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Carl M. — Senior BPO Team Leader from Philippines

Carl M.

Senior BPO Team Leader

Philippines 6+ years
Open to offersNew to Platform
Languages
TagalogEnglish
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About

Carl Michael L. is an experienced BPO Team Leader and Content Writer based in Taguig, Metro Manila, Philippines, with over seven years in the BPO industry. He has a proven track record managing high-volume team operations at Cognizant Inc and HCL Technologies, where he ensured SLA compliance and workflow efficiency in fast-paced business process outsourcing environments. Carl Michael L. specializes in data-driven team leadership, coaching, and structured development, driving performance improvement by leveraging KPI management, process optimization, and data analysis. In his content writing role for Upwork, he produces SEO-optimized, research-backed content for digital platforms while maintaining clarity and brand consistency. He holds a Bachelor of Science in Nursing and is a licensed Philippine registered nurse.

Experience

  • CONTENT WRITER

    Upwork · 2022 — Present
    Produced engaging and SEO-optimized content for various platforms, including blogs and social media sites. Conducted thorough research on relevant industry topics to ensure content accuracy. Edited and polished written materials to ensure clarity, consistency, and adherence to brand voice.

  • BPO TEAM LEADER

    Cognizant Inc · 2019 — 2022
    Oversaw daily operations in a busy BPO setting, ensuring effective workflow and compliance with SLAs. Guided and inspired a team to reach performance targets through comprehensive coaching and development strategies. Partnered with operations and support teams to enhance workflow efficiency and quality of service.

  • BPO TEAM LEADER

    HCL Technologies · 2015 — 2019
    Managed the daily activities of a team within a dynamic BPO environment, focusing on SLA adherence and efficiency. Led a team of associates to consistently meet KPIs, including quality, productivity, and service standards. Fostered employee growth through structured coaching, mentoring, and training programs.

Skills & Expertise

Android DeveloperCall CenterCustomer ServiceData AnalystContent CreationContent Writer

Education

  • Bachelor of Science in Nursing
    Liceo de Cagayan University · 2006 — 2010
  • Licensed Philippine Registered Nurse
    Institution not specified

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