Pia Theresa Gutierrez
About Pia Theresa Gutierrez
Pia Theresa Gutierrez serves as the Vice President for Operations Customer Service and Support at Thomson Reuters, where she manages customer support functions for 40 million customers globally. With over 15 years of experience in customer relationship management, she has held various leadership roles in prominent companies, including Netflix and Reed Elsevier Philippines.
Current Role at Thomson Reuters
Pia Theresa Gutierrez serves as the Vice President for Operations Customer Service and Support at Thomson Reuters. In this role, she manages customer support enablement functions that serve 40 million customers across 100 countries. Since joining the company in 2021, she has focused on driving innovation and growth while emphasizing operational excellence and customer satisfaction.
Previous Experience in Customer Service Operations
Prior to her current position, Pia held several significant roles in customer service operations. She worked at Netflix as the Regional Customer Experience Manager from 2018 to 2021. Before that, she was the Business Excellence Director at TDCX for one year, and the Director of Operations at Reed Elsevier Philippines from 2015 to 2017. Her experience includes managing operations and enhancing customer service across various industries.
Expertise in Customer Relationship Management
Pia possesses over 15 years of experience in customer relationship management and process improvement. She specializes in harmonizing assisted and unassisted channel experiences to enhance customer service. Her background includes roles at Ingram Micro, where she served as MSSC Senior Manager focusing on Quality, Productivity, and Analysis, as well as Operations Manager.
Educational Background
Pia studied at the University of the Philippines, where she earned a Bachelor of Science in Film and Audiovisual Communication from 2001 to 2007. She is currently pursuing a Master's degree in Business Administration and Management at the Ateneo Graduate School of Business, which she began in 2021. Additionally, she achieved a Six Sigma Black Belt in Business Process Improvement in 2011.
Achievements in Operations Management
Throughout her career, Pia has demonstrated a commitment to operational excellence and customer satisfaction. She has successfully managed various teams and initiatives aimed at improving customer service delivery. Her leadership roles have involved overseeing significant projects that enhance productivity and quality within customer service operations.