Jessa Bianca G.

A strategic operations leader with over 10 years of expertise in BPO operations, customer experience management, and sales development. Successfully coordinated staffing and managed client engagement initiatives to exceed operational goals, while optimizing user operations for ticketing platforms and increasing market presence. Core skills include process improvement, KPI management, and client relationship management, applying them to enhance team performance and refine operational strategies. Proficient in CRM tools and data analysis to drive revenue growth. • Operations Leadership & Business Strategy • Team Leadership & Performance Management • Client Relationship Management • Sales Development & Revenue Growth • Recruitment, Training & Workforce Planning • KPI Management & Data Analysis • Process Improvement & SOP Development • Customer Experience & Escalation Management • Cross Functional Collaboration • CRM & Support Platforms • Microsoft Office Suite (Excel, Word, PowerPoint)