Jan R.
Senior Operations Team Leader
Open to offersNew to PlatformAbout
Jan R. S. is a seasoned Operations Team Leader and Customer Support Professional with over 13 years of experience in the call center industry. He has a strong record of managing voice and chat teams, notably excelling in quality assurance and driving performance for high-profile clients such as Intuit QuickBooks. Jan is adept in performance coaching and technical troubleshooting, and his expertise spans across customer retention strategies, sales, and technical support. He has leveraged his skills in hospitality management to hone client relations and team mentorship. Throughout his career, Jan has demonstrated exceptional leadership as a team leader at Concentrix CVG Philippines, where he led teams to surpass operational targets and maintain high QA standards. His previous roles include Technical Support Associate II and Outbound Sales for Intuit ProPremier QuickBooks, where he was recognized as a top agent multiple times, and Sales Associate II at Vonage, where he excelled in customer retention. Jan holds a Bachelor of Science in Hospitality Management from La Consolacion College in Bacolod. Fluent in English and Filipino, he remains a valuable asset in the sectors of software support and client management.
Experience
Operations Team Leader – Intuit ProPremier QuickBooks
CONCENTRIX CVG PHILIPPINES, INC. · 2019 — 2025Guided and inspired a team of customer service and support agents across Chat and Voice channels. Conducted coaching sessions to identify performance gaps, providing actionable feedback and developing improvement plans to achieve operational goals. Executed regular call monitoring, chat transcript reviews, and maintained Quality Assurance (QA) standards while managing customer escalations and ensuring compliance with call/chat procedures.Technical Support Associate II / Outbound Sales – Intuit ProPremier QuickBooks
CONCENTRIX CVG PHILIPPINES, INC. · 2016 — 2019Delivered comprehensive technical support for Intuit QuickBooks addressing subscription, billing, installation, activation, and software error issues. Showcased product features to assist customers in selecting suitable solutions, which contributed to outbound sales and product upgrades. Provided training and guidance to new team members on product knowledge and sales techniques, maintaining thorough documentation of customer interactions and market insights.Sales Associate II / Retention Officer – Vonage Save Desk (VoIP Service)
null · 2012 — 2016Implemented customer retention strategies for at-risk accounts, addressing complex complaints and negotiating contract renewals with authorized discounts. Managed order processing, prepared client correspondence, and worked to enhance customer satisfaction for account retention.On-the-Job Trainee
CROWN REGENCY HOTEL AND TOWERS · 2011 — 2011Served as Reservation Officer handling incoming phone traffic, processing guest bookings, and tracking guest issues along with lost and found items. In the Sales & Marketing role, conducted market research and SWOT analyses, managed sales follow-ups, and aided in event coordination and record-keeping. As a Food & Beverage Waiter/Housekeeper, provided customer service in dining areas, ensured cleanliness in guest rooms, and reported maintenance needs.
Skills & Expertise
Education
- Bachelor of Science in Hospitality ManagementLa Consolacion College - Bacolod · 2008 — 2012
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