Senior Associate Manager

Overview

Looking for full-time work (8 hours/day)

at $5.89/hour ($1,136.00/month)

Bachelors degree

Last Active

August 13th, 2026 (5 days ago)

Member Since

January 22nd, 2024

Profile Description

About Me
I am a results-driven Senior Associate Manager and Operations Professional with 15+ years of experience in the Contact Center and BPO industry.
Throughout my career at Sutherland Global Services Philippines, I have progressed through multiple roles covering customer service, B2B support, sales and retention, technical support, subject matter expertise, team management, program management, recruitment coordination, and executive support.
My experience has allowed me to work closely with clients, senior leaders, Workforce Management, Recruitment, Service Delivery, Technology, and cross-functional teams to launch programs, manage people, improve performance, and support business growth.
One of my key accomplishments was helping launch and manage a B2B line of business that grew from a 60-HC pilot to 145 HC, with responsibility for supporting 7 Team Managers.
I am highly adaptable, organized, and comfortable working in fast-paced environments where priorities change quickly. I enjoy solving operational challenges, developing people, coordinating stakeholders, and finding practical ways to improve processes.
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What I Do
Operations Management
I support daily operations by monitoring performance, identifying operational gaps, coordinating with stakeholders, and ensuring teams remain aligned with business objectives.
People Management
I have experience managing Team Managers and frontline employees, conducting coaching sessions, monitoring performance, addressing development needs, and creating engagement initiatives.
Program Management
I have supported program launches, business pilots, operational initiatives, performance reviews, and cross-functional projects from planning through execution.
Recruitment & Hiring
As a Program Hiring POC, I coordinated with Workforce Management and Recruitment teams to support headcount requirements, applicant validation, hiring timelines, and ramp activities.
Executive & Administrative Support
I provide leadership support through calendar management, meeting coordination, reporting, stakeholder communication, and follow-up management.
Customer Experience
My background includes customer service, technical support, B2B partner support, sales, retention, and escalations, giving me a strong understanding of the customer journey.
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My Career Journey
Sutherland Global Services Philippines
April 2010 – February 2026
My career at Sutherland has provided me with progressive experience across customer service, technical support, sales, people management, program management, and leadership.
Senior Associate Manager
• Program management and operational leadership
• B2B business launch and expansion
• Management of 7 Team Managers
• Recruitment and hiring coordination
• Workforce planning partnership
• Executive support
• Client and stakeholder management
• Business and operational reporting
• Process and program improvement
• Employee engagement initiatives
Team Manager – Travel Program
2018 – 2020
• Managed inbound and outbound teams
• Performance and KPI management
• Coaching and employee development
• Client communication
• Call monitoring and quality management
• Collections and target management
• Team engagement initiatives
Team Manager – Retail Program
2017 – 2018
• Team leadership and daily operations
• Performance management
• Coaching and development
• Customer experience management
• Quality monitoring
• Team engagement and performance contests
Subject Matter Expert – Anti-Virus
2013 – 2017
• Escalation management
• Technical and product support
• Case monitoring
• Leadership reporting
• New product rollout support
• Process improvement
• Business case development
• Cross-functional collaboration
Sales & Retention Specialist
2012 – 2013
• Customer retention
• Consultative sales
• Customer experience
• Problem resolution
• Performance monitoring
Corporate Representative – B2B
2011 – 2012
• Business partner support
• B2B account management
• Product and service support
• Partner issue resolution
• Account documentation and reporting
North America Customer Service Representative
2010 – 2011
• Customer service
• Technical/product support
• Account management
• Refund and cancellation handling
• Customer issue resolution
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Featured Project: B2B Business Launch & Expansion
From 60-HC Pilot to 145 HC
One of the most significant projects in my career was supporting the launch and expansion of a B2B line of business.
Challenge
The business started as a relatively small pilot operation with approximately 60 headcount. As the business expanded, there was a need for stronger operational structure, hiring coordination, people leadership, and performance management.
My Role
As Senior Associate Manager and Program POC, I supported the operation through:
• Program management
• People leadership
• Hiring coordination
• Workforce planning
• Stakeholder communication
• Performance monitoring
• Leadership reporting
• Process implementation
• Team Manager support
Result
The operation successfully expanded from:
60 HC → 145 HC
with leadership responsibility supporting 7 Team Managers.
This experience strengthened my ability to manage growth, coordinate multiple stakeholders, and maintain operational stability during expansion.
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Recruitment & Hiring Project
Program Hiring Point of Contact
During ramp periods, I served as the Program Hiring POC and worked closely with Workforce Management and Recruitment to ensure hiring activities were aligned with business requirements.
Responsibilities
• Coordinate headcount requirements with WFM
• Provide manpower staffing requirements
• Establish hiring timelines
• Partner with Recruitment
• Review and validate applicants
• Coordinate with site POCs
• Track hiring progress
• Communicate hiring status to leadership and clients
• Support ramp planning
Technology Collaboration
I also partnered with Robility in the development of Tachyon, an automated solution designed to support the applicant journey from recruitment through the hiring process.
This experience gave me exposure to both operational hiring management and technology-enabled process improvement.
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People Management & Coaching
Throughout my leadership career, one of my primary responsibilities has been developing people.
My approach focuses on:
Observe → Identify → Coach → Support → Measure → Improve
Areas I have coached
• Customer communication
• Productivity
• Quality
• Sales and retention
• Process adherence
• Customer experience
• Performance gaps
• Communication skills
• Individual development needs
I have conducted:
• One-on-one coaching
• Scenario-Based Learning sessions
• Call monitoring
• Performance reviews
• Feedback sessions
• Team performance discussions
• Recognition and incentive programs
My goal is not simply to identify performance gaps, but to understand the reason behind them and create a practical development plan.
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Program & Project Management
I have supported and managed multiple business initiatives and pilots, including:
Sales & Conversion
Supported sales and conversion pilots focused on improving business results and customer outcomes.
Outbound Operations
Supported outbound pilots with an emphasis on performance and ROI.
Collections
Managed/support programs involving platform and restaurant collections.
New Business Launches
Supported the launch and stabilization of new business opportunities.
Employee Engagement
Implemented incentive and recognition programs designed to improve employee motivation and retention.
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Executive Support
In addition to operational leadership, I have provided executive and administrative support to senior leaders.
Areas of support
• Calendar management
• Meeting scheduling
• Stakeholder coordination
• Meeting prioritization
• Leadership communication
• Operational reporting
• Follow-up tracking
• Program updates
• Meeting representation
I am comfortable handling sensitive information, managing competing priorities, and ensuring that important actions do not get lost in a busy operational environment.
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Customer Experience Background
My career began in frontline customer service, giving me a strong foundation in understanding customer needs and operational challenges.
I have handled:
• North American customers
• B2B business partners
• Technical/product concerns
• Account management
• Installation support
• Refunds and cancellations
• Sales and retention
• Escalated cases
• Customer complaints
• Complex problem resolution
This frontline experience has continued to influence my management approach because I understand the challenges employees face when serving customers.
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Tools & Technology
CRM & Operations
Salesforce | Verint | InContact | One Stop | PeopleSoft
Recruitment & Workforce
Tachyon | SmartRecruiter | Robility
Project & Collaboration
JIRA | Confluence | Microsoft Teams | SharePoint | Google Workspace
Productivity
Microsoft Office | PowerPoint | OneDrive | OneNote
Business & Reporting
Power BI | Snowflake | Visio
Security & Enterprise Systems
Azure SSO | Palo Alto | Virtru | HelpTree
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Professional Development
My leadership development includes:
• TMU Elevate – 2023
• Continuous Improvement Framework – 2018
• State of Coaching – 2017
• Team Manager University – 2016
• Scenario-Based Learning – 2015
• Consultative Approach to Retention & Sales – 2015
I continuously look for opportunities to improve my knowledge in leadership, operations, technology, customer experience, and process improvement.
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My Strengths
Leadership
Experienced in leading teams, supporting managers, and working with senior stakeholders.
Organization
Comfortable managing multiple priorities, deadlines, meetings, reports, and operational requirements.
Communication
Strong written and verbal communication skills developed through years of working with customers, employees, clients, and leadership.
Problem Solving
Experienced in handling escalations, identifying root causes, and developing practical solutions.
Adaptability
Comfortable working in fast-paced environments and adjusting quickly when priorities or business requirements change.
Continuous Improvement
Always looking for opportunities to improve processes, employee performance, customer experience, and operational efficiency.
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Career Value Proposition
What I bring to an organization:
15+ years of progressive experience + people leadership + operations management + program coordination + recruitment support + customer experience + executive support.
I bring the perspective of someone who has worked across multiple levels of an organization—from frontline customer service to senior operations leadership.
This allows me to understand both the strategic objectives of leadership and the practical realities of day-to-day operations.
I am particularly interested in opportunities where I can contribute through operations management, virtual/executive assistance, project coordination, people management, customer experience, recruitment coordination, and business support.
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Education
Bachelor of Science in Business Administration
Major in Human Resource Development Management
University of Nueva Caceres | 2018
Bachelor of Science in Business Administration
Major in Management – Undergraduate Studies
Ateneo de Naga University | 2000–2002
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Contact
Sheila Karla Morales
Senior Associate Manager | Operations | People Management | Program Management
? Naga City, Camarines Sur, Philippines
? (+63) ----------
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