ROEN JUNE BARILLO
CEBU CITY
Summary
Transformational BPO Leader | Senior Customer Experience & Quality Manager
Strategic leader with 16+ years of experience driving large-scale, multi-country operations and scaling global service delivery. Expertise in navigating the complexities of the BPO industry, transitioning high-volume environments from cost-centers to value-driven strategic partners. Proven track record in leading transformation programs for 1,000+ FTEs across 5+ regions, consistently delivering measurable gains in NPS, operational efficiency, and customer lifetime value.
Overview
16
16
years of professional experience
Work History
Senior Quality Manager
Concentrix
Cebu City, Philippines
03.2023 - 04.2025
- Led quality strategy across multi-geo operations (5+ countries, voice & chat LOBs), improving audit compliance and collectively reducing defects from 11% to 8% (↓27%)
- Designed and implemented data-driven quality frameworks, increasing over tNPS by 1 to 1.5 points YOY
- Reduced operational inefficiencies by 76% through targeted audits and performance interventions
- Partnered with Operations leaders to align QA with business KPIs, improving overall service delivery performance
Global Service Delivery Manager
Concentrix
Cebu City, Philippines
11.2021 - 03.2023
- Managed key strategies for customer and employee experiences through Net Promoter System (NPS). Directed global rollout of Net Promoter System (NPS) across India, Egypt, South Africa, Philippines, and Dominican Republic.
- Ensured all sites adhere to standards on strategic implementation of NPS work practices and tactical execution of Customer callback, Team Huddles, and Employee Coaching.
- Helped clients find areas for improvement in systems or processes and recommends innovative solutions for enhancement.
- Standardized coaching, callbacks, and huddles across sites, improving agent performance consistency by 27% and reducing score variability across teams
Operations Manager
Concentrix
Cebu City, Philippines
06.2016 - 11.2021
- Managed 300+ FTEs, improving SLA performance and productivity
- Reduced new hire ramp time by 15-20%, accelerating speed-to-proficiency through the New Hire Proficiency Project (NHPP)
- Increased internal promotions to 100% via Enhanced Agent Development Program (EADP)
Team Leader
Convergys
Cebu City, Philippines
04.2013 - 06.2016
- Led a team of 20 to 30 agents, consistently exceeding KPIs in CSAT, AHT, and QA scores
- Improved team performance by 5-10% QoQ through consistent coaching, performance plans, and data-driven action plans
Customer Service Associate
Convergys
Cebu City, Philippines
03.2009 - 04.2013
- Consistent top 1 associate in back-office, chat, and voice support every quarter
- Delivered high-quality customer support, consistently meeting performance metrics
Education
Bachelor of Science - Nursing
Silliman University
Dumaguete City03.2004
Skills
- Process improvement oversight
- Process Optimization & Innovation expertise
- NPS development & implementation Strategy
- Cross-Functional Leadership
- Agent Development & Coaching
- KPI and SLA Management
Timeline
Senior Quality Manager
Concentrix
03.2023 - 04.2025
Global Service Delivery Manager
Concentrix
11.2021 - 03.2023
Operations Manager
Concentrix
06.2016 - 11.2021
Team Leader
Convergys
04.2013 - 06.2016
Customer Service Associate
Convergys
03.2009 - 04.2013
Bachelor of Science - Nursing
Silliman University