Reagan Zaballa

About

Operations Manager / Associate Leader with nearly 19 years of BPO experience and 17 years of progressive operational leadership. Proven track record establishing operational governance and driving performance excellence through KPI/CPI/SLA management, vendor and workforce governance, and audit/compliance readiness. Expert at scaling operations up to 500+ FTEs, leading end-to-end SLA/KPI delivery, standardizing training and coaching structures, and delivering automation initiatives to reduce manual cycle times while maintaining quality.

Experience

• Manager II – Onboarding Requirements & Background Investigations (BI) Team · Concentrix10-01-2024

   Vendor & Partnership Governance: Manage end-to-end relationships with background investigation vendors, ensuring strict compliance with contractual timelines, service standards, and deliverables.  Financial Oversight: Accountable for processing vendor invoices, supervising the department budget, and aligning financial targets with operational goals.  Workforce Planning & Efficiency: Conduct strategic headcount and resource planning to maintain peak operational efficiency across multiple programs.  Process Improvement: Actively lead high-impact BI automation projects to reduce manual cycle times and optimize quality control.  Audit & Compliance Control: Ensure all program onboarding requirements strictly adhere to client contracts; synthesize and present detailed BI reporting compliance during internal and external audits.

• Associate Leader – Operational Consultant · Concentrix (Cape Town, South Africa Assignment)07-01-2024 – 09-30-2024

   Strategic Leadership: Deployed internationally to drive operational maturity and process standardizations across multiple programs and distinct business verticals.  Leadership & Capability Development: Designed and deployed standard training modules for supervisors and operations managers, explicitly establishing long-term structures for performance coaching, triad management, and new leader onboarding.

• Associate Leader / Senior Operations Manager · Eastwood Divergent Programs & Dish Network10-01-2018 – 06-30-2024

   Program Launches & Transitions: Successfully took ownership of launching new client programs in Eastwood, driving transition periods to ensure operational stabilization and timely milestone achievement.  Multi-Site Performance Governance: Held direct accountability for maintaining and surpassing complex client KPIs and CPIs across cross-functional operations.  Executive Stakeholder Communication: Served as the primary operational point of contact for clients, leading comprehensive Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR).  Team Leadership & Scale: Provided strategic direction, mentorship, and structured management to Operations Managers and Assistant Managers through regular one-to-ones, skip-levels, and operational alignment meetings.  Financial Performance: Audited and managed delivery financials, ensuring programmatic profitability and target realization.

• Associate Leader / Senior Operations Manager · Eastwood Divergent Programs & Dish Network05-01-2016 – 10-01-2018

   Program Launches & Transitions: Successfully took ownership of launching new client programs in Eastwood, driving transition periods to ensure operational stabilization and timely milestone achievement.  Multi-Site Performance Governance: Held direct accountability for maintaining and surpassing complex client KPIs and CPIs across cross-functional operations.  Executive Stakeholder Communication: Served as the primary operational point of contact for clients, leading comprehensive Weekly, Monthly, and Quarterly Business Reviews (WBR/MBR/QBR).  Team Leadership & Scale: Provided strategic direction, mentorship, and structured management to Operations Managers and Assistant Managers through regular one-to-ones, skip-levels, and operational alignment meetings.  Financial Performance: Audited and managed delivery financials, ensuring programmatic profitability and target realization.

• Operations Manager · Sears Canada10-01-2013 – 05-31-2016

   Large-Scale Multi-National Operations: Managed end-to-end Line of Business (LOB) metrics spanning 5 delivery locations across 3 countries and 2 languages.  SLA & Workforce Coordination: Partnered daily with offshore Workforce Management (WFM) teams in India to balance staffing intervals, control attrition, and guarantee consistent Service Level execution.  Hiring Fulfillment: Directed agent recruitment pipelines, conducted stakeholder interviews, and tracked hiring fulfillment against strict corporate ramp-up schedules.  Performance Reporting: Compiled and delivered multi-geography Weekly Business Review presentations directly to the client's executive leadership.

• Deputy Manager / Assistant Manager – Delivery · Skype07-01-2010 – 10-31-2013

   Led Team Leaders to secure top-tier performance on critical customer experience metrics, heavily focusing on CSAT and First Contact Resolution (FCR).  Handled specialized cross-functional escalation structures designed to bridge knowledge and workflow gaps between tier 1 and tier 2 technical groups.  Conducted skip levels with specialists to ensure individual alignment with overarching business direction.

• Assistant Manager – Delivery · eBay North America09-01-2007 – 07-01-2010

   Directly managed a delivery team of 25 customer care specialists, optimizing schedule adherence, mitigating absenteeism, and owning aggregate performance output.

Education

• University of the Philippines, DilimanBS, Metallurgical Engineering
• University of the Philippines, Los BañosBS, Mathematics
• Marist College, Marikina CityHigh School Diploma

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