Team Lead | Customer Service
Bataan
I am actively looking for a long-term WFH opportunity. I have worked in the BPO industry since 2011 as a Customer Service Representative and Technical Support II. I was promoted as a Team Lead in 2019 handling a blended account (chat, calls and emails). Then, a financial campaign. I had the opportunity to explore outside BPO and be part of a company for a Sustainability Resource Management where I handled two different teams. Some skills I have been exercising are the following: • Excellent communication (written and oral) and interpersonal skills. • Demonstrates the ability to voice concerns with management and executives. • Strong leadership principles. • Ability to adapt to and lead change. • Fosters teamwork and collaboration with peers and the broader leadership team. • Collaborate with other teams and US partners to streamline processes and enhance overall operational effectiveness.
TaskUs, full_time
Aug 2025 to Jun 2026
Lead daily sales operations of an Onboarding Team and ensure team KPI/SLA targets are achieved. Conduct coaching sessions, performance reviews, and development planning. Analyze sales metrics and implement performance improvement strategies. Handle escalations and collaborate with management on operational concerns.
Engie Impact, full_time
Jun 2024 to Aug 2025
Supervised multiple operational processes and team performance for Global Data Management Team and E-Bill Team. Served as SME and escalation point for complex client concerns. Led coaching, employee development, and process improvement initiatives. Partnered with HR and Training to improve employee engagement and quality.
Genpact, full_time
Oct 2022 to Jun 2024
Managed escalations, employee performance, and team operations. Conducted coaching sessions, goal-setting, and staff development. Supported workforce management, hiring recommendations, and process improvements.