LEE OXALES MANN
Colorado Springs
Summary
Strategic and results-driven Operations Leader with 14+ years of extensive experience spearheading high-performing call center and customer service operations. Proven expertise in developing and executing enterprise-wide operational strategies, launching new sites, driving process excellence, and optimizing team performance to exceed service and quality standards. Adept at leveraging data analytics to inform decision-making, managing complex stakeholder relationships across global matrixed organizations, and building cohesive, motivated teams. Ready for expatriate leadership assignment in the Philippines to drive operational excellence and growth.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Customer Experience Supervisor (Mechanical Locks)
Allegion
03.2023 - Current
- Architected and executed staffing strategies, schedules, and workflows supporting 24/7 multi-channel customer service aligned with enterprise goals, improving operational responsiveness and customer satisfaction.
- Led performance management through rigorous KPI tracking (AHT, FCR, QA, adherence), delivering actionable insights that boosted First Call Resolution by 15% and elevated CSAT scores by 10 points within six months.
- Designed and implemented audit frameworks and coaching programs, reducing process errors by 25% and enhancing team accountability and skill development.
- Managed escalated customer issues with cross-functional U.S. teams, ensuring timely resolution and sustained client trust.
- Directed full talent lifecycle management for a 20+ member team, strengthening recruitment, onboarding, continuous development, and retention initiatives.
Project Specialist
Cognizant
11.2021 - 03.2023
- Pioneered the launch of a remote training operation for Centene/Ambetter Health Insurance, facilitating onboarding and skill development for 50–100 new hires per cohort, achieving an 87% successful transition to operations.
- Implemented a Scorecard-based learning management system to track learner performance and optimize training effectiveness, reducing time-to-proficiency by 20%.
- Collaborated with U.S.-based Service Delivery, HR, IT, and Quality teams to ensure compliance with regulatory standards and continuous curriculum enhancement.
- Delivered comprehensive training performance reports to senior leadership, driving data-informed process improvements.
Coaching Excellence Lead
TELUS International Philippines
09.2015 - 05.2016
- Designed and delivered a comprehensive 2-week certification program for 25 U.S.-based contact center supervisors, achieving a 96% certification success rate through adult learning methodologies and experiential training.
- Instituted performance dashboards and one-on-one coaching sessions, enhancing team productivity by 20% and reducing adherence violations by 30%.
- Fostered strong alignment with U.S. operations management to ensure training programs met evolving service standards and regulatory compliance.
Fraud Specialist
Synchrony Financial Bank
03.2013 - 06.2015
- Investigated and resolved identity theft and fraud cases across 55+ credit and store card accounts, maintaining strict confidentiality and regulatory compliance.
- Streamlined case management workflows, reducing resolution time by 25% and improving operational efficiency.
Relationship Manager (Barclaycard US)
Firstsource Solutions Ltd
01.2012 - 02.2013
- Managed escalated customer issues and balance transfers, ensuring compliance with U.S. security policies and delivering timely resolutions.
- Provided actionable insights through weekly trend analysis and risk reports to senior leadership.
Call Center Supervisor & Subject Matter Expert
Sitel Philippines Inc.
03.2006 - 07.2011
- Progressed rapidly from Customer Service Representative to SME and Supervisor, managing 60+ agents across inbound, onboarding, and back-office teams.
- Developed and executed targeted training and coaching strategies that increased resolution rates from 45% to 100%, sustained attrition below 0.5%, and improved customer satisfaction scores significantly.
- Monitored and reported operational KPIs including SLAs, occupancy, AHT, QA, and FCR; implemented continuous improvement initiatives that lifted NPS by 20 points.
Education
Mass Communication
University of Perpetual Help System DALTA
Pamplona, Las Pinas City Philippines03.2003
Skills
- Operations Strategy Development and Execution
- Process Improvement and Quality Management
- Leadership and Team Development
- Performance Monitoring and Data-Driven Decision Making
- Stakeholder and Cross-Functional Collaboration
- Risk Management and Compliance
- Customer Focus and Service Excellence
- Communication and Interpersonal Skills
- Change Management and Adaptability
- Technical Proficiency with Operational Technologies
- Strategic and Analytical Thinking
- Cultural Integration and Team Building
Certification
- Lean Six Sigma (DMAIC Methodology – Trained)
- Coaching in the Zone (CITZ) & Building a Coaching Environment
- Basic Training for Trainers (BTT)
- Coaching 101 & 102, Instant Coaching & Managing Team Metrics
- Action Planning & Managing AHTs & Service Levels
Languages
English
Native or Bilingual
Timeline
Customer Experience Supervisor (Mechanical Locks)
Allegion
03.2023 - Current
Project Specialist
Cognizant
11.2021 - 03.2023
Coaching Excellence Lead
TELUS International Philippines
09.2015 - 05.2016
Fraud Specialist
Synchrony Financial Bank
03.2013 - 06.2015
Relationship Manager (Barclaycard US)
Firstsource Solutions Ltd
01.2012 - 02.2013
Call Center Supervisor & Subject Matter Expert
Sitel Philippines Inc.
03.2006 - 07.2011
Mass Communication
University of Perpetual Help System DALTA
ADDITIONAL INFORMATION
- Willing to relocate for 3–4 year expatriate assignment in the Philippines
- Reliable high-speed internet connection (100 Mbps) for remote work capability
- Excellent verbal and written communication skills with global stakeholder engagement experience
- References available upon request
Similar Profiles
Stella SweatmanStella Sweatman
Materials Handler at AllegionMaterials Handler at Allegion
Timothy McClellanTimothy McClellan
Assembler at AllegionAssembler at Allegion
VINYA DECHAMMAVINYA DECHAMMA
Software Test Engineer at AllegionSoftware Test Engineer at Allegion
Grecia De LeonGrecia De Leon
Hospice Caregiver at Talem Home HealthcareHospice Caregiver at Talem Home Healthcare
Anthony TyshkevichAnthony Tyshkevich
Restaurant Waiter at Fazoli's RestaurantRestaurant Waiter at Fazoli's Restaurant