I am a dedicated and performance-driven professional with over 10 years of experience in the BPO industry, specializing in customer service, retention, and team leadership. I have a proven ability to manage teams, drive performance through coaching and analytics, and deliver exceptional client support.
12
Skills
$15
Per Hour
Lead / Principal
Experience
1mo
On Platform
I am a dedicated and performance-driven professional with over 10 years of experience in the BPO industry, specializing in customer service, retention, and team leadership. I have a proven ability to manage teams, drive performance through coaching and analytics, and deliver exceptional client support.
Location
Antipolo, Philippines
Experience
Lead / Principal
Rate
$15/hr
Status
Available for Work
Member since
May 31, 2026
VA Team Leader / Operations Manager
SMA Support Services
September 2023 – Present
Leading and managing a team of virtual assistants supporting U.S.-based roofing and construction businesses. Overseeing day-to-day operations, task delegation, and performance reviews.
Team Leader
TaskUs
September 2021 – September 2022
Led a team of customer service agents, conducted coaching sessions, monitored KPIs, and implemented performance improvement strategies.
Team Leader
Quantrics Enterprises
May 2018 – September 2021
Mentored and guided agents to meet and exceed performance benchmarks, acted as ABAY TL for new hire training.
Technical/Customer Care Associate
STARTEK
January 2017 – June 2017
Assisted customers with inquiries on TV/Internet/Home Phone services and billing concerns.
Customer Retentions Specialist / Apple Eligibility Advisor
Concentrix
2014 – 2017
Handled service cancellation requests and retained customers through effective communication.
Technical Support Representative
Transcom Asia
December 2012 – December 2013
Resolved technical issues for internet and phone services and promoted additional services.
Bachelor's Degree in Secondary Education
University of Rizal System
High School Diploma
Antipolo National High School
Elementary Diploma
Juan Sumulong Elementary School
Multiple 'Top Performer' and 'Leadership' awards across various roles. Recognized as Point of Contact (POC) in several teams. Ranked in multiple inter-campus academic quiz bees during academic years. President of Future Mentor’s Society for 2 terms.
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