REGEENA UMALI
San Jose,USA
Summary
Dynamic Operations Leader with 12 years of experience driving strategic excellence in fast-paced environments, including high-impact roles at TikTok and Accenture. Proven expertise in process optimization, user safety, policy enforcement, and cross-functional collaboration. Adept at incident management, workforce training, and scaling global teams to exceed performance metrics. Recognized for elevating customer satisfaction and fostering a culture of continuous improvement, accountability, and operational excellence
Overview
20
20
years of professional experience
1
1
Certification
Work History
Operations Lead
TikTok
San Jose, CA
08.2022 - 05.2025
- Led global Trust & Safety operations supporting user safety and hacked account recovery, managing a cross-regional team of specialists resolving high-impact user security cases.
- Directed day-to-day operations for frontline support across multiple time zones, ensuring timely issue resolution, policy compliance, and a seamless user experience.
- Developed and implemented scalable workflows and SOPs, improving operational efficiency, accuracy, and turnaround time on critical user safety cases.
- Partnered with Product, Engineering, Policy, and Training teams to develop solutions that reduced repeat incident rates, and enhanced safety features for creators and users.
- Owned end-to-end coordination of performance programs, including scorecard launches, feedback loops, and roundtable discussions, to align global operations with org-wide goals.
- Utilized data analytics and quality metrics to identify trends, drive process improvements, and implement targeted action plans that improved KPIs, and user satisfaction.
Mentored and coached team leads and specialists to strengthen performance management, maintain high-quality standards, and support readiness for RTO and hybrid transitions. - Drove change management initiatives during tool migrations and policy updates, ensuring global consistency, clear documentation, and minimal disruption to operations.
- Served as a strategic liaison to senior stakeholders, delivering insights on customer pain points, operational risks, and mitigation strategies that informed business decisions.
- Key Achievements: Reduced the hacked account backlog by 40% within six months through improved workflow design and targeted team training, and launched a global SOP framework that cut case handling time by 30% and standardized response quality across regions. Spearheaded collaboration between Trust & Safety and Engineering that led to new tooling improvements, reducing manual effort by 10 hours per week.
Associate Manager
ACCENTURE
San Jose, CA
06.2020 - 11.2021
- Over-all in charge of managing various teams of Rapid Responders who are taking inbound and outbound calls from the Legislative queue
- Conducted performance reviews providing coaching and feedback to benefit both company and employee
- Implemented policies and standard operating procedures and managed quality and highest level of customer service
- Delivered positive customer experiences by implementing effective quality assurance practices
- Collaborated with staff to maximize customer satisfaction, streamline procedures and improve key performance indicators
- Drive continuous improvement and value add initiatives on behalf of client
Associate Manager
ACCENTURE
San Francisco, CA
06.2019 - 06.2020
- Manage a team of 15 resources, supporting Stripe Financial Technology Operations focusing on Risk and Compliance (Supportability and Fraud)
- Develop and maintain relationships with key stakeholders cross functionally within the client
- Responsibility and ownership for the delivery of service metrics to client including tracking capacity planning and forecasting
- Involved in setting strategic direction and establishing short- and long-term goals for the client
- Responsible for embedding new processes and workflows across functions and teams
- Drive continuous improvement and value add initiatives on behalf of client
- Coaching, developing and management of team members
- Responsibility for resources formal evaluation processes including career development, salary review and performance management
Associate Manager
ACCENTURE
San Jose, CA
09.2017 - 06.2019
- Manage and scale large high-performance teams, 150+ resources, supporting Google and YouTube operations focusing on 2 functional areas: Copyright, Trust & Safety
- Multi-tasked leadership role encompassing Operations, Stakeholder, Resource and Cost Management with a focus on risk mitigation and protection of brand equity through the implementation of robust and dynamic processes and strategies
- Implementation and monitoring of Trust and Safety and Copyright initiatives on behalf of the client
- Ensure process documentation policies are complete, robust, scalable, consistent across regions, and are evolving on behalf of the client and latest online trends
- Ownership of serious issue resolution and escalation management
- P & L responsibility for the projects with direct influence on how resources are allocated
Associate Manager
ACCENTURE
Redmond, WA
03.2015 - 09.2017
- Oversee all work delivered through a global, regional or center service delivery operation, including managing the teams, implementing and improving standard processes and tools to drive operational efficiencies, operational and financial commitments for an American multinational technology company
- Manage the day to day operations of 21 Account Managers who ensures excellent levels of services are delivered to customers and sales teams
- Acting as the 'voice of the customer' within operations and recognized as the end to end expert in all customer operations related activities
Associate Manager
ACCENTURE
Manila, Philippines
03.2010 - 07.2014
- Managed and handled business process and outsourcing operations for Dutch telecom clients
- Responsible for the administration and management of eight divisions consist of 150 associates with two division Senior Supervisors, eight Team leaders who are directly reporting under me
- Experienced in client management and offshore management
- Experienced in transition and project management
- Trained for Operational Excellence (stability and consistency of business)
- Developed work performance standards, evaluated employee performance and nominated employees for awards and other actions
- Developed and modified position descriptions
- Personally coached, trained, and mentored direct reports, provided career development plans and opportunities through on-the-job training, discuss planning and create monthly, quarterly business review deck to be discussed with clients and stake holders
- Conducted formal and informal appraisals; approved leave, travel and other administrative actions
- Promulgated changes to policies to department personnel through their division supervisors
- Conducted training sessions as required ensuring employees have a clear understanding of regulations with the help of our Human Resources Department
- Analyzed financial obligations, administrative expenses and new budget requests
- Certified for Operations Management
Supervisor/Team Lead
STARTEK LTD.
Manila, Philippines
01.2009 - 02.2010
- Handled business process and outsourcing operations for AT&T customer service
- Supervised the work activities of 20 subordinate and staff
- Handled escalated supervisory calls, performed quality audit checks and monitor the customer satisfaction survey results
- Personally coached, trained, and mentored direct reports, provided career development plans and opportunities through on-the-job training
- Established positive rapport with customers, managers and customer service team members to maintain positive and successful work environment
- Evaluated performance and motivated staff to improve productivity
- Organized shift assignments to meet expected coverage demands by factoring in call volume forecast
- Reviewed customer interactions and activity reports to identify and address concerns
Supervisor/Team Lead
CLIENTLOGIC/ SITEL GROUP
Manila, Philippines
12.2004 - 07.2007
- Developed work performance standards, evaluated employee performance and nominated employees for awards and other actions
- Handled business process and outsourcing operations for Dell Financial customer service and People PC ISP
- Supervised the work activities of 15 subordinate and staff
- Handled escalated supervisory calls, performed quality audit checks and monitor the customer satisfaction survey results
- Personally coached, trained, and mentored direct reports, provided career development plans and opportunities through on-the-job training
Education
Bachelor of Science - Hotel And Restaurant Management
De La Salle-College of St. Benilde
Manila, Philippines01.2004
High School Diploma -
Colegio De Sta. Rosa
Manila, Philippines01.2000
Skills
- Process improvement strategies
- Cost reduction and containment
- Policies and procedures implementation
- Workforce training
- Solutions development
- Incident management
Certification
- Basic Training for Trainers, 07/2006
- Leadership Chronicles, 01/2007
- Quality Manager, 02/2007
- Coaching in the zone, 05/2007
- Seven Habits of an Effective Manager, 11/2011
- Accenture Delivery Skills for Managers, 06/2012
References
- Laura O'Rourke, laura.orourke@bytedance.com, +353857207753
- CJ Pebin Chandrapaul, c.pebin.chandrapaul@accenture.com, +14082509310
- Rissa Rubenecia, nerissa.r.rubenecia@accenture.com, +639175139716
Languages
- English, Fluent
- Filipino, Fluent
Timeline
Operations Lead
TikTok
08.2022 - 05.2025
Associate Manager
ACCENTURE
06.2020 - 11.2021
Associate Manager
ACCENTURE
06.2019 - 06.2020
Associate Manager
ACCENTURE
09.2017 - 06.2019
Associate Manager
ACCENTURE
03.2015 - 09.2017
Associate Manager
ACCENTURE
03.2010 - 07.2014
Supervisor/Team Lead
STARTEK LTD.
01.2009 - 02.2010
Supervisor/Team Lead
CLIENTLOGIC/ SITEL GROUP
12.2004 - 07.2007
Bachelor of Science - Hotel And Restaurant Management
De La Salle-College of St. Benilde
High School Diploma -
Colegio De Sta. Rosa