Executive Assistant | Team Leader | Customer Support Professional
Rizal
Operations and customer experience professional with 5+ years of experience across BPO, fraud analysis, e-commerce support, travel support, and team leadership. Currently leading a team of 20 agents in content moderation while managing performance reporting, coaching, escalations, and workflow coordination. Skilled in Google Workspace, CRM systems, data analysis, and AI-powered productivity tools. Proven ability to manage high-volume operations, maintain 90%+ quality standards, and support cross-functional communication in fast-paced environments.
TaskUS, full_time
Jun 2022 to Present
• Coordinated schedules, attendance, and workforce updates for a team of 20 while ensuring operational continuity. • Prepared daily, weekly, and monthly operational reports for leadership covering productivity, attendance, quality, and performance metrics. • Managed escalated cases and coordinated communication between Operations, Workforce Management, and Quality teams. • Organized coaching sessions, performance reviews, and team meetings while maintaining accurate documentation. • Maintained confidential employee performance records and operational reports. • Collaborated across departments to ensure deadlines, staffing requirements, and operational priorities were met.
TDCX, full_time
Oct 2021 to Apr 2022
• Delivered blended support and managed customer communications through email, chat, and voice while documenting all interactions within CRM systems. • Coordinated issue resolution with multiple departments to ensure timely customer outcomes. • Maintained accurate case records and supported high-volume workflow management while consistently exceeding quality targets (voice, chat, email) for Airbnb users handling 15–25 cases daily.
Teletech, full_time
Jan 2021 to Oct 2021
• Handled 30–50 daily e-commerce customer inquiries via voice support covering orders, returns, and deliveries. • Achieved 90% CSAT and 95% NPS while maintaining consistent service quality. • Maintained 100% attendance record, demonstrating reliability in high-volume operations. • Managed escalated customer concerns and coordinated resolutions with internal departments. • Recognized as Top Overtime Incentive Qualifier for consistent performance and reliability.
Teleperformance, contract
Aug 2020 to Dec 2020
• Reviewed 30+ fraud and chargeback cases per hour, analyzing transaction behavior and card activity. • Maintained 95% accuracy in fraud decisions through strict compliance and data validation. • Investigated financial disputes and ensured accurate resolution of chargeback cases (0 errors). • Documented case findings for audit compliance and operational reporting. • Applied high attention to detail in a fast-paced financial review environment.
McDonald's Philippines (Golden Arches Development Corporation), full_time
Dec 2018 to Aug 2020
• Supervised and coordinated 30 crew members to ensure smooth daily store operations. • Conducted coaching sessions to improve service standards and team performance. • Managed execution of in-store marketing campaigns and promotional rollouts. • Coordinated with external partners for bulk orders and promotional outreach activities. • Recognized as Best Guest Experience Leader for outstanding monthly performance.