, and fluctuate slightly from month to month.

Employment Preferences

Availability:

 Part Time Full Time

Preferred Timezone:

Australian Western Standard Time, Australian Central Standard Time, Australian Eastern Standard Time

Hourly & Monthly Rate:
(inclusive of service fee)

Part Time: AUD $54.32 per hour or $4708.12 per month
Full Time: AUD $54.32 per hour or $9416.24 per month

*Plus GST for Australian Businesses
Remote Staff Recruiter Comments
  • Lhei brings over two decades of leadership experience in Business Process Outsourcing (BPO), with specialized expertise in the financial, claims, insurance, and banking sectors.
  • Managing multi-site customer contact operations with financial oversight, strategic planning, and performance management.
  • Lean Six Sigma Practitioner: Proven record in implementing efficiency measures and driving financial success.
  • Enhanced operational efficiency with cost-saving strategies and implemented KPI-driven performance tracking.
  • Established pandemic-resilient operations and implemented continuous improvement initiatives, showcasing operational leadership.
  • Demonstrated success in improving customer satisfaction (e.g., eNPS improvement) and team performance through targeted leadership and engagement strategies.
  • She excels in financial management, claims processing, and client relationship management within insurance and banking.
  • Her skills include advanced financial analytics, project management, and operational systems optimization.
  • Proficient in using industry-standard tools and methodologies, they drive data-informed decision-making to meet stringent regulatory and performance benchmarks.
  • Currently pursuing an Executive MBA, enhancing strategic and financial management capabilities.
  • Can start immediately
Predictive Index Behavioral Profile - Collaborator

Strongest Behaviors
  • Socially informal, extroverted, and outgoing; gets familiar quickly. Communicates in an uninhibited, lively, and adaptable manner, drawing others into the conversation.
  • Interested in people, building relationships, and teamwork rather than technical matters. Affable, optimistic, and easily trusting.
  • Focused on goals and the people needed to get there, not details or plans; frequently delegates details.
Behavioral Summary

Lhei is a warm, informal, outgoing, and congenial person who gets along comfortably with most people, meets new people easily and enjoys doing so, and works as well in group situations as well as one-on-one. A persistent, eager helper; has the kind of comfort with intangibles required to do work requiring an intuitive understanding of others’ viewpoints and feelings.
 
Employment History
Director of Operations
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:December 2023 to November 2024 (11 Months)Duties and Responsibilities:
  • Operating a customer contact management site (omni channel) handling 5 diverse accounts (Collection, Financial Services, Streaming, Retail, Newspaper) with 990 FTE.
  • KPI performance recovery plan, achieving a 30% improvement in 90 days and meeting the goal by the end of the glide duration for campaigns not meeting targets.
  • Co-Authored an RFP initiative that resulted in a 54% increase in FTE and financial growth.
  • Developed, implemented, and continuously improved operating systems, policies, and procedures, enhancing overall business performance to ensure performance continuity.
  • Drove P&L of the account and financial management, ensuring profitability and financial success through constant review of cost-saving initiatives and Revenue-Driven business activities/expansion.
  • Collaborated with peers to serve as an effective business partner to multi-site clients, strengthening client relationships and satisfaction.
  • Achieved high levels of associate satisfaction eNPS through effective communication, support, and team engagement.
  • Provided leadership and management to the Leadership Team, fostering a positive and productive work environment.
Director for Remote Operations (Independent Contractor)
Industry:Computer / Information Technology (Software)Employment Period:June 2022 to December 2023 (18 Months)Duties and Responsibilities:
  • Startup Direct to Canadian Client Directorship and Consultancy.
  • Led a multicultural remote team of 137+ achieving a 20% increase in productivity within the first 8 months.
  • Using Lean Six Sigma Methodology, Established and Implemented workflow optimizations, resulting in a 35% reduction in task rework and a 10% decrease in Remote Operational Costs.
  • Using Project Management Expertise, Initiated and Established a Service Delivery Department, resulting in a ~400 hours of monthly work reduction per mainstream department. These saved hours per department were dedicated to more productive client-facing activities.
  • Implemented Contact Center Management in the Customer Service Departments, implementing industry best practices. Achieved a 15% improvement in customer service quality and a 20% increase in staffing efficiency.
  • Introduced and managed metric systems and KPI reporting to identify objective and key results for strategic business analytics and decisions.
  • Drove an over-all Remote Operations 15% decrease in Labor Cost, a 15% improvement in Balanced Scorecard metrics, and a 30% rise in People Engagement scores.
  • Stakeholder Partnership - Corporate Approaches on Client Success Department and Implementations Department. Identifying the Functions of each department and coming up with process solutions. 1. SDT 2. Tools Acquisition (Click Up). 3. Measuring Leading Indicators supplementing KPIs (Churn) - HubSpot Health, Champion Detection, Frequency of Optimization Efforts, QBRs Success Rate.
Senior Operations Manager
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:August 2019 to July 2022 (35 Months)Duties and Responsibilities:
  • Managed a workforce of over 500 FTEs across Incenter and Work from Home sites.
  • Expanded the account from 1 site to 3 sites, incorporating voice and chat channels. Led the transformation of a struggling account from a 'red zone' to a 'green zone,' with a 25% improvement in operational performance.
  • Established a pandemic-ready leadership cadence that ensured uninterrupted operations resulting in an unprecedented 100% pandemic-resilience Global Operating System score.
  • Consistently exceeded operational goals for the years 2020 and 2021, strengthening client relationships and achieving a 15% increase in client satisfaction.
  • Authored and executed the 2 Lean Six Sigma Projects for continuous improvement, leading to an 18% increase in call efficiency, 12% increase in First Call Resolution, and a 20% reduction in new hire costs. Achieved an impressive 102% attainment-to-goal on Gross Margin % for 2021-2022.
  • Demonstrated strong senior-level leadership, people management, communication, and influencing skills, contributing to an average of yearly increase of 7% increase in employee satisfaction from 2021 to 2022.
Operations Manager
Industry:Call Center / IT-Enabled Services / BPOEmployment Period:October 2016 to August 2019 (34 Months)Duties and Responsibilities:
  • Oversee and manage day-to-day BPO operations.
  • Ensure compliance with organizational policies and procedures.
  • Develop and implement operational strategies to improve efficiency.
  • Monitor performance metrics and prepare regular operational reports.
  • Collaborate with client managers to meet their needs and expectations.
  • Lead and mentor a team of supervisors and staff.
  • Manage resource allocation and workload distribution.
  • Identify process improvement opportunities and implement best practices.
  • Handle escalated issues and provide effective solutions.
  • Ensure customer satisfaction and maintain high service quality standard.
Proprietor/Business Owner/COO
Industry:Property / Real EstateEmployment Period:October 2014 to October 2016 (24 Months)Duties and Responsibilities:
  • Develop and implement the overall business strategy to achieve growth targets and operational efficiency
  • Drive sales growth through creative marketing strategies and by identifying new market opportunities
  • Oversee day-to-day operations, ensuring efficiency and effectiveness in service delivery and customer satisfaction.
  • Establish and monitor KPIs for team performance, continuously improving processes and productivity.
  • Manage the rental portfolio, optimizing occupancy rates and ensuring high standards of property maintenance and tenant relations.
  • Negotiate agreements with suppliers, vendors, and partners to support rental operations and services.
  • Prepare and manage annual budgets, forecasts, and financial reports.
  • Analyze financial performance, ensuring profitability and making informed decisions for resource allocation.
  • Build, mentor, and lead a high-performing team, fostering a positive and collaborative work environment.
  • Implement training programs and professional development initiatives to enhance team capabilities.
  • Actively engage with the local community, promoting the business as a key contributor to private sector employment.
  • Identify opportunities for community involvement and corporate social responsibility initiatives.
Technical Team Manager
Industry:Consulting (IT / Science / Engineering & Technical)Employment Period:February 2011 to October 2014 (44 Months)Duties and Responsibilities:
  • Team Leadership: Lead, mentor, and motivate a team of Technical Support Agents, fostering a collaborative and high-performance culture.
  • Performance Management: Monitor individual and team performance metrics, providing regular feedback and conducting performance evaluations to ensure targets and quality standards are met.
  • Training and Development: Identify training needs and implement training programs to enhance the skills and knowledge of the support team. Facilitate onboarding for new agents to ensure they are equipped for success.
  • Customer Support Oversight: Oversee the resolution of complex support issues related to software and hardware, ensuring timely and effective responses to customer inquiries via multiple channels (phone, email, chat).
  • Process Improvement: Identify areas for process improvement and implement best practices to enhance the efficiency and effectiveness of support operations, leading to improved customer satisfaction.
  • Collaboration: Work closely with cross-functional teams, including Product Development, Quality Assurance, and Sales, to address customer concerns and provide feedback on product improvements.
  • Reporting and Analysis: Prepare and present regular reports on team performance, customer feedback, and support trends to senior management, utilizing data to inform decision-making.
  • Escalation Management: Address escalated customer issues and act as a point of contact for high-level support inquiries, ensuring satisfactory resolution.
  • Team Engagement: Foster a positive team environment through team-building activities, recognition programs, and open communication
Education History

Field of Study:

Business Studies/Administration/Management

Major:

Executive MBA

Graduation Date:

January 2026

Located In:

United States

License and Certification:

Not Applicable

Skills

★★★ Advanced:
Microsoft Dynamics 365 Business Central, Operations Management, Business Process Modeling, Client Relations, Change management, Financial Management, Leadership, Business Development, Training and Development, Customer Service Management, Business Intelligence, Sales Management, Problem management, Action Plans, Business Analysis

★★ Intermediate:
CMS, Project Management, Financial Management Solutions, Strategic Planning, Corporate Sales, Executive Assistance, Gemba Kaizen

Work at Home Capabilities

Internet Bandwidth:

Between 5mbps to 100mbps

Working Environment:

Private Room

Speed Test Result:

https://www.speedtest.net/result/17023675758

Internet Type:

DSL

Hardware Type:

Laptop

Brand Name:

Dell

Processor:

AMD Ryzen 7 5700U with Radeon Graphics 1.80 GHz

Operating System:

Windows 11