Post a Job Free
0 viewsjobseeker
Jeffrey M. — Mid-Level Customer Support and Operations Team Leader from Philippines

Jeffrey M.

Mid-Level Customer Support and Operations Team Leader

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
Video Introduction
No video introduction yet
The candidate has not added a video.
Contact information and social networks are private. Connect to unlock.
Hidden

About

Jeffrey M. is a seasoned Customer Support and Operations Virtual Assistant with an impressive track record in managing BPO teams for both voice and non-voice accounts. With a strong foundation in Customer Support Management, Operations & Workflow Optimization, and Team Leadership, he excels at enhancing response efficiency and improving backend operations. Jeffrey's experience includes leading teams at TaskUs Incorporated and ResultsCX, where he efficiently managed 13-18 client support agents handling over 250 tickets each. His initiative to streamline workflows not only boosted QA scores and client satisfaction but also reduced operational bottlenecks. As a technical support advisor at TDCX, he resolved device and service issues with clarity and efficiency. He further honed his skills at Balsam Incorporated, contributing to team coordination and process updates. Jeffrey holds a Bachelor’s Degree in Management Information Systems from the Philippine School of Business Administration, underpinning his solid grounding in CRM and ticketing systems management.

Experience

  • Operations Team Leader

    TaskUs Incorportated · 2022 — 2026
    Managed a team of 13-18 client support agents, overseeing the handling of over 250 tickets. Provided coaching to enhance team performance, ensuring high quality assurance scores and efficient responses. Maintained standards for client satisfaction while streamlining workflows and reducing operational bottlenecks.

  • Technical Support Advisor

    TDCX · 2021 — 2021
    Delivered technical support by efficiently resolving device and service issues. Ensured customer satisfaction through effective communication and problem-solving. Contributed to process updates and facilitated team coordination.

  • Customer Support Associate (Virtual Assistant)

    Balsam Incorporated · 2019 — 2021
    Handled customer inquiries through online store messaging while ensuring accurate order processing and timely responses. Supported daily operations and team coordination.

  • Operations Team Leader

    ResultsCX · 2014 — 2019
    Led and coached customer support agents managing inbound and outbound calls. Conducted quality assurance monitoring and performance evaluations to improve team efficiency through targeted coaching and process enhancements.

  • Subject Matter Expert

    Teleperformance Philippines · 2013 — 2014
    Provided technical support to customers, effectively resolving device and service issues. Maintained high levels of customer satisfaction through clear communication and problem-solving, while assisting in updates to processes and team coordination.

Skills & Expertise

Customer Service and Admin SupportCustomer SupportPerformance ManagementAccount ManagementPhotoshop ExpertQuality Assurance

Education

  • Bachelor's Degree Management Information System
    Philippine School of Business Administration