Nicolas Corteza

I am an operations leader with over 14 years of experience in the BPO and customer service industry, specializing in operations management, quality assurance, and client relationship management. My career at Transcom Worldwide Philippines has taken me from technical support and quality monitoring roles to leading large teams and managing end-to-end client operations.

As an Operations Manager, I have overseen daily client communications, managed CRM/CMS services in line with contractual agreements, and ensured consistent KPI achievement. I have successfully driven process improvements, workforce optimization, and customer experience enhancements that have delivered measurable business results.

I am skilled in team leadership, performance analytics, process optimization, and cross-functional collaboration. My approach combines a strong focus on service quality with the ability to build lasting client partnerships and foster high-performing teams.

I am passionate about delivering operational excellence, aligning business strategies with client needs, and creating a culture of continuous improvement.