Jhon S.
Senior BPO Team Manager
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Jhon F. is a dedicated BPO Team Manager with over six years of leadership experience in customer service and sales operations within the business process outsourcing industry. He has a solid history of driving key performance indicator (KPI) performance and improving service levels. Jhon is adept at workforce management and performance analytics, which enable him to enhance team operations and achieve operational goals. At IBEX Global Solutions, he leads a team of over 15 customer service and sales representatives, consistently meeting service level agreements and KPI targets. He employs his expertise in performance analytics to monitor key metrics such as AHT, CSAT, and sales, driving performance improvements. With a Bachelor's degree from the University of Southeastern Philippines, his technical skills include proficiency in Microsoft Excel and Verint Workforce Optimization. Jhon has proven his capability in both sales and technical support roles, consistently exceeding targets and maintaining high customer satisfaction. His focus on effective issue resolution and customer engagement is evident from his previous tenure at iQor Philippines and IBEX Global Solutions.
Experience
Team Manager
IBEX Global Solutions · 2019 — PresentLed a team of over 15 customer service and sales representatives, ensuring the fulfillment of service level agreements and KPI targets. Monitored and assessed key performance metrics, such as AHT and CSAT, to boost productivity. Coached team members through consistent feedback and performance reviews while managing daily account operations, including escalations and hiring support.Customer Service and Sales Representative
IBEX Global Solutions · 2018 — 2019Delivered inbound sales support for a U.S.-based clothing retail account, assisting customers with product inquiries, order processing, and issue resolution. Maintained high customer satisfaction scores while consistently exceeding sales targets through strategic upselling and cross-selling.Customer Service Representative
iQor Philippines · 2017 — 2018Provided customer support for a telecommunications account based in the U.S., addressing issues related to billing, technical problems, and service inquiries. Achieved individual performance and quality targets while maintaining customer satisfaction, with a focus on enhancing Overall Rep Satisfaction through effective issue resolution.
Skills & Expertise
Education
- Bachelor of Science in BiologyUniversity of Southeastern Philippines · — — 2016