Linnabelle T.
Customer Support Operations Supervisor
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Linnabelle T. is a results-driven Operations Supervisor with over nine years of expertise in customer support, quality assurance, workforce management, and business operations. With a proven track record at Sophi Outsourcing, she has consistently led high-performing teams and effectively managed client relationships across multiple accounts. Her leadership extended to overseeing five Team Leaders and over 70 Customer Service Representatives, focusing on achieving KPIs such as SLA, AHT, Quality, Productivity, and Attendance. Linnabelle's analytical prowess as a Licensed Chemist underscores her strengths in data-driven decision-making and operational excellence. Her career progression within Sophi Outsourcing includes roles as Team Lead and Quality Assurance Analyst, where she excelled in process improvements, client escalations, and coaching. Her collaboration with Recruitment, Training, and HR exemplifies her comprehensive approach to operations management. Additionally, her technical expertise spans Google Workspace, CRM Systems, KPI Reporting, and Quality Monitoring, enabling her to drive continuous improvement and enhance customer satisfaction.
Experience
Operations Supervisor
Sophi Outsourcing (formerly Sophi Inc.) · 2022 — 2026Oversaw daily operations for 5 client accounts while managing 5 Team Leaders and over 70 Customer Service Representatives. Ensured that operational goals and service-level agreements (SLAs) were consistently met through client relationship management and monitoring team performance metrics, including SLA, AHT, Quality, Productivity, and Attendance. Conducted regular business reviews with clients to address concerns and opportunities for improvement. Provided coaching and mentorship to Team Leaders to enhance their leadership skills and overall team performance. Collaborated with Recruitment, Training, Workforce Management, and HR for employee hiring, onboarding, and development.Team Lead
Sophi Outsourcing (formerly Sophi Inc.) · 2019 — 2022Managed a team of 15 Travel Reservation Specialists and 2 Website Development Specialists, ensuring the attainment of service-level targets on a daily, weekly, and monthly basis. Assisted in attendance management, scheduling, productivity, and quality metrics. Participated in client communication regarding operational updates and escalations, while conducting final interviews for prospective candidates during the hiring process. Conducted quality audits to ensure compliance with client standards and delivered performance reports to identify trends and coaching needs.Quality Assurance Analyst
Sophi Outsourcing (formerly Sophi Inc.) · 2019 — 2019Performed quality audits on customer interactions to ensure adherence to client requirements. Compiled quality reports reflecting performance insights and assisted in delivering coaching recommendations aimed at enhancing team effectiveness.Customer Service Representative
Sophi Outsourcing (formerly Sophi Inc.) · 2017 — 2019Provided support to customers regarding travel reservations through phone and email channels. Addressed inquiries and resolved service issues to maintain a high level of customer satisfaction while ensuring accurate booking management in line with client service standards.Chemist I/ Technical Manager Assistant
Jefcor Laboratories, Inc. · 2014 — 2016Conducted chemical analyses using laboratory instruments such as GC-FID, GC-ECD, HPLC-UV, and performed environmental and water quality testing according to EMB standards. Assisted in laboratory quality assurance, documentation, inventory management, and the preparation of technical reports for accreditation.Laboratory Analyst
Jefcor Laboratories, Inc. · 2013 — 2014Supported laboratory operations through various analyses and adhered to quality standards in documentation and reporting. Contributed to ensuring compliance with necessary accreditation requirements.Customer Service Representative (Seasonal)
SPi GLOBAL (Teleflora Account) · 2012 — 2012Assisted customers with floral orders and inquiries while delivering high-quality customer service and efficiently resolving concerns.
Skills & Expertise
Education
- Bachelor of Science in ChemistrySilliman University · 2008 — 2013