Francis O.
Senior Customer Service Manager
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Francis L. is an accomplished Customer Service Manager based in General Trias, Cavite, Philippines, with over 14 years of experience in the contact center industry. Most notably, he spent a decade at Synchrony Bank, deftly managing both retail banking and healthcare portfolios, including for high-profile clients such as TJMaxx and Sam's Club. During his tenure, Francis successfully led teams of 15+ agents, consistently achieving top performance metrics, including a #1 site-wide productivity ranking. He demonstrated impressive capabilities in team coaching, performance management, and KPI monitoring, driving operational excellence while sustaining 95%+ QA audits. Awarded the One Synchrony Leader Award in 2022 and recognized as Employee of the Year in 2019, Francis excels in cross-functional collaboration and aligns team performance with strategic objectives. He holds certifications in Lean Six Sigma and has completed the Experienced Manager Academy, further reinforcing his strategic leadership in fast-paced, regulated environments.
Experience
Customer Service Manager
Synchrony Bank · 2020 — 2026Managed a team of over 20 customer service representatives across two retail banking portfolios, meeting top-quartile performance metrics. Conducted more than 100 coaching sessions in the first half of 2022, resulting in elevated agent QA scores to top-quartile levels while maintaining compliance audits. Worked on action plans and KPI monitoring that led to a #1 productivity ranking from January to June 2022. Ensured 95%+ compliance on QA audits throughout call evaluations and calibration sessions by collaborating with Operations Manager and Team Leads.Virtual Assistant – Email Management
HearInTexas · 2025 — 2025Oversaw a shared inbox with over 50 emails daily for a healthcare clinic, ensuring a response turnaround of under 24 hours for patient inquiries. Drafted HIPAA-compliant communications, successfully maintaining a zero incident rate for compliance issues.Customer Experience Specialist
Synchrony Bank · 2018 — 2020Managed 80-100 customer interactions daily across various credit portfolios in healthcare and retail sectors, achieving top decile CSAT scores for two quarters. Acknowledged as the top Customer Experience Specialist and named Site Employee of the Year in 2019 in a large employee setting. Participated in advanced leadership development tracks due to prolonged high performance, which resulted in a promotion to Customer Service Manager.Customer Service Representative
Synchrony Bank · 2015 — 2018Handled over 80 inbound customer contacts per day, addressing queries regarding account issues, billing, and payments across multiple retail and healthcare portfolios. Consistently achieved quality scores exceeding 92%, surpassing an 85% KPI threshold throughout a 3.5-year period. Initiated process improvements that facilitated a pathway to promotion to Customer Experience Specialist.Customer Service Representative – Provider Services (Aetna)
Hinduja Global Solutions · 2014 — 2015Managed 60-80 inbound provider calls daily, focusing on benefits verification, eligibility checks, and claims status for Dental PPO and DMO plans. Completed necessary certification and retraining for claims processing to ensure transaction accuracy for providers.
Skills & Expertise
Education
- Bachelor of Science in Business Administration – Major in Accountancy & MarketingICCT Colleges · 2010 — 2013
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