Conan Jd Holden

Before I started my journey as a WFH professional, I was an SME at one of the BPO companies here in the Philippines. Back in 2015 when I started to venture to a remote setup, I became a VA for several startup companies based in the AU, US and UK. I have supported C-level executives, onboarded team members, spoken with global partners, CEO, and vendors. 

When I started working from home back in 2015 I started as a Generalist VA and, I continued to learn and hone my technical, interpersonal and communication skills until I became an Operations Manager for a BPO company.

I have designed solutions, launched meaningful initiatives and lead cross-functional dynamic and highly efficient teams that embrace challenges, with a get-stuff-done attitude and have the right mental fortitude and attitude to go above and beyond to meet and or exceed organizational and client goals. 

Building, maintaining and nurturing business relationships is what I enjoy the most. I find a sense of fulfillment when I help clients scale their solutions, achieve their peak potential and scale their businesses. 

In my last job, I was an Operations Manager for a BPO company. I was managing a Real Estate Property Management company with 25 VAs under my pod spread across 4 departments. As an OM I am responsible for every aspect of the client relationship including monitoring schedule adherence, ensuring KPIs are met, expectations and deliverables are fulfilled efficiently and on time, live call monitoring, auditing tickets and preparing my team's scorecard for deliberation. 

Furthermore, I handled coaching, new hire training, and onboarding, consequence management, conducting regular 1:1 sessions and office hours, and additional skill-up session for my team.  

I work closely with my team along with the help of the senior OM and the Head of Operations. I have launched several initiatives and helped optimized our internal workflow and protocols to not only achieve operational efficiency but to lessen bottlenecks, keep a healthy NRR for my Book of business, improve collaboration and reduce errors and friction within the team. 

Apart from the daily leadership role as an OM, I also serve as the primary POC for our client handling expansion, general inquiry, escalation, CSR replacement, and the Weekly performance review and reporting deliverables.

I wish to continue this endeavor and share my expertise with a company that I can remain loyal to and serve with for a long time, a company that not only challenges you but inspires you to be a better version of yourself.