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Melvin G. — Senior Business Process Outsourcing Team Lead from Philippines

Melvin G.

Senior Business Process Outsourcing Team Lead

Philippines 6+ years
Open to offersNew to Platform
Languages
English
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About

MelvinGrace O. is a seasoned professional with over a decade of experience in the business process outsourcing industry, specializing in customer service and quality assurance. Currently serving as a Team Lead at Infosys BPO Ltd., Alabang, MelvinGrace oversees a diverse team, conducting daily huddles, preparing KPI-driven reports, and delivering operational updates to clients. Her previous tenure as a Subject Matter Expert and Internal Quality Auditor saw her implementing process updates, facilitating cross-regional calls, and ensuring compliance through detailed audits for Manila and Dublin operations. With hands-on expertise in process improvement, reporting & data analysis, and email & chat support for EMEA and OEM clients, MelvinGrace has consistently contributed to meeting organizational objectives. Her background spans customer service in hospitality at TelePerformance and academic administration in the education sector.

Experience

  • Team Lead (MBS GLOBAL)

    Infosys BPO Ltd. · 2024 — Present
    Lead a diverse team by conducting daily huddles and providing coaching to enhance performance. Prepare comprehensive reports that include scorecards, attendance logs, and monthly KPIs. Develop and present operational updates during client calls through dynamic presentations. Implement strategies aimed at improving team efficiency and achieving organizational objectives.

  • Subject Matter Expert (SME) (MBS-EMEA)

    Infosys BPO Ltd. · 2017 — 2024
    Cascaded critical process updates to ensure team alignment with organizational procedures. Conducted refresher training sessions to enhance team knowledge and performance. Facilitated synchronization calls with ROC counterparts to streamline processes across regions. Performed meticulous four-eye checks to maintain accuracy and compliance.

  • Internal Quality Auditor (MBS EMEA)

    Infosys BPO Ltd. · 2016 — 2017
    Executed internal quality audits for operations in Manila and Dublin. Identified areas for improvement and collaborated on corrective action plans. Worked to enhance service quality by ensuring adherence to established standards.

  • Process Specialist (MBS EMEA)

    Infosys BPO Ltd. · 2015 — 2016
    Provided prompt email and chat support to clients across the EMEA region. Resolved customer inquiries efficiently, maintaining high satisfaction ratings. Collaborated with colleagues to develop best practices in customer support.

  • Process Specialist (OEM)

    Infosys BPO Ltd. · 2014 — 2015
    Delivered specialized email support for OEM clients. Addressed client concerns effectively, contributing to customer retention.

  • Customer Service Representative

    TelePerformance · 2010 — 2011
    Managed hotel reservations while assisting customers with bookings and inquiries. Achieved high customer satisfaction through excellent service and problem-solving. Collaborated with the team to enhance service delivery processes.

  • School Registrar

    Victorious Christian Montessori · 2007 — 2009
    Oversaw student enrollment and maintained accurate academic records. Coordinated administrative tasks to ensure smooth school operations. Acted as a liaison between parents, students, and faculty members.

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