Jophel S.

Jophel N. is a seasoned contact center professional based in the Philippines with a Bachelor of Science in Architecture from Eulogio "Amang" Rodriguez Institute of Science and Technology. Currently serving as a Supervisor at Teleperformance, Jophel oversees a team in the customer service industry, consistently surpassing KPI targets and maintaining a 95% client satisfaction score. With prior experience as a Customer Service Representative, Jophel effectively reduced repeat call frequency and improved first-call resolution rates, contributing to a 90% customer satisfaction rating. Jophel has led process optimization and performance improvement projects, implementing data-driven monitoring tools and coaching frameworks that increased team productivity, reduced handling times, and elevated service efficiency. Key competencies include CRM documentation, process improvements, and training program implementation, supported by expertise in Microsoft Office and data entry.