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Christian J. — Senior Operations Supervisor from Philippines

Christian J.

Senior Operations Supervisor

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

Christian J. is an adept Operations Supervisor with over seven years of experience specializing in call center operations, technical support, and customer engagement, based in Cagayan De Oro City, Philippines. He currently oversees daily operations at Concentrix Corporation, ensuring compliance with service level agreements (SLAs) and quality standards. With a strong foundation in handling escalated customer interactions, Christian provides leadership through team coordination and regular performance reviews. His background as a Sr. Subject Matter Expert showcases his expertise in advanced technical support and structured troubleshooting. Equipped with certifications in Six Sigma and AI technologies, he actively engages in process improvement and quality assurance initiatives. Christian J. utilizes tools such as Salesforce, Oracle, and JIRA to enhance customer service delivery and operational management. Passionate about fostering user trust and creating inclusive customer experiences, he effectively translates complex technical issues into user-friendly solutions. Academic credentials include a Bachelor of Science in Criminology from St. Michael’s College.

Experience

  • Operations Supervisor

    Concentrix Corporation · 2023 — 2026
    Manage daily call center operations while ensuring compliance with service level agreements (SLAs) and quality standards. Utilize data analysis and reporting tools to monitor team performance and identify improvement areas. Conduct coaching sessions, team meetings, and performance reviews to enhance overall effectiveness. Address complex customer interactions and manage disciplinary actions as necessary. Uphold team adherence to company policies and procedures.

  • Sr. Subject Matter Expert – (Operations)

    Company not specified · 2022 — 2023
    Offer advanced technical support via calls, chat, and email for issues related to hardware, software, and network. Act as the main escalation point for internal support teams and resolve high-complexity cases through troubleshooting and root-cause analysis. Contribute to quality improvement initiatives and mentor junior staff.

  • Advisor II – Level 2 Escalation Team (Operations)

    Company not specified · 2020 — 2022
    Provide advanced technical assistance for escalated customer issues through various support channels. Ensure accurate documentation and timely follow-ups leading to resolution. Achieve high customer satisfaction scores while meeting productivity expectations.

  • Advisor I – Resolution / Level 2 Escalation Team (Operations)

    Company not specified · 2020 — 2020
    Manage intricate customer cases that require detailed analysis and technical knowledge. Collaborate with back-office and repair teams to facilitate effective issue resolution.

  • Advisor I – Systems Technical Support Representative (Operations)

    Company not specified · 2018 — 2020
    Deliver technical support and troubleshooting for system-related issues. Provide professional assistance via email and voice while adhering to quality benchmarks.

  • Administrative Officer

    Samann Investments · 2018 — 2018
    Oversee office equipment, inventory, and supply procurement. Maintain financial, personnel, and confidential records. Prepare reports and presentations, managing both internal and external correspondence.

  • Advisor I – Client Management

    Concentrix Corporation · 2017 — 2018
    Develop and manage content for blogs, websites, and social media. Track engagement metrics and adjust content strategies to enhance visibility. Assist in online client interactions and community management.

  • Safety Officer

    Republic Cement Group · 2016 — 2016
    Create and enforce workplace safety policies and procedures. Conduct site inspections and risk assessments to mitigate accidents. Promote safety awareness among employees and address safety concerns.