As an Outsourcing Manager at StubHub, the world’s largest ticket marketplace, I oversee the performance and quality of multiple vendors across different locations, ensuring alignment with StubHub’s vision, values, and goals. I have over seven years of experience in managing customer success and business process outsourcing (BPO) functions for diverse organizations. I hold a COPC Registered Coordinator Certificate and a Bachelor of Science in Management.
I have a strong track record of increasing customer satisfaction, retention, and loyalty, as well as reducing operational costs, improving efficiency, and enhancing productivity. I have successfully implemented optimized shifts and schedules, scorecard systems, governance and training programs, and action plans to achieve key performance indicators (KPIs) and service level agreements (SLAs). I have also fostered positive and collaborative relationships with internal and external stakeholders, including branch locations, vendors, and clients. I am passionate about creating a positive work culture that empowers and motivates my teams to excel and grow. My mission is to drive customer experience (CX) and revenue growth through BPO.
