Jeenem D.
Senior Travel & Hospitality Operations Manager
Open to offersNew to PlatformAbout
Jeenem D., an accomplished Operations Leader in the Travel and Hospitality industry, commands an impressive 18-year tenure within the BPO sector. With a robust skill set in managing Sales and Customer Service operations, Jeenem has consistently driven revenue growth and streamlined workflows, leading high-performing teams to exceed their targets. In their role as Assistant Contact Center Manager at Teleperformance Philippines, Jeenem managed 120 FTEs, spearheading key initiatives that ensured alignment with global service standards and operational excellence through initiatives like Six Sigma projects. Previously, Jeenem honed their skills as a CSAT Supervisor, meticulously analyzing root causes of dissatisfaction to improve customer satisfaction scores. Their career foundation was built through roles such as Administrative Assistant and Call Center Agent, where they developed expertise in data entry, correspondence management, and customer interaction. Jeenem holds a Diploma in Computer Technology from ICCT Colleges.
Experience
Assistant Contact Center Manager
Teleperformance Philippines · 2022 — 2025Led an account with 120 FTE, focusing on Customer Service and Sales operations. Supervised daily functions, including team performance and service delivery while communicating with clients. Initiated Outbound LOB and implemented a Six Sigma project to enhance KPIs and operational excellence.CSAT Supervisor
Teleperformance Philippines · 2021 — 2022Managed the account's CSAT performance and conducted root cause analysis to identify customer dissatisfaction. Collaborated with Operations Managers and Team Leaders to implement effective action plans for improving CSAT scores.Operations Supervisor
Teleperformance Philippines · 2019 — 2021Oversaw team performance, providing coaching and support to help meet or exceed KPIs. Engaged with outlier agents and promoted alignment within the team through ongoing communication of goals and quality standards.Customer Service Representative
Teleperformance Philippines · 2014 — 2019Handled customer inquiries regarding services, fostering brand confidence. Managed reservations and offered additional services, consistently meeting or exceeding performance metrics.Management Trainee
Digiphoto Entertainment Imaging - Singapore · 2012 — 2013Ensured daily, weekly, and monthly sales targets were met. Assisted guests from various countries with their inquiries and required inventory and stock management to be prepared daily.Call Center Agent / Officer-in-Charge
PCCW Teleservices · 2008 — 2012Addressed and resolved customer complaints and concerns via a messaging platform. Logged chat transcripts and customer interactions into a database. Took on Officer-in-Charge responsibilities during the Team Leader's absence, managing escalated complaints.Administrative Assistant
Teleperformance Philippines · 2005 — 2008Performed data entry and prepared documents while managing email correspondence and scheduling calendars. Provided customer service and basic accounting support.
Skills & Expertise
Education
- Diploma in Computer TechnologyICCT Colleges - Cainta · — — 2005
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