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john V. from Philippines

john V.

Philippines 1-2 years
Open to offersNew to Platform
Languages
English
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About

John Venjie P. is a Service Management Lead with significant expertise in IT service delivery and operational efficiency within the technology and customer service sectors. At Accenture, supporting BestBuy and Geek Squad, John leads IT service teams, overseeing service level agreements, monitoring performance metrics, and implementing best practices to enhance technical incident management and service delivery. His prior experience includes real-time workforce management, schedule optimization, and issue reporting for live operations. At Tenerity and iQor (Amazon), John specialized in customer retention and technical troubleshooting, directly addressing inquiries through various channels and advocating for effective resolution. John’s background includes technical support for AT&T via Teleperformance and payment recovery in collections for Accenture’s portfolio management. He applies advanced application architecture, service support, and team leadership skills to optimize workflows and boost customer satisfaction.

Experience

  • TEAM LEADER

    ACCENTURE · 2025 — Present
    Leads a team of IT service professionals to guarantee exceptional service delivery and operational efficiency. Oversees daily activities and tracks performance metrics to adhere to service level agreements. Provides coaching and mentoring to staff, creating a positive work culture that promotes continuous improvement. Collaborates with various departments to refine processes and apply best practices aimed at enhancing service delivery.

  • REAL TIME ANALYST / WORKFORCE MANAGEMENT

    ACCENTURE · 2022 — 2025
    Monitors operations in real-time to optimize staffing and maintain high service levels. Adjusts schedules as needed and escalates issues to ensure smooth workflows.

  • CSR / RETENTION

    TENERITY · 2021 — 2022
    Engages with retention teams to foster customer and employee loyalty by addressing churn-related issues. Analyzes data and implements strategies to enhance satisfaction and maximize long-term value.

  • CSR – TECHNICAL SUPPORT

    IQOR · 2020 — 2021
    Serves as a Customer Service Representative in Amazon's technical support, addressing inquiries through phone, email, and chat. Focuses on troubleshooting and resolving issues related to AWS, devices, or accounts, acting as the primary advocate for customers while liaising with internal teams.

  • TECHNICAL SUPPORT FOR AT&T

    TELEPERFORMANCE · 2019 — 2020
    As a Technical Support Representative, resolves customer issues concerning devices, networks, billing, and services through phone, chat, or email. Delivers frontline troubleshooting and meets service quotas, while escalating more complex cases.

  • CSR / COLLECTIONS / PORTFOLIO

    ACCENTURE · 2014 — 2018
    Engages in Customer Service Representative duties within collections and portfolio management, focusing on the recovery of overdue payments while nurturing customer relationships.

Skills & Expertise

Listing CoordinatorAI and Data ScienceIT Project ManagerCustomer ServiceCustomer Service Representative

Education

  • BEED MATH.
    LA CONCEPCION COLLEGE · — — 2009
  • High school
    NHC HIGH SCHOOL · — — 1998

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