Gabriel is a seasoned operations leader with 10+ years of experience scaling global remote teams, optimizing processes, and driving performance across BPO, virtual staffing, and healthcare sectors; he’s seeking a senior role with growth and flexibility to support family priorities.

Summary of Experience
Recent Experience:
Company: Forta Health
Role: Director of Operations (Philippines)
Duration: November 2023 – Present (1 year 6 months)
Responsibilities:

• Oversees 130+ remote contractors handling global hiring, onboarding/offboarding, data analytics, workflow automation, logistics, and payroll (Philippines & global contractors).

• Expanded Philippine team from 30 to 130 FTEs; helped expand globally (India, Pakistan).

• Ensures operational execution outside of clinical services, focusing on process and performance improvement.
  Reason for Leaving: Exploring opportunities offering more flexibility and continued career growth; desires better work-life balance to prepare for family changes (expecting first child).
  Notable Achievement:

• Expanded Philippine operations by over 100 staff in 1.5 years.

• Set up international teams (India, Pakistan) and streamlined payroll and operational processes.

Previous Experience:
Company: Outsource Access
Role: Head of Operations (Promoted from Operations Manager)
Duration: May 2020 – March 2023 (2 years 10 months)
Responsibilities:

• Oversaw 400+ virtual staff providing VA services across fintech, healthcare, legal, and construction sectors.

• Led Senior Managers, Managers, and Team Leaders; created SOPs, playbooks, and performance frameworks.

• Built and scaled KPIs: idle time, CSAT, referral programs, and optimized EOS (Entrepreneurial Operating System) implementation.
  Reason for Leaving: Offered Director of Operations role at Forta Health with personal alignment to healthcare and advocacy work.
  Notable Achievement:

• Scaled operations from startup phase to 500+ VAs.

• Ranked #21 on Inc. 5000 SE Regionals; led process changes reducing attrition and improving client retention.

Company: Concentrix Philippines
Role: Assistant Operations Manager (Promoted from CSR to Ops roles)
Duration: May 2013 – March 2021 (7 years 10 months)
Responsibilities:

• Managed 500+ FTEs across multiple global accounts: Linksys, Belkin, Razer.

• Spearheaded global operations setup for Razer’s CS and Technical Support in PH (from scratch).

• Worked closely with Logistics, E-commerce, and Technical teams to improve SLAs and customer experience.
  Reason for Leaving: Career advancement opportunity at Outsource Access as Operations Manager.
  Notable Achievement:

• Led Razer’s operations to achieve Laptop Mag’s #1 ranking in Technical & Customer Support (beating Apple within 3 years).

• Expanded Razer’s PH team from 3 to 500 FTEs across multiple sites.

Key Skills and Tools

• Operations Leadership (Global & Remote Teams)

• Process Design & Optimization

• Customer Service & Support (CSAT, SLA management)

• Workforce Management & Data Analytics

• Hiring & Global Payroll

• CRM: Salesforce Lightning, Oracle

• Project Management: Six Sigma basics, PMP (PMBOK 6)

• Platforms: Google Workspace, EOS Systems

• People Leadership: Team Development & Retention

Key Metrics and Analysis
Metrics Used:

• Idle Time (target <30%, optimal <20%)

• CSAT (target 90–92.5%, achieved 95% peak)

• Referral Program KPIs (quarterly targets for virtual staff)

• Attendance & Incident Reports
  Monitoring Tools:

• Salesforce Lightning

• Time Tracking Tools (for remote productivity)

• HRIS & Payroll Systems

Motivational Fit
Looking For:

• Role with operational ownership and growth opportunities, ideally with a flexible schedule to allow more family time.

• Open to Chief of Staff or senior operational roles bridging strategy and execution.
  Current Rate: 35K usd per annum
  Asking Rate: 40-45K usd per annum
  Availability: 30-day notice (assuming standard PH requirement).

Red Flags

• No immediate red flags; strong tenure at prior companies and clear upward career trajectory.

• Transparent about looking for more flexibility due to family priorities—important to confirm if long-term commitment aligns with client’s needs.

Assessment of Suitability for the Role
Gabriel presents as a highly experienced operations leader with a proven record of scaling teams, optimizing processes, and driving high-impact KPIs across global teams. His background in both BPO and startup environments, particularly in customer service, virtual staffing, and healthcare support, demonstrates versatility and leadership maturity. He appears highly suitable for roles requiring operational oversight, team development, and process improvement, with particular strength in remote team management. His proactive mindset, problem-solving ability, and long-term vision also align well with leadership or Chief of Staff-type roles.