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I was an Operations Supervisor at Teleperformance Philippines, where I lead two digital support teams (30 agents) in a finance account. I specialize in KPI tracking, performance reporting, workflow coordination, and backend operations support, with advanced proficiency in Google Sheets for dashboards, pivot tables, and data insights. I'm seeking a role focused on organization, reporting, and operational efficiency, where I can apply data-driven processes to improve performance and deliver measurable impact.…I was an Operations Supervisor at Teleperformance Philippines, where I lead two digital support teams (30 agents) in a finance account. I specialize in KPI tracking, performance reporting, workflow coordination, and backend operations support, with advanced proficiency in Google Sheets for dashboards, pivot tables, and data insights. I'm seeking a role focused on organization, reporting, and operational efficiency, where I can apply data-driven processes to improve performance and deliver measurable impact.

Jairus Marzzo Solidor Arcangel

Data Analyst, Game Tester, Marketing Automation Specialist, +3

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I was an Operations Supervisor at Teleperformance Philippines, where I lead two digital support teams (30 agents) in a finance account. I specialize in KPI tracking, performance reporting, workflow coordination, and backend operations support, with advanced proficiency in Google Sheets for dashboards, pivot tables, and data insights. I'm seeking a role focused on organization, reporting, and operational efficiency, where I can apply data-driven processes to improve performance and deliver measurable impact.…I was an Operations Supervisor at Teleperformance Philippines, where I lead two digital support teams (30 agents) in a finance account. I specialize in KPI tracking, performance reporting, workflow coordination, and backend operations support, with advanced proficiency in Google Sheets for dashboards, pivot tables, and data insights. I'm seeking a role focused on organization, reporting, and operational efficiency, where I can apply data-driven processes to improve performance and deliver measurable impact.

Available to hire

I was an Operations Supervisor at Teleperformance Philippines, where I lead two digital support teams (30 agents) in a finance account. I specialize in KPI tracking, performance reporting, workflow coordination, and backend operations support, with advanced proficiency in Google Sheets for dashboards, pivot tables, and data insights.

I’m seeking a role focused on organization, reporting, and operational efficiency, where I can apply data-driven processes to improve performance and deliver measurable impact.

Skills

Experience Level

Expert

Expert

Intermediate

Intermediate

Intermediate

Work Experience

Operations Supervisor at Teleperformance Philippines

September 1, 2024 - Present

Managed two digital support teams (30 agents) in a finance account; monitored and optimized KPIs including Quality, Average Handle Time, Occupancy, Reopen Rate, Repeat Rate, and Attendance; improved team Quality from 80% to 90% through coaching and tracking systems; developed and maintained daily operational reports (Month to Date, Week to Date, Daily) using advanced Google Sheets; built tracking sheets with pivot tables, conditional formatting, and lookup formulas; tracked staffing metrics including planned/unplanned leave and productivity; conducted performance evaluations for new hires; participated in client and internal operations meetings to align deliverables.

Customer Service Representative (Non-Voice & Voice) at Teleperformance Philippines

September 1, 2023 - September 1, 2024

Handled approximately 80 email/messaging tickets daily; Managed 20-30 outbound voice cases per day during campaign periods; Maintained 60-70% CSAT while meeting productivity targets; Awarded Top Outbound Agent (Q4 2024) prior to promotion; Assisted team members in resolving ambiguous case processes through structured problem-solving.