Midel Santos
Director of Value and Property | Operations Excellence Leader | Change Management Advocate | Linkedin
Midel Santos is a seasoned operations executive with over 20 years of progressive leadership experience in the Business Process Outsourcing industry. He combines strategic vision with operational excellence, consistently driving performance improvements while building empowered, high-performing teams that deliver exceptional results.
As Director of Value and Property at Cloudstaff, Midel oversees Business Transformation, Facilities and Site Management Operations, Quality and Compliance and client backend functions for a global remote staffing pioneer recognised for ethical outsourcing and multiple Best BPO in Asia awards. He is passionate about creating frameworks that sustain superb performance while optimising resources and implementing innovative technology solutions that fuel organisational growth.
Prior to his current role, Midel served as Head of Operations at Cloudstaff, where he designed transformative policies, implemented critical technology solutions, and partnered with executive leadership to formulate business strategy. Before that, as Head of Customer Care and Account Management, he revolutionised the customer experience, improved retention and engagement, and mentored teams of Account Managers and Client Engagement Representatives to excel through encouragement and empowerment.
His career foundation was built through progressive leadership roles at Convergys and STARTEK, where he managed account operations with PnL responsibility for teams of up to 300 staff members across technical and customer service campaigns. Recognised as Top Team Leader for three consecutive years (2008-2010), Midel consistently pioneered campaigns that generated profits while driving process improvements impacting the bottom line. He led coaching platform initiatives that achieved over 95% compliance and demonstrated his ability to identify gaps, implement action plans, and exceed performance expectations.
Recognised for his leadership presence, analytical capabilities, and ability to drive change, Midel operates with a strong sense of urgency and applies superior strategic management skills to consistently meet and surpass goals. He champions the belief that operational excellence is achieved through people-oriented leadership, creating environments where teams thrive and organisations evolve.
Beyond his professional achievements, Midel is deeply committed to continuous improvement and staying ahead of industry developments. His approach helps organisations not only optimise current operations but build sustainable frameworks for future success. Midel's journey reflects vision, innovation, and results-driven leadership, establishing him as a trusted and respected voice in the BPO and operations community.
