MIGUEL ARJAY YASON
Taguig
Summary
Operations Manager with 12 years of leadership experience in the BPO sector. Achieved significant performance improvements, including a 50% reduction in AWOL attrition and enhanced team productivity by 50%. Expertise in managing end-to-end operations and driving financial efficiency through data-driven strategies.
Overview
12
12
years of professional experience
Work History
Operations Manager
Telus Digital Philippines
01.2022 - Current
- Led multi-LOB operations (300+ FTE Technical Agents and 72+ head account for Migration), consistently delivering on KPIs including CSAT, AHT, MSI, IR, Sales, and Productivity
- Drove a 50% reduction in AWOL attrition, implementing retention and accountability programs that delivered $59K+ annual cost savings and improved workforce stability
- Led compliance and performance transformation initiatives, reducing ZTP by 30% and lowering KIR violations, preventing account removals and generating $44K annual savings
- Improved bottom quartile performance by 50%, executing targeted coaching frameworks and data-driven action plans to elevate overall team productivity
- Managed client relationships and business reviews, serving as primary interface and receiving client commendations for operational excellence
- Oversaw workforce planning and cost control, aligning P&L while optimizing staffing ratios and maintaining budget adherence to drive profitability
Sales Operations Manager
Telus Digital Philippines
01.2018 - 01.2022
- Oversaw multiple sales teams, enabling 35 team leaders to meet and exceed targets.
- Defined sales strategy and revenue goals for organization-wide initiatives.
- Forecasted revenue targets and developed growth strategies for sustainable success.
- Restructured and hired within sales teams to enhance performance.
- Collaborated with enterprise sales senior leadership on strategic initiatives.
- Established sales processes, systems, and KPIs to enhance accountability and performance tracking.
- Managed enterprise and client relationships strategically to strengthen partnerships and drive collaboration.
Operations Team Leader
Telus Digital Philippines
01.2014 - 01.2018
- Led a team of 15–20 sales agents, consistently achieving revenue and conversion targets
- Improved team performance through structured coaching, call reviews, and real-time feedback
- Monitored and managed key KPIs including Sales %, Conversion Rate, AHT, QA, and Productivity
- Resolved customer escalations and complex sales scenarios, achieving high conversion and customer satisfaction
- Collaborated with Training, QA, and WFM teams to address performance gaps
- Fostered high-performance culture with incentives, recognition, and engagement initiatives
- Ensured schedule adherence and attendance compliance, minimizing productivity loss
Education
Bachelor of Science - Nursing
Our Lady of Fatima University
Fairview, Quezon City01-2008
Skills
- Lean Six Sigma Green Belt
- Lean Six Sigma Yellow Belt
- Process optimization
- Strategic Planning
- Leadership and Management
- Performance improvement
- Client Relationship Management
- Employee retention
- Team coaching
Awards
- Lean Six Sigma Yellow Belt Sales Improvement Project, 2016
- Lean Six Sigma Green Belt, 2024 (Project Lead)
- Lean Six Sigma Green Belt, 2025 (Project Champion)
- Circle of Excellence Finalist, 2025
- Service Milestone 15 years
- Registered Nurse in the Philippines Nursing Licensure Examination Board Passer, 2009
- Contact Center Management by ICMI (ESK), 2017
Timeline
Operations Manager
Telus Digital Philippines
01.2022 - Current
Sales Operations Manager
Telus Digital Philippines
01.2018 - 01.2022
Operations Team Leader
Telus Digital Philippines
01.2014 - 01.2018
Bachelor of Science - Nursing
Our Lady of Fatima University