Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

CARIZZA CRISTOBAL

Partnership Operations Manager
Quezon City, Philippines

Summary

Highly experienced Third Party Vendor Manager and BPO Operations leader with 17 years of expertise in Consumer domain support and service delivery. Proven track record in maximizing vendor relationships, driving continuous improvements, ensuring compliance with regulatory and quality standards, and achieving operational excellence through a Lean Six Sigma mindset. Adept at leveraging data-driven insights to enhance performance, lead multi-disciplinary projects, and foster strong cross-functional collaboration. Keen interest in cryptocurrency and blockchain technology.

Overview

11
11
years of professional experience
9
9
Certifications

Work History

Partnership Operations Manager

ByteDance
09.2021 - Current
  • Championed comprehensive vendor performance and relationship management across diverse APAC Consumer markets, consistently ensuring robust operational excellence and stringent contractual adherence, directly elevating partner effectiveness and service delivery.
  • Orchestrated a rapid SLA recovery from 75% to a sustained 90% within a four-month critical window through targeted strategic interventions and the deployment of continuous improvement frameworks, significantly restoring service levels and partner reliability.
  • Led the design and implementation of critical Business Continuity Plans (BCPs) during high-stakes geopolitical events (elections), achieving an impeccable 0% content leakage and exceeding 90% service levels, underscoring expert crisis & recovery management and risk mitigation capabilities.
  • Developed and instituted a proactive harmful content monitoring program across APAC partners, resulting in zero content leakage and expedited high-risk content removal, thus enforcing stringent regulatory and quality standards compliance and safeguarding brand integrity.
  • Effectively steered operational response during a major global conflict (Israel–Hamas), strategically mitigating critical risks and liquidating a 5000-case backlog with an unprecedented 30x improvement in moderation accuracy, demonstrating exceptional adaptability and problem-solving under pressure.
  • Cultivated a results-driven culture of innovation, incubating 17 impactful platform improvement initiatives (5 successfully launched, 12 in active evaluation), with a keen emphasis on digitization and scalable solutions that enhance operational efficiency.
  • Managed ramp-ups/ramp-downs with >80% SLA compliance and achieved 100% accuracy in partner site work hours, ensuring financial delivery without billing errors.
  • Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
  • Supervised operations staff and kept employees compliant with company policies and procedures.

Escalations Team Manager

TDCX Malaysia
02.2019 - 07.2021
  • Transformed the Consumer support escalations team into a high-performance unit, yielding a 15% increase in employee satisfaction and achieving a remarkable 0% quarterly attrition through strategic coaching, development programs, and fostering a robust team culture.
  • Developed and delivered comprehensive performance reports that identified trends, leading to a 5% decrease in escalations and process improvements that saved an estimated 10 hours per week.
  • Streamlined work procedures, resulting in a 20% increase in team efficiency and a 12% decrease in processing time for escalations by identifying and eliminating bottlenecks.
  • Forged strong cross-functional alliances with Customer Experience and Training teams to proactively resolve critical issues and optimize task prioritization during peak seasons, driving a notable 15% improvement in Customer Satisfaction (CSAT).

Service Delivery Manager

Curo Teknika
10.2014 - 02.2019
  • Maintained a consistent 90% First Contact Resolution (FCR) rate across all client inquiries, establishing a benchmark for operational efficiency and immediate client problem resolution.
  • Managed the Curo Teknika project, exceeding target Service Level Agreement and Answer Rate by 10%, which resulted in a 7% decrease in 2D FCR and 7D FCR.
  • Significantly enhanced client satisfaction, evidenced by a 20% to 30% improvement in Customer Satisfaction Rate.
  • Designed and launched a comprehensive continuous improvement program that led to a significant 15% reduction in Average Handling Time and a 10% decrease in Mean Time To Resolution for client incidents, directly enhancing service delivery speed and quality.
  • Streamlined operational processes, achieving a 5% increase in employee productivity and a 15% reduction in operational costs.

Education

Bachelor of Arts - Communications

Saint Louis University
Baguio City
04-2008

Special Science Class - Secondary Education

Juan G Macaraeg National High School
Binalonan Pangasinan
04.2001 -

Skills

  • Third-Party Vendor Management
  • Consumer Operations Leadership
  • BPO Performance Optimization
  • Strategic Vendor Relationship Management
  • Regulatory & Quality Compliance
  • Lean Six Sigma Principles
  • Data Analysis & Reporting
  • Project & Program Management
  • Process Improvement & Automation
  • Crisis & Recovery Management
  • Cross-functional Team Leadership
  • Stakeholder Presentation & Communication
  • Training & Attrition Management
  • Customer Satisfaction (CSAT) Enhancement

Certification

Six Sigma Yellow Belt, ByteDance, 2023-03-01

Timeline

Partnership Operations Manager

ByteDance
09.2021 - Current

Escalations Team Manager

TDCX Malaysia
02.2019 - 07.2021

Service Delivery Manager

Curo Teknika
10.2014 - 02.2019

Special Science Class - Secondary Education

Juan G Macaraeg National High School
04.2001 -

Bachelor of Arts - Communications

Saint Louis University

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CARIZZA CRISTOBALPartnership Operations Manager