Experienced Team Lead
Philippines
My years of experience in leading, coaching, and people management has help the organizations I worked with maintain high operational standards. People management skills have made those under my supervision perform with high productivity and good working environment where people want to grow within the organization
Burstfireguns, freelance
Dec 2025 to Feb 2026
General Virtual Assistant. I was responsible for email contreapondence, customer service, marketing, e-commerce order management via Shopify, eBay, Amazon. Did product development and research along with sourcing suppliers. Did 3PL sourcing and helped client secure a fulfilment partner. Also did marketing by content generation using AI tools such as Google Gemini and Canva. Coordinated hiring other freelancers for short projects such as ShotShow conference on generating marketing materials. Assisted with day to day opperations answering technical questions and customer service.
IBEX GLOBAL, full_time
Oct 2023 to Dec 2025
- Led a team of 15–18 technical support specialists handling residential and commercial security system service requests - Ensured consistent achievement of monthly KPIs, SLAs, and quality standards Implemented structured coaching sessions that improved team productivity and service accuracy - Reduced recurring service issues by identifying process gaps and implementing corrective actions - Coordinated closely with field technicians and internal departments to streamline issue resolution
Asurion Philippines, full_time
May 2017 to Feb 2023
- Managed a team of 12–18 appliance support specialists delivering remote troubleshooting services - Improved first-call resolution rates through structured diagnostic workflows - Conducted performance reviews, mentoring, and development planning for team members - Strengthened team culture through engagement initiatives and onboarding improvements - Monitored daily metrics and implemented action plans to maintain performance targets
Verizon Philippines, full_time
Sep 2015 to Mar 2017
- Managed repair ticket coordination and communication between clients and technical teams - Facilitated escalation processes to Tier 4 repair groups - Maintained clear communication with enterprise clients regarding service updates
Capital One Philippines, full_time
Oct 2013 to Sep 2015
- Assisted customers with complex online banking inquiries and issue resolution - Maintained compliance with financial regulations and customer data security standards
HSBC Philippines, full_time
May 2010 to Oct 2013
- Handled customer inquiries related to banking services and account management - Ensured adherence to company policies and service quality standards
Convergys Philippines, full_time
May 2009 to Apr 2010
- Provided support for AT&T mobile customers - Delivered high-quality service in a fast-paced contact center environment
Advanced Contact Solutions, full_time
Sep 2006 to Apr 2009
- Managed travel bookings and customer service support for US Airways clients Handled frequent flier miles program - Acted as Subject Matter Expert and assisted with training new hires