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glenn E. — Mid-Level IT Back Office Operations Team Leader from Philippines

glenn E.

Mid-Level IT Back Office Operations Team Leader

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

Glenn E. is a dedicated professional with more than a decade of experience in back-office operations, customer support, and team leadership within the IT and BPO sectors. He has a proven track record of training seasonal staff and specializes in digital product support and managing back-office functions. Currently serving as the PSBO Team Leader at Wipro in Cebu City since October 2022, he spearheads daily operations, ensuring efficient workflows and adherence to service level agreements. Previously, he worked as a Primary Support Back Office Agent, Amazon E-mail Specialist, and Best Buy Gift Card Freeze Specialist, where he developed strong skills in issue resolution and quality customer communication. His career began at Wipro, progressing through various roles that emphasized his capability to address client inquiries and maintain service standards. Glenn holds a First Line Management Assessment certification, reflecting his commitment to operational excellence.

Experience

  • PSBO (Primary Support Back Office) Team Leader

    Wipro · 2022 — Present
    Led daily operations for the Primary Support Back Office team by ensuring efficient workflow and compliance with service level agreements. Fostered a collaborative atmosphere through mentoring and guidance of team members. Handled issue resolution, escalating complex problems as required. Contributed to team strategy development to improve customer support.

  • PSBO (Primary Support Back Office) Agent

    Wipro · 2022 — 2022
    Provided extensive support for back-office operations, efficiently addressing client inquiries and resolving issues. Handled a large volume of support tickets while ensuring service accuracy and quality. Worked with colleagues to identify trends and recommend process enhancements, adhering to company policies in all engagements.

  • Amazon E-mail specialist

    Wipro · 2020 — 2022
    Managed customer issues through email for Amazon, focusing on ensuring customer satisfaction. Addressed various inquiries concerning orders, returns, and account management. Maintained detailed records of interactions, while strictly adhering to communication guidelines and service standards.

  • Subject Matter Expert for General Back Office and Digital Download products

    Wipro · 2014 — 2015
    Provided expert support on general back office operations and digital download product inquiries, acting as a resource for agents to resolve complex issues while sharing best practices. Analyzed operational data to pinpoint areas for process improvement and assisted in developing knowledge base articles and training documentation.

  • Digital Download Specialist

    Wipro · 2013 — 2014
    Handled dedicated support for digital download products, assisting customers with both purchases and technical challenges. Troubleshot delivery and access issues, ensuring a seamless customer experience during transactions. Documented common problems and their resolutions.

  • General Back Office Agent

    Wipro · 2012 — 2013
    Executed various general back office tasks including data entry, processing, and administrative support while managing inbound requests efficiently. Ensured timely completion of assigned duties and maintained accurate records and documentation, supporting different operational functions as required.

  • Best Buy Gift Card Freeze specialist

    Wipro
    Processed requests for Best Buy gift card freezes by ensuring security and accuracy. Investigated discrepancies and resolved issues associated with gift card transactions while providing specialized support for related inquiries. Developed procedures aimed at preventing fraudulent activities.

  • Seasonal Process Trainer

    Wipro
    Created and delivered training programs for seasonal employees, emphasizing operational processes and client-specific protocols. Aided in the onboarding of new hires and assessed trainee performance to provide constructive feedback. Participated in enhancing training materials continuously.

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