Emmanuel J.
Mid-Level BPO Supervisor
Open to offersNew to PlatformAbout
Emmanuel J. is a seasoned professional in the Business Process Outsourcing industry, possessing over a decade of experience in the Philippines. With a Bachelor's degree in Physical Therapy, Emmanuel has successfully harnessed his skills in various capacities, including his tenure as Supervisor at Expert Global Solutions - Alorica. There, he led teams, honed technical support strategies, and managed performance through meticulous assessment and mentoring, specifically handling the SXM account. His expertise extends to customer service roles at Convergys Corporation and ePerformax, where he managed Directv and Verizon Wireless accounts, providing exceptional problem resolution and service improvement. Emmanuel’s technical acumen is further showcased through his level 2 technical support role with DOCOMO InterTouch Pte. Ltd., dealing with High-Speed Internet Access requests. Recognized for his excellence with awards, such as Best Technical Support and Best Agent of the Month, he is committed to quality and has a proven record in team leadership, conflict resolution, and data management.
Experience
Supervisor
Expert Global Solutions - Alorica · 2014 — 2018Managed the SXM Account. Provided team leadership through hiring, training, mentoring, scheduling, and motivating agents. Oversaw performance management by monitoring calls/interactions, assessing metrics such as AHT, CSAT, and FCR, offering feedback, and executing improvement plans. Ensured adherence to SLA/KPI standards, managed attendance, and addressed real-time escalations. Maintained quality standards by ensuring policy compliance and collaborating with QA/Training teams. Compiled performance reports, analyzed data, and identified trends for management review. Resolved intricate customer complaints and internal team conflicts.Customer Service Representative
Convergys Corporation · 2012 — 2013Handled the Directv Account. Addressed customer inquiries through phone, email, or chat. Diagnosed issues and provided troubleshooting to deliver effective solutions. Managed information by accurately logging all customer interactions within a CRM system. Maintained comprehensive knowledge of products and services to ensure accurate information delivery. Processed orders, forms, applications, and billing, and transferred complex issues to the relevant departments.Technical Support Representative - Level 2
DOCOMO InterTouch Pte. Ltd. · 2008 — 2012Handled service requests and inquiries regarding High-Speed Internet Access (HSIA). Engaged with customers by addressing technical inquiries through inbound calls/messages and resolving issues related to products and services. Conducted troubleshooting by diagnosing problems, guiding users, researching solutions, and providing instructions. Documented troubleshooting steps, resolutions, and customer interactions accurately. Escalated complex issues to higher-level support when necessary. Contributed to service improvement by developing training materials and enhancing customer reference documents. Optionally upsold related products or services during calls.Customer Service Representative
ePerformax · 2006 — 2007Managed the Verizon Wireless Account - Directory Assistance. Responded to customer inquiries via phone, email, or chat. Diagnosed issues and provided troubleshooting to offer effective solutions. Logged all customer interactions accurately in a CRM system. Maintained in-depth product knowledge to deliver precise information. Processed orders, forms, applications, and billing, and escalated intricate issues to the appropriate departments.
Skills & Expertise
Education
- Bachelor of Science in Physical TherapyManila Sanitarium Medical School · 2000 — 2005
- High School DiplomaZamboanga del Sur National High School · — — 1994
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