Rowena Cotin

Background

About Rowena Cotin

With 20 years of experience in operations management, I am a seasoned leader with expertise in business process outsourcing (BPO), auto finance, personal loans, transportation agencies, and banking. My career spans diverse industries, where I have led large-scale teams, optimized business processes, and driven operational efficiency through strategic planning and data-driven decision-making. As the Head of Operations for a BPO company, I currently oversee 200 employees servicing the healthcare industry across all 50 states. I lead strategic initiatives in process management, workforce optimization, compliance, and client satisfaction, ensuring seamless service delivery and operational excellence. My role involves developing scalable processes, driving continuous improvement, and implementing quality control measures to support the dynamic needs of the healthcare sector. Previously, as the Regional Operations Manager for the U.S. West region at a leading EV company, I oversaw vehicle registration operations, led process improvement initiatives, and managed multi-functional teams supporting U.S. and select international delivery locations. I successfully developed and implemented KPIs, streamlined workflows, and enhanced regulatory compliance, resulting in greater efficiency, cost savings, and improved customer satisfaction. I also led change management efforts, developed training programs, and coached high-performing teams, ensuring operational excellence and continuous improvement. With Lean Six Sigma and TQPM (Total Quality Process Management) certifications, I specialize in process optimization, risk management, and people development to drive scalability, compliance, and business growth. My passion for innovation, change management, and operational transformation continues to fuel my commitment to building strong teams and delivering lasting business impact.