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Reparado J. — Senior BPO Operations Manager from Philippines

Reparado J.

Senior BPO Operations Manager

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

John R. is a seasoned and dynamic BPO Manager with over a decade of expertise in the telecommunications sector, primarily focused on T-Mobile campaigns. With a robust track record of 10 years, he has consistently surpassed client KPIs and enhanced customer experiences. John has demonstrated his exceptional leadership and strategic planning abilities as an Operations Manager at Alorica Teleservices Inc., where he oversees the daily operations of the T-Mobile Consumer Voice Account. His role involves workforce planning, resource allocation, and performance management to ensure operational efficiency. At Iqor Philippines CBPO, he excelled as a Team Manager, leading a team that ranked top in NPS/CSAT and AAL across multiple lines of business. His commitment to quality and compliance has been evident throughout his career, supported by his expertise in using platforms like SalesForce and CORE. With a foundation in electrical engineering technology and certifications in leadership and coaching, John is well-equipped to drive performance and innovation in the BPO industry.

Experience

  • Operations Manager - T-Mobile Consumer Voice Account

    Alorica Teleservices Inc. · 2025 — Present
    Manage daily contact center operations, focusing on workforce planning, resource distribution, and performance oversight. Formulate and execute strategies aimed at enhancing operational efficiency and customer satisfaction. Guide a team of leaders and agents through coaching and support, while collaborating with departments such as Quality Assurance to ensure service consistency. Analyze key performance indicators to identify improvement areas and apply corrective measures.

  • Team Manager - T-Mobile for Business (Non-Market Campaign)

    Iqor Philippines CBPO · 2022 — Present
    Supervise over 13 FTEs across various lines of business, including billing, technical, and device support. Lead the team to obtain high SOP scores and maintain top performance in NPS/CSAT metrics. Conduct training sessions such as AAL teach back and skill transfer for underperforming supervisors.

  • Team Leader (Aspire) - T-Mobile for Business (Market Campaign)

    Iqor Philippines CBPO · 2020 — 2022
    Oversee a team of 12 FTEs, focusing on coaching through performance trend analysis and ensuring consistent high-level achievements.

  • Customer Resolution Expert (CRE) - T-Mobile for Business (Market Campaign)

    Iqor Philippines CBPO · 2018 — 2020
    Manage compliance and financial risk aspects, including C&A, cancels, CRT, and other sensitive permissions. Validate calls and monitor performance across 40+ FTEs.

  • CSR II promoted to SME - T-Mobile Consumer

    Telectech Phils. · 2015 — 2018
    Provide exceptional customer service to T-Mobile voice and data users, consistently achieving high-quality customer service scores. Chosen for the Team Of Experts Campaign and advanced to SME status to handle escalated calls and provide real-time support.

  • CSR I - Comcast Billing and Collections Campaign

    Transcom Asia PH · 2013 — 2015
    Engage in customer service for Comcast’s billing and collections, addressing client inquiries and resolving issues.

Skills & Expertise

Office and AdminQuality AssuranceCall CenterTelemarketingCustomer ServiceVirtual Assistant

Education

  • Electrical Engineering Technology
    Palawan State University · 2008 — 2011