MJLE C.
Senior BPO Supervisor
Open to offersNew to PlatformAbout
MJ L. is a seasoned Virtual Assistant Supervisor with over a decade of experience in the BPO industry, particularly in customer service, technical support, and back-office operations. Currently at XtendOps in Iloilo since 2023, MJ manages back-office operations for a US-based eyewear account, where they oversee a team to ensure productivity and accuracy. During MJ's previous role at Concentrix from 2021 to 2023, they led a team of Technical Support Representatives, excelling in quality assurance monitoring and driving KPI performance, including QA, CSAT, and productivity. Beginning their career as a Customer Service Representative at Teleperformance in Bacolod, MJ specialized in supporting travel and technical accounts and rose to Supervisor at Startek, gaining recognition for their leadership and performance management. MJ holds a Bachelor of Secondary Education majoring in English from West Negros University, where they graduated cum laude.
Experience
Supervisor – Back Office Operations
XtendOps Iloilo · 2023 — PresentOversee back-office operations for a US-based eyewear account while supervising team members to ensure accuracy and productivity. Additionally, monitor KPIs and provide coaching to enhance performance and efficiency.Supervisor – Technical Support Team
Concentrix Iloilo · 2021 — 2023Managed a team of Technical Support Representatives focused on troubleshooting and addressing customer concerns. Tracking performance metrics such as QA, CSAT, and productivity was key, along with conducting coaching, feedback sessions, and performance evaluations.Customer Service Representative → SME → Supervisor
Startek Philippines – Iloilo · 2015 — 2021Advanced through internal promotions by demonstrating strong performance and leadership capabilities. As a Subject Matter Expert, provided floor support and managed escalations. Ensured operational KPIs were met while overseeing team performance as a Supervisor.Customer Service Representative
TeleTech Iloilo · 2014 — 2015Handled customer inquiries within a telecommunications account, delivering timely resolutions while adhering to quality standards.Customer Service Representative
Teleperformance Bacolod · 2012 — 2014Supported travel and technical accounts by assisting customers with bookings and troubleshooting issues, consistently maintaining high customer satisfaction and quality scores.
Skills & Expertise
Education
- Bachelor of Secondary Education – Major in EnglishWest Negros University · 2008 — 2012
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