Management Development Institute, Gurgaon

AMA University

University of the Philippines

Passionate Leader. Trusted Client Partner. Always delivering the best for both the client and the organization.

As the Practice Leader for Financial and Business Services at Sterling, I am responsible for the overall success of our practice area. I lead a strong and seasoned team of Client Success Partners and support an incredible roster of US and Global clients, ensuring services within our practice area meet and exceed defined targets by leveraging our organization's leadership, expertise, and resources. 

In my role, I lead the Client Success Team within the Financial and Business Services practice area here at Sterling. I manage 10 Client Success Partners with an overall goal of $82M, support my team and advocate for our clients, establish and nurture new client relationships, respond to client escalations and manage risk, drive strong partnerships internally and externally and play a key role specific to talent development in our Practice Area. I am also an active leader and contributor to several process improvement initiatives and advisory boards within the organization, most of which have resulted to successful project implementations.

Sterling

Practice Leader, Financial and Business Services

Responsible for $8-$10M worth of Book of Business. Ranked 1st in Upsells specific to New Products, New Divisions, and Global Expansions that grew my BOB to 80% from it's original size. Completed most number of QBRs and Highest NPS score.

Client Success Partner III

•	Led the strategic account and relationship management for multiple clients and key stakeholders across the travel, transportation and logistics industries
•	Notable achievement:  Doubled the existing client portfolio by cross-selling products from the analytics and consulting horizontal lines of business
•	Notable achievement: Met sales targets in year 2010 through 2015 that exceeded an average of $950K in gross sales; in 2016, grossed $2M and $4.5M in 2017

Senior Assistant Vice President, Account Management

Reported directly to the Country Head of EXL Philippines
•	Spearheaded highly-visible and cross-functional strategic client projects across all geographies
•	Notable achievement:  Composed and reported on key metrics such as Employee Engagement and Employee Satisfaction (ESAT) that elevated the Philippines ranking to #1 and the highest ESAT score across all EXL geographies

Senior Assistant Vice President, Operations and Strategic Initiatives

•	Appointed geography leader and managed daily HR Ops initiatives, corporate communications, expansion into emerging markets, social responsibility, employee rewards programs, events and compliance
•	Notable achievement: Recognized as Brand Ambassador across EXL’s global footprint and the point-of-contact for driving strategic initiatives and special projects for the Office of the Country Head
•	Notable achievement: Oversaw a successful opening of a new location in Cebu and developed the HR and operations teams

Senior Assistant Vice President, Human Resources

•	Designated site leader and drove strategic projects, migrations into emerging markets, employee engagement and satisfaction initiatives, corporate communications, public relations and branding across EXL’s geographies
•	Notable achievement: Successfully engaged as a spokesperson and SME in the BPO healthcare space representing EXL at the CEBIT Conference in Sydney, Australia and attended a subsequent IT-BPAP event in Auckland, NZ that resulted in increased industry visibility
•	Notable achievement: Member of the core team that won the largest healthcare account/logo in EXL

Assistant Vice President, Office of the Country Head - Strategic Initiatives & Business Development

•	Managed client operations, management and profitability initiatives for one of the top 5 U.S. based insurance companies
•	Notable achievement:  Exceeded sales revenue targets by growing the business 200% that resulted in increased revenue from $1.980M to $3.960M; exceeded gross margin target in 2010 by 36%

Assistant Vice President, Operations

•	Managed the daily operations which includes the customer service outsourced partner, fulfillment center, technical support and over-all and performance management for the European region
•	Led the in-region customer service teams of ABS-CBN’s The Filipino Channel in the UK, Italy and Spain

ABS-CBN EUROPE LIMITED

Head of Customer Service & Fulfillment Operations

•	Managed daily operations to include sales revenue generation, sales team consisting of more than 200 representatives, client relationship management and strategy solutions development
•	Notable achievement: Exceeded the production goal by more than 157% for the UK sales account in the 1st three months

NCO Group

Senior Operations Manager, Sales

Led Citigroup Australia's Telesales, acquisition, and retention business units.

Citigroup Business Process Solutions, CITI

Operations Manager, Telesales Division of Citibank Australia

Led, established and successfully grew the Financial Services Outbound Sales program for ICT Group from HSBC to MBNA. 

Consistently exceeded the SPH target of 1.0, delivering 300% actuals, and the highest upsell products.

Joanne Thursday U.