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John H. — Mid-Level BPO Customer Service Team Lead from Philippines

John H.

Mid-Level BPO Customer Service Team Lead

Philippines 6+ years
Open to offersNew to Platform
Languages
TagalogEnglishEnglish Tagalog
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About

John Harry D. is an experienced BPO professional based in Dumaguete City, Philippines, with over five years in customer service and two years in team leadership roles within the financial services and cybersecurity domains. As a Team Lead/Supervisor at Smiles on demand by Vervent, he supervised daily operations for a financial account, managed team performance, facilitated training for new hires, and acted as a primary escalation point for complex customer inquiries. Previously, as a Customer Service Representative at Qualfon Philippines, John Harry D. focused on data protection and secure communication, adhering rigorously to privacy and security protocols. He is recognized for implementing workflow improvements, achieving high-performance targets, and completing foundational training in cybersecurity best practices.

Experience

  • Team Lead/Supervisor

    Smiles on demand by Vervent · 2023 — Present
    Oversaw the daily operations of a customer service team, ensuring compliance with company standards and client expectations. Conducted coaching sessions, performance reviews, and team huddles to enhance morale and productivity. Collaborated with management to introduce strategic initiatives and refine processes. Served as the primary contact for complex inquiries and escalated issues. Provided mentoring and training support to new hires. Analyzed and monitored performance metrics to inform team development.

  • Customer Service Representative

    Qualfon Philippines · 2019 — 2021
    Gained knowledge of fundamental cybersecurity principles including data protection, phishing prevention, and secure communication methods. Completed initial training in cybersecurity. Managed sensitive customer data while strictly adhering to privacy and security protocols.

Skills & Expertise

Performance ManagementCybersecurity SpecialistCustomer ServiceCustomer Service Representative

Education

  • 1st Year College
    Negros Oriental State University · 2016 — 2016

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