Rose Ann Tubongbanua

I started my BPO career in 2012 at ResultsCX as customer service representative. After 9 months of taking calls, I was promoted as a mentor to help new hires who graduated training in our company where I was trained to coach, develop and help new hires to pass Nesting goals.

In 2013 I was officially promoted as a supervisor with 21 agents. I enjoyed the working with the team even if they are too many to coach and develop. It was a strong team with strong performance. We experienced to be top 1, top 2 and top 3 in our site and the agents were getting all the incentives. Many of the agents from my original team were promoted to different roles.

After 3 years of being a supervisor, I was given a new responsibility in 2016 to be the new Grad School Lead of the site (Team Lead of all mentors in nesting phase). With this new role, I had to leave my team and endorsed to their new supervisor. It was indeed a difficult adjustment for me and my team but we embraced the changes. As a Grad School Lead (GS Lead), I learned to be more aggressive in driving performance of site. I started working a lot with Training Team and Recruitment. I had weekly and monthly touch base with clients and other stake holders to explain the challenges and action plans of Grad School Team. This role prepared me to be the next Operations Manager in our line-up. I waited for the next 3 years for career growth as I was already doing manager tasks but my salary was still for supervisor.

Even if it was a difficult decision for me to make, I chose to leave ResultsCX in 2019 and started a new career at IBEX as an external Team Manager. I was assigned to be part of a new program that they launched also in 2019. The first team I handled had challenges in performance since the program was new. After 3 months, the team was able to hit all metrics and we were even awarded as top 3 team globally. After few more months, our site acquired a new line of business from the same program and my manager assigned me again to be the pioneering team in a new LOB and that time pandemic hit and our operations shifted to work at home setup, I was fortunate to already have a reliable internet connection. Recognizing this, my operations Manager appointed me as a point of contact (POC) for WFH deployment. In this role I collaborated closely with the IT team to ensure smooth and timely setup of all PCs, VPN access, and remote system for the entire team. I became a go to person for troubleshooting and resolving remote setup issues, ensuring minimal downtime and a smooth transition for agents and leaders alike. This experience is not only strengthened my technical coordination skills but also deepened my ability to lead and support in crisis- driven environments. I remained in this role throughout the pandemic, providing critical support until onsite operations resumed.

In 2023, I returned to on-site work at IBEX, where I stepped into a new leadership role as a Team Manager for a non-voice (chat) campaign. Leveraging my experience and consistent performance, I was recognized as a top Team Manager for consecutive months. This led to a promotion as an Operations Manager, where I successfully led a cluster of five Team Managers.

Due to company -wide downsizing, I transitioned back to a Team Manager role temporarily while awaiting further leadership opportunities. Currently I am seeking new challenges where I can contribute my expertise in team leadership, operations management and performance optimization. I’m excited to bring my experience, dedication, and strategic mindset to an organization that value growth, development, and excellence.

At this point, my goal is to work in WAH set up for good but still in line with my current role as a supervisor because I know that this where I am good at. I am very interested in your job opening.