gerald T.
Senior Technical Support & Customer Service Operations Manager
Open to offersNew to PlatformLanguages
EnglishTagalog
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About
Ted V. is a seasoned Customer Service and Operations Manager with over 15 years of hands-on leadership across telecommunications, POS solutions, enterprise IT, manufacturing, audiobook platforms, and retail marketing. At Goodtel Communications, he has driven service transformation for global technical support and QA teams, delivering measurable gains in CSAT improvement, SLA compliance, and process automation. Previous tenures at ANTlabs and Smartpetro Inc. involved 24/7 service desk oversight, team development, and the introduction of data-driven performance management strategies. Ted’s project execution includes deploying real-time dashboards, standardizing escalation workflows, and launching a paperless QA system. Certified in Six Sigma and risk management, he has a track record of elevating customer experience, reducing operational costs, and ensuring business continuity while aligning with regulatory standards and executive vision.
Experience
Operations Manager - Support Department
Goodtel Communications Pty Ltd · 2025 — PresentManage operations for Technical Support, Customer Service, and QA teams, ensuring global service delivery and operational excellence. Implemented data-driven process improvements and executed coaching strategies to elevate CSAT and FCR. Developed a real-time Pending Ticket Dashboard to reduce backlog and enhance SLA compliance. Introduced automation and self-service features, resulting in increased customer self-resolution and lower inbound inquiries. Maintained billing accuracy while reducing service errors through QA analytics and process control. Created KPI dashboards for operational visibility and aligned customer experience objectives with executive leadership.Customer Service Manager – Global Enterprise Solution
ANTlabs · 2023 — 2025Directed 24/7 Service Desk operations, ensuring SLA compliance and efficient incident resolution for global enterprise clients. Enhanced CSAT by analyzing feedback and managing cases proactively. Formulated customer relationship strategies that promoted retention and expanded partnerships. Revamped QA and performance evaluation approaches, achieving improvements in service consistency and accountability. Integrated automation and data-driven reporting to enhance team efficiency and reduce manual tasks.Operations Manager - POS Solution Support
Smartpetro Inc. · 2019 — 2023Supervised helpdesk agents and field technicians, focusing on scheduling, coaching, and KPI assessments. Orchestrated customer care hotline activities for both voice and non-voice support. Developed policies and addressed incident reports while attending client meetings to communicate updates on the Point-of-Sale system. Worked collaboratively with other departments to address issues and discuss initiatives. Generated various performance reports for client reviews and liaised with company executives on operational matters.Operations Supervisor – Retail Channel Support
Diversify Offshore Staffing Solutions · 2016 — 2019Led quality development for team members, enhancing client relationships and service quality. Ensured effective training sessions exceeded minimum standards to drive success and meet departmental goals. Managed time effectively to meet deadlines and conducted regular performance coaching and appraisals.Team Leader – Enterprise Business Solution
Convergys Malaysia Inc. · 2014 — 2016Facilitated quality team member development, focusing on service quality and timely issue resolution. Delivered effective training to surpass standards, ensuring business success. Utilized time management skills to meet stringent deadlines and conducted regular coaching and performance evaluations.Operations Officer – Stationery Business Support
Staff Virtual · 2013 — 2014Updated standard operating procedures based on feedback from stakeholders and employees. Provided high-quality customer care that promoted loyalty and increased sales. Established strong relationships with clients, vendors, and internal teams through effective communication.Operations Supervisor – Audiobook Platform Support
Harte-Hanks Manila · 2012 — 2013Oversaw Tier 2 and Escalation teams, ensuring that complex customer issues were resolved promptly. Collaborated with Tier 3 teams for service restoration involving fix development, testing, and implementation. Encouraged team member productivity and maintained high service standards through training.Operations Supervisor - Telco US and Australia Support
Teletech Customer Care Phil. Inc · 2009 — 2012Directed daily operations while facilitating strategic meetings to align team performance. Conducted reviews and evaluations to uncover opportunities for improvement. Set clear operational goals and standards to ensure consistent achievement of service targets.Technical Support Representative I & II
Teletech Customer Care Phil. Inc · 2007 — 2009Assisted in addressing customer inquiries and technical issues in collaboration with supervisors. Helped customers identify problems and explained solutions to restore functionalities. Provided support for new hires and helped manage DSL technical support needs.Customer Service Representative – Retail Marketing
Globe Telecom · 2004 — 2007Delivered primary customer support to both internal and external customers. Offered assistance tailored to customer needs while managing a high volume of calls with limited wait times. Implemented forward-thinking strategies to maintain customer satisfaction and utilized persuasive techniques for lead conversion.IT Staff – Manufacturing House Fixtures
SCAD Services (S) Pte. Ltd. · 2004 — 2004Assessed data requirements across company divisions and defined system requirements for enhancements. Engaged in creating UML diagrams for proposed systems and trained staff on new enterprise applications and system infrastructures.
Skills & Expertise
Education
- Bachelor of Science: Information TechnologySan Sebastian College - Recoletos - Cavite City