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Jovanni M. — Mid-Level BPO Operations Team Lead from Philippines

Jovanni M.

Mid-Level BPO Operations Team Lead

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Jovanni M. is an operations support professional based in Metro Manila, bringing 5 years of experience across the BPO and education industries. As an Operations Team Lead at Telrcom Solutions Inc., he managed high-volume workflows, real-time KPI tracking, and cross-functional remote teams using platforms such as Salesforce CRM, Tableau, and Google Workspace. He demonstrated expertise in data analytics, developing executive reports to support business strategy, and drove financial operations such as invoice processing and dispute resolution. Jovanni’s background also includes hands-on experience with omni-channel support and data administration at Teleperformance, where he handled case management for a major e-commerce account. Earlier, he managed academic records and ensured regulatory compliance at the International Christian School of Quezon City. Jovanni holds a Bachelor of Science in Psychology and an EFSET C1 Advanced English certificate.

Experience

  • Operations Team Lead

    Telrcom Solutions. Inc · 2021 — 2025
    Oversaw KPI framework implementation and ensured SLA adherence for team operations. Utilized Tableau for analyzing real-time metrics to support workflow adjustments and productivity improvements. Led remote teams via Slack and Google Workspace to sustain high engagement levels. Compiled automated analytics and executive reports for operational tracking and business planning. Maintained data integrity across lifecycles to support compliance requirements. Conducted individualized coaching and process onboarding sessions, decreasing the training curve for new hires. Managed invoice processing, billing documentation, and dispute resolution activities, while regularly briefing staff on operational and QA updates.

  • Customer Service Representative (CSR)

    Teleperformance · 2020 — 2021
    Provided omni-channel support through live chat, email, and outbound calls, meeting response time standards. Performed detailed dispute and case management for merchant and customer conflicts. Coordinated order tracking and logistics for a leading local e-commerce account. Participated in daily briefings to ensure alignment on process updates and team performance metrics.

  • IT/Registrar

    International Christian School of Quezon City, Inc · 2018 — 2020
    Acted as liaison with government agencies and non-government education departments to support regulatory compliance. Oversaw management and release of academic records, ensuring accurate and secure documentation processes. Organized digital and physical records systems to improve data retrieval and maintain audit-ready integrity. Collaborated with internal teams to streamline administrative workflow and fulfill urgent documentation requests via phone and email.

  • Customer Service Representative (CSR)

    Telrcom Solutions. Inc
    Handled direct client communication to identify requirements and deliver both technical and non-technical solutions primarily through written channels. Acted as Person-in-Charge, mediating employee-client disputes and supervising team operations. Maintained accuracy in data management and record tracking protocols. Consistently achieved individual targets while contributing to collaborative team objectives.

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