Stephene A.
Senior Operations Supervisor
Open to offersNew to PlatformAbout
Stephene A. is an experienced Operations Supervisor, Account Manager, and Customer Experience Leader with over a decade in the BPO industry, specializing in remote team management, client success, and HR operations. Based in the Philippines and remote-ready, Stephene has successfully managed 50+ customer accounts at Go2, sustaining a CSAT above 95% and consistently delivering high on-time service completion. At IQOR and Transcom Worldwide Inc., Stephene led teams to achieve up to 30% productivity gains and drove process improvement through root cause analysis and workflow standardization. With proven abilities in KPI tracking and workforce management, Stephene improved timekeeping accuracy and streamlined HR onboarding procedures, resulting in measurable enhancements to both operational efficiency and client service outcomes.
Experience
Account Manager & Customer Service Agent
Go2 · 2025 — PresentOversaw more than 50 customer accounts from service requests to dispatch coordination, consistently achieving an on-time service completion rate above 95%. Processed a high volume of invoices daily, addressed billing issues, and maintained customer satisfaction scores above 90% through timely and accurate resolutions.HR Generalist & Administrative Assistant
P2 Support · 2025 — 2025Managed the screening process for over 30 candidates daily through platforms such as Indeed and CareerPlug, conducting several initial interviews and scheduling via Google Calendar and Calendly. Oversaw full-cycle onboarding for 10-15 new hires weekly, ensuring accuracy in documentation and compliance.Operations Supervisor
IQOR · 2023 — 2025Directed daily operations and implemented strategies to enhance team productivity by up to 30%, successfully meeting various KPI targets including QA, CSAT, and AHT. Conducted root-cause analysis to identify operational gaps, resulting in a notable improvement in service quality.Operations Supervisor
Transcom Worldwide Inc. · 2021 — 2023Developed and instituted performance improvement plans that boosted team productivity by over 20% while achieving all established KPI targets. Led initiatives aimed at refining processes across functions, which enhanced efficiency and accuracy significantly.Customer Service Representative
Transcom Worldwide Inc. · 2014 — 2021Managed 20-30 customer interactions daily, consistently achieving customer satisfaction scores above 95% and a high first-call resolution rate. Anticipated customer needs proactively, which resulted in tailored solutions and a reduction in escalations.Customer Sales Representative
PanAsiatic Call Centers Inc. · 2013 — 2014Surpassed sales targets by 15-25% and maintained customer satisfaction scores exceeding 90%, while handling over 20 complex customer interactions daily. Achieved a first-call resolution rate above 90%, effectively reducing repeat inquiries and escalations.
Skills & Expertise
Education
- Bachelor of Science in Business AdministrationBacolod City College
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