Operations Team Lead

Verified

$8/hr

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Outline

Looking for Full-Time work (10 hours/day) at $8/hour

Associate Degree

English proficiency Conversational

Professional Summary

Results-driven and adaptable professional with over 9 years of experience in the BPO industry, specializing in operations management, team leadership, customer service, technical support, and sales. Experienced in leading and coaching teams, monitoring KPIs, improving customer satisfaction, managing escalations, and implementing process improvements to achieve business objectives. Successfully improved CSAT from 75% to 83% within one month through targeted coaching and performance management. Proficient in CRM platforms, ticketing systems, and digital collaboration tools. A proactive problem-solver with strong communication, analytical, and leadership skills, committed to delivering exceptional customer experiences, optimizing operational efficiency, and supporting business growth. Adaptable to fast-paced environments and well-equipped to thrive in both remote and onsite work settings.

Skills & Experience

Skills

Operations Team Leader 5-10 Years

Data & Reports 5-10 Years

Ticketing System 5-10 Years

Team Leadership 5-10 Years

Communication 5-10 Years

Process improvement 5-10 Years

DATA ANALYTICS 2-5 Years

- Customer Service 5-10 Years

Training and Coaching 5-10 Years

Customer Support > Chat Support >Technical Support 1-2 Years

Performance Management 5-10 Years

Cross-functional coordination 5-10 Years

Customer Support > Active Listening >ESL Tutoring> Chat Support>Email Support>Empathy>Technical Skills>Problem Solving 5-10 Years

Customer Service>Sales 2-5 Years

Human Resources > HR Management > Administrative Works > Operations Management 5-10 Years

Experience highlights

Operations Team Lead

TELUS Digital · December/2019 – Present

Managed daily operations and led high-performing teams to exceed KPI targets. Implemented continuous improvement initiatives, streamlined workflows, and fostered team development through coaching and training programs.

Customer Representative

Telus International Phils · December/2019 – Present

Handled customer service across multiple accounts: Hertz (vehicle rental), Solutran (order processing), BIRD (scooter support), Europcar (vehicle rental), TransUnion (credit reports). Received Sales VAS Xpert Award and Finest Bird of the Year (QA).

Technical Support

VXI · March/2019 – Present

Provided technical troubleshooting for TV, Voice, Home Security, and Internet services. Assisted with billing inquiries and performed upselling of channels and service upgrades for Xfinity customers.

Sales Representative

BPO Sovereign Solutions · July/2018 – Present

Promoted timeshare products and convinced customers to attend sales presentations. Processed hotel reservations and electronic payment processing with customer personal and credit card information.

Relationship Manager

Alorica Phils · October/2017 – Present

Assisted credit card customers with replacements, blocking, disputes, fraud handling, payment processing, balance transfers, and personal information updates. Managed customer service for billing and card-related inquiries.

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