Ma Cristine P.

Seasoned Operations Manager | Change Leader | Sales & Customer Service Expert A dynamic and results-driven leader with over 12 years of experience in the BPO industry, specializing in customer service, sales, and operations management. Proven ability to drive revenue, optimize workflows, and lead high-performing teams through strategic problem-solving and proactive engagement. Sales Expertise (B2C & B2B) 🔹 Skilled in B2C and B2B sales, including cold calling, upselling, cross-selling, and consultative selling, with a deep understanding of consumer behavior and business decision-making. 🔹 Adept at developing and executing sales strategies that leverage data-driven insights to improve conversion rates, revenue, and customer retention. 🔹 Proven ability to engage, negotiate, and close deals while building strong customer and client relationships. Customer Service & Issue Resolution Expert 🔹 Extensive experience handling general billing, claims, disputes, benefits, and troubleshooting across multiple industries, including medical and technology. 🔹 Adept at active listening, seamless problem resolution, and delivering customer-centric solutions, ensuring high CSAT, NPS, and first-call resolution (FCR). 🔹 Strong background in technical support, benefit explanations, and complex issue resolution, ensuring accurate and efficient assistance tailored to industry-specific needs. Operations Management & Change Leadership 🔹 Process Optimization & SOP Development – Designing and refining workflows to enhance efficiency, scalability, and service quality. 🔹 Forecasting & Performance Analysis – Leveraging data-driven insights to anticipate trends, identify operational gaps, and implement strategic solutions. 🔹 Team Leadership & Development – Coaching and mentoring teams to exceed KPIs, fostering a culture of accountability and continuous improvement. 🔹 Cross-Functional Collaboration – Working with stakeholders to align operational goals with business objectives, ensuring seamless execution and long-term success. As a Change Leader, I thrive in fast-paced, evolving environments, spearheading process improvements, technology integrations, and change management initiatives that drive sustainable growth and operational excellence. Passionate about bridging customer needs with business goals, I bring a holistic approach to sales, service, and operations, ensuring exceptional customer experiences and long-term profitability.