Joselito J.
Senior Operations Manager
Open to offersNew to PlatformAbout
Joselito J B. is an experienced Operations/Team Manager with a robust background in leading teams and managing complex projects across various sectors. From February 2020 to February 2025, he served as an Operations Manager at Qornerstone Pte Ltd, where he supervised daily operations, ensured compliance with service-level agreements, and handled escalations effectively. He excelled in onboarding and training new staff, as well as mentoring them for skill development. Previously, he worked as a Team Lead at The Healthy Back Institute and Credit Repair Cloud, where he managed content development, resolved client queries, and safeguarded client information. His earlier experience as a Tech Support Team Manager at Sutherland Global Services and DELL honed his skills in software and network troubleshooting. Throughout his career, Joselito has demonstrated proficiency in using tools such as Zendesk, Google Docs, and Slack to drive customer satisfaction and achieve strategic objectives.
Experience
Operations Manager
Billy Gene is Marketing · 2021 — 2025Managed a high volume of incoming emails and chats, generating sales leads while assessing customer needs for satisfaction. Fostered relationships and trust with customer accounts through effective communication. Provided complete and valid information using appropriate tools, while meeting sales targets and handling calls. Addressed customer complaints by offering timely solutions and alternatives, followed up to ensure resolutions were achieved. Maintained records of customer interactions and processed accounts according to communication guidelines.Operations Manager
Qornerstone Pte Ltd · 2020 — 2025Oversaw daily operations of customer service agents, ensuring adherence to service-level agreements. Conducted hiring, onboarding, and training for new team members while mentoring for professional development. Monitored team performance, provided evaluations, and offered feedback for improvement. Managed escalations beyond frontline agents’ scope, ensuring effective issue resolution across all interaction channels. Developed and enforced standard operating procedures for consistent customer experiences and aligned workflows with business goals.Team Lead
The Healthy Back Institute · 2018 — 2019Oversaw content development while addressing client queries and issues. Provided guidance to junior consultants and supported business development initiatives. Conducted financial analyses and assessed technological needs within the department.Team Lead
Credit Repair Cloud · 2017 — 2019Ensured the security of client information and privacy while advising on credit report management. Assisted in drafting letters to credit bureaus and reviewed credit reports from the major bureaus. Educated clients on their rights regarding credit disputes, and enforced regulations by providing contracts for services.Tech Support Team Manager
Sutherland Global Services · 2010 — 2016Handled escalations crucial to service delivery through web applications and phone communications. Managed facility orders and testing using various tools and systems. Monitored timelines related to facility delivery processes and identified circuit paths in Xpercom while executing approved procedures for troubleshooting.Tech Support Team Manager
DELL · 2006 — 2010Set clear and measurable goals for the team, motivating members to achieve organizational objectives. Delegated tasks and tracked progress to ensure deadlines were met. Took ownership of team outputs and drove continuous improvement, specializing in software troubleshooting, including the removal of malicious software and operating system issues.
Skills & Expertise
Education
- Bachelor’s Degree in PhilosophySan Pablo Seminary · 1999 — 2003