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Jessa M. — Mid-Level FinTech Team Leader from Philippines

Jessa M.

Mid-Level FinTech Team Leader

Philippines 3-6 years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Jessa Mae D. has established herself as a competent professional in the FinTech and BPO sectors with over 8 years of experience. Specializing in team leadership for nearly 3 years, she has effectively led FinTech teams of 15–20 members at TaskUs Fort Excellence in Meycauayan, Bulacan. In her role as Team Leader, Jessa Mae was instrumental in driving key operational and customer service metrics by implementing structured coaching, action plans, and ongoing performance reviews. Renowned for her expertise in handling complex customer accounts and concerns, she provided support through both voice and chat services while meeting quality standards. Her tenure at TaskUs saw her take part in pilot tests for various products, providing critical feedback to ensure implementation success. She also played a significant role in talent development, mentoring aspiring leaders and conducting final interviews for new recruits. Prior to her leadership role, she excelled as a Customer Service Representative, a position she achieved through exceptional performance and proficiency in FinTech operations.

Experience

  • Team Leader

    TaskUs Fort Excellence · 2023 — 2026
    Directed a FinTech campaign team of 15–20 members, focusing on operational and customer service performance through structured coaching and action plans. Provided daily leadership and guidance, assisting team members in meeting client and operational objectives. Served as a resource for complex process issues and clarified performance expectations. Contributed to pilot testing of products and campaign tools, offering operational feedback for implementation. Engaged in client-led focus group discussions to explore product enhancements based on insights from operational and customer experiences. Conducted final interviews for potential hires, evaluating qualifications and commitment. Supported the development of new Team Leaders and aspiring leaders through mentorship.

  • Customer Service Representative

    TaskUs Fort Excellence · 2022 — 2023
    Delivered inbound customer support for a FinTech campaign, addressing account inquiries and concerns while adhering to quality and customer satisfaction standards. Provided live chat support for FinTech customers, effectively resolving issues and maintaining performance metrics. Developed extensive account and process knowledge, leading to promotion to Team Leader within 19 months due to performance and leadership capabilities.

  • Junior High School Teacher and Student Council Adviser

    Saint Mary’s Angels College of Valenzuela · 2018 — 2022
    Reviewed and improved curriculum materials to facilitate effective learning outcomes. Led both physical and online learning environments, designing activities and assessments tailored to learner needs. Initiated community projects and programs. Mentored student leaders to develop their accountability, adaptability, and leadership skills.

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