Michael C.
Senior Operations & Support Leader
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Michael C. is a seasoned Operations & Support Leader with over two decades of experience in the Telecom, IT Support, and Customer Operations sectors. Based in Santa Maria, Philippines, he has excelled in leading substantial remote teams and managing global client relationships to enhance performance across SLA, CSAT, productivity, and quality metrics. His technical proficiency is rooted in his former role as a Level 2 Support Specialist and Subject Matter Expert, where he honed expertise in VoIP systems, contact center operations, and CRMs. Currently, as an Operations Supervisor at Talentpop, Michael leads 50+ remote Virtual Assistants in supporting international eCommerce clients and oversees performance and coaching of 15 client accounts. Previously, he served at Google Workspace, driving SLA, KPI, and quality standards while enhancing CSAT outcomes. His early experience involved significant roles at TaskUs and CSS Corp, where he developed advanced competencies in IVR applications and platform support. Michael holds an Associate Degree in Computer Systems Design & Programming and is certified in Lean Six Sigma and as a Zoho user, underlining his commitment to continuous improvement and technical mastery.
Experience
Operations Supervisor
Talentpop · 2024 — PresentLead and coach over 50 remote Virtual Assistants, providing support for global eCommerce clients while managing 15 international accounts and ensuring alignment with SLA and performance standards. Analyze weekly performance data to create targeted coaching plans and conduct stakeholder meetings alongside live training sessions.Operations Supervisor
Google Workspace · 2022 — 2024Coached teams to uphold SLA, KPI, and quality standards. Conducted root cause analysis for CSAT outliers and implemented improvement strategies while delivering structured milestone-based performance reviews and leading weekly quality assurance calibration sessions.Team Leader Supervisor
TaskUs · 2019 — 2022Oversaw daily operations and monitored KPI performance for fintech support teams. Reviewed fraud analysis tickets to ensure both accuracy and compliance, also created KPI dashboards in Salesforce for tracking purposes.Support Engineer (L2/SME)
CSS Corp · 2015 — 2019Provided Level 2 support for VoIP, mobile applications, and teleconferencing systems. Developed IVR applications and managed real-time escalations, also conducted product and technical training sessions for new hires.Operations Team Leader
West Contact Services · 2005 — 2015Managed daily operations, including coaching team members and conducting performance appraisals. Collaborated with QA teams to maintain service consistency.
Skills & Expertise
Education
- Associate Degree in Computer Systems Design & ProgrammingAMA Computer Learning Center · — — 2004