June W.
Senior Customer Support and Operations Leader
Open to offersNew to PlatformAbout
June W. is a seasoned Customer Support and Operations Leader with over nine years of expertise in SaaS and telecommunications environments. She has a proven track record in leading teams, enhancing performance, and driving operational excellence. During her tenure at Helium 10, June W. served as a Senior Team Lead, where she expertly managed customer service operations, ensuring service quality and goal attainment through strategic planning and people development. She consistently improved efficiency by developing and implementing SOPs, aligning team objectives with organizational goals. Previously, as a Team Lead at Alorica, June W. led a customer service team for a US telecommunications account, focusing on quality standards and performance metrics. Her strong foundation in process improvement, combined with her technical knowledge as a Subject Matter Expert at both Helium 10 and Alorica, enables her to handle complex issues while coaching and mentoring her teams effectively. Her diverse background also includes roles such as an Appointment Setter at Rocket Station, where she demonstrated her skills in real estate operations and lead generation.
Experience
Senior Team Lead
Helium 10 · 2025 — 2026Managed daily performance of Customer Service Associates, ensuring service quality and goal achievement. Coached and developed team members for growth and succession planning. Documented and implemented SOPs to enhance efficiency and scalability. Provided strategic recommendations to align with business objectives. Participated in cross-functional initiatives to boost customer satisfaction and enhance positive reviews. Used data-driven planning and execution to align team goals with organizational objectives. Led change initiatives and process enhancements for continuous improvement.Team Lead
Helium 10 · 2024 — 2025Ensured adherence to attendance, productivity, and performance standards. Analyzed daily team metrics such as CSAT, FRT, TTR, and productivity. Conducted coaching sessions that emphasized performance improvement and career development. Provided real-time support for team operations and communication handling. Updated performance trackers for accurate reporting. Collaborated with Senior Associates and QA to identify performance gaps and execute improvement plans, including achieving targets for CSAT and response times.Subject Matter Expert
Helium 10 · 2021 — 2024Acted as a product and process expert for Helium 10 tools and workflows. Addressed complex customer cases that required advanced product knowledge. Offered real-time support and guidance to Customer Support Associates. Assisted Team Leads in investigations and root-cause analysis. Worked with Product, Engineering, and QA teams to report bugs and share customer insights. Reviewed tickets for quality and accuracy, contributing to internal documentation and knowledge base resources. Mentored new associates to enhance technical proficiency.Customer Service Professional
Helium 10 · 2020 — 2021Responded to customer inquiries across phone, chat, and email channels. Provided assistance with product information, billing support, and basic troubleshooting. Researched and resolved customer issues to facilitate timely resolutions.Appointment Setter / Cold Caller
Rocket Station · 2020 — 2020Conducted outbound calls to qualify real estate seller leads. Evaluated seller motivation and endorsed qualified leads to clients. Performed property valuation and comparable analysis, with or without MLS. Managed lead lists, skip tracing, and email campaigns. Utilized social media platforms for lead generation and outreach.Team Lead
Alorica · 2018 — 2019Led a customer service team supporting a US telecommunications account. Managed escalated customer concerns and cancellation requests. Audited calls to ensure compliance with quality standards. Monitored agent performance metrics, providing coaching to achieve goals. Handled administrative tasks, reporting, and performance updates. Coordinated incentives to align with operational objectives.Subject Matter Expert
Alorica · 2017 — 2018Supported Team Leaders with escalation handling and call audits. Prepared reports detailing team performance and operational progress. Identified training needs while fostering coaching initiatives.Customer Service Professional
Alorica · 2016 — 2017Managed customer support operations in a telecommunications context.Customer Service Professional
Teleperformance · 2015 — 2016Provided customer support for US and Canadian telecommunications accounts, assisting with billing inquiries, service information, and troubleshooting.
Skills & Expertise
Education
- Vocational Certificate in Computer Hardware ServicingDavao Provincial Training Center · — — 2015
- Secondary EducationDaniel R. Aguinaldo National High School · — — 2013