Strategic operator with 15+ years across workforce management, real-time analytics, business continuity, reporting, training, and multi-site operations. Known for translating fragmented signals into practical decisions, stronger service performance, and systems that work for both people and technology.
Current Leadership & Innovation
Founder & Systems Infrastructure / Design Architect
ViTechnologies Intelligence Solutions - Vietnam
2026 - Present
Lead the architecture of ViTech Intelligence, an enterprise-focused portfolio spanning business intelligence, operational systems, workforce analytics, CRM/ERP enablement, and practical AI adoption.
Design Halibut OS as an operational intelligence layer that converts business events and signals into structured decisions, coordinated action, and reusable organizational knowledge.
Translate business workflows into product requirements, governance controls, data structures, and phased implementation plans across cloud, edge, identity, and multi-tenant systems.
Guide AI-assisted development through source-separated product architecture, human validation, quality controls, and cost-conscious multi-model collaboration.
Director / Country Operations Leader
U.S.-based Insurance Services & Remote Operations
2020 - 2023
Directed distributed operations, workforce performance, training governance, client relationships, and service delivery for U.S.-focused programs.
Built operating routines that connected staffing, quality, productivity, reporting, coaching, and business continuity rather than treating them as separate functions.
Monitored performance across levels, scheduled training interventions, strengthened leadership visibility, and adapted operating strategy to regional conditions.
Business Owner & Operations Lead
LaBelle Solution Services Corp
2020 - 2024
Built and managed a remote services operation supporting 40+ people at peak, including agent onboarding, workforce coordination, operational support, and client-facing delivery.
Integrated workforce, telephony/IT onboarding, training, English support, and administrative processes into a practical operating model.
Maintained business continuity and team stability through rapid shifts in demand and remote-work conditions.
Signature Capabilities
Operational diagnosis Maps workflow reality, identifies decision delays and signal gaps, then recommends the smallest practical improvement before technology is added.
Human + AI coordination Uses AI as a structured collaborator while preserving accountable human judgment, context, product identity, and implementation control.
Career Experience
Workforce Management - Analytics - Training - Operations
isha@vitechintelligence.com +84 909 695 843
Workforce Management Assistant to Vice President
iQor
Sep 2015 - Jun 2019
Managed real-time queues, scheduling activities, intraday reporting, and analysis of operational trends across high-volume service environments.
Established reporting standards and operating procedures; ensured accurate and timely KPI visibility for operations and leadership.
Partnered with operations teams to protect client metrics, improve staffing responses, and convert performance patterns into immediate action plans.
Achievement: supported the launch of Teleopti for a major telecom program across multiple sites and created a model weekly operational performance presentation used by stakeholders.
Achievement: developed and improved reporting templates adopted by workforce and operations teams; served as point of contact for analyst support.
Reports Analyst
West Corporation
Jan 2014 - Sep 2015
Owned client and internal reporting, data analysis, documentation, and recurring performance outputs in a fast-paced operations environment.
Coordinated with payroll, operations, and support departments to streamline reporting requirements and improve data consistency.
Balanced simultaneous deadlines while maintaining accuracy, traceability, and clear communication to operational stakeholders.
Lead Workforce Scheduler
Aegis PeopleSupport
Nov 2010 - Dec 2013
Led attendance, adherence, leave, time-record, utilization, scheduling, and shrinkage-management activities supporting operational service goals.
Developed workforce specialists and built productive working relationships with managers and supervisors.
Drove real-time and scheduling strategies using forecast comparisons, skilling decisions, absenteeism analysis, and operational performance measures.
Provided statistical insight into service level, efficiency, call handling, staffing risks, unique behaviors, and performance drivers.
Program Administrator / Workforce Management Analyst
Aegis PeopleSupport
Jul 2009 - Nov 2010
Produced operational reports and complex data analysis while supporting real-time queue management, schedule adherence, and service-level protection.
Collaborated with operations leaders on immediate staffing and performance actions, including short-staffing response plans.
Recognized for work volume, accuracy, learning agility, service commitment, and quality of support to management and clients.
Customer Service Representative / Peer Trainer
Sutherland
Apr 2007 - Jun 2009
Facilitated training classes, coordinated account updates with operations, and supported faster ramp-up for newly hired staff.
Created engaging PowerPoint learning materials and coached peers in customer service, sales support, communication, and account knowledge.
Teaching & Facilitation
Part-Time English & Values Teacher Miyesha Children for Christ Academy, 2014-2019
Taught kindergarten through Grade 3 learners; adapted lessons for age, confidence, communication, and practical understanding.
B.S. Secondary Education University of Santo Tomas, 2006
Professional Focus
Workforce analytics
Operational intelligence
Service-level governance
AI collaboration systems
Business continuity
Leadership dashboards
Training design
Process improvement
Career positioning: Leadership, advisory, systems design, workforce intelligence, business analytics, operational transformation, AI-enabled workflow, and cross-functional programs.