lourenz P.
Senior BPO Operations Team Leader
Open to offersNew to PlatformAbout
Lourenz P. is a results-driven operations professional with nearly a decade of experience in the BPO and shared services industries. He possesses a solid foundation in KPI management, performance analysis, and process improvement, ensuring organizational efficiency. Through his work as a Team Leader at major companies such as VXI, EnableSME, and Sequential Technology International, Lourenz has honed his skills in stakeholder management, creating alignment across cross-functional teams, and providing regular coaching and feedback. His role included conducting performance reviews and implementing work processes to enhance operational effectiveness. Adept in managing complex calendars and project timelines, he brings strong analytical and problem-solving skills to his work. Possessing a Bachelor's degree in Banking and Finance from the Polytechnic University of the Philippines, Lourenz is highly adaptable, often collaborating with management to implement change strategies in demanding environments.
Experience
Appointment Setter
Variedy / PM2Net · 2025 — 2025Ensured accuracy in CRM systems through logging call outcomes, updating contact information, and setting follow-up tasks. Collaborated with Account Executives to organize complex calendars and enhance time management.Executive Virtual Assistant
Magic Inc. · 2024 — 2025Oversaw projects by creating timelines, assigning tasks to team members, and monitoring project progress. Managed appointment scheduling, email lists, daily transaction categorization, and monthly book reconciliation.Customer Service Representative
TaskUs, Meycauayan, Bulacan · 2024 — 2025Resolved customer complaints by providing timely solutions and following up to ensure issues were addressed.Team Leader
VXI, Quezon City · 2023 — 2024Generated reports on performance, operational metrics, and service level agreements. Evaluated defects and proposed process improvements. Established work processes and identified training needs as advised by quality and training teams. Communicated process opportunities to the performance management team for action. Conducted and participated in regular reviews internally and with clients, managing daily interactions with the client’s point of contact while providing coaching and feedback to team members.Payment Support Team Leader
EnableSME, Ortigas Center, Pasig City · 2020 — 2022Guaranteed quality of work and adherence to service level agreements. Ensured work efficiency while providing accurate resolutions to merchants' inquiries. Engaged in daily, weekly, and monthly reviews with internal teams and clients.Team Leader
EnableSME, Ortigas Center, Pasig City · 2019 — 2020Promoted to Payment Support Team Leader in January 2020.Team Leader
Sequential Technology International, Eastwood, Bagumbayan, Quezon City · 2015 — 2019Focused on client needs while effectively prioritizing responsibilities and negotiating in challenging environments.
Skills & Expertise
Education
- Bachelor in Banking and FinancePolytechnic University of the Philippines · — — 2015
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