Vanessa Cortez

Vanessa Cortez is currently a Senior Team Manager in Customer Operations at Evoke (888|William Hill), where they manage Subject Matter Experts and handle various customer service escalations, including vulnerable contacts. With 16 years of experience in the BPO industry, Vanessa has developed extensive knowledge in customer service, sales, and people management across sectors such as Telecom, Travel, and Gaming. Prior to this role, they served as a Customer Service Team Manager at William Hill, where they oversaw team performance, conducted coaching sessions, and supported operational needs. Vanessa's career began as a Customer Service Representative, progressively advancing through various roles that showcased their ability to handle complex customer interactions and improve processes. They are currently pursuing their education at the University of Luzon.