Available to hire
I’m a results-driven professional with a passion for leading teams, optimizing operations, and delivering measurable outcomes in BPO and enterprise setups. I thrive in fast-paced environments, relish tackling complex challenges, and enjoy collaborating with cross-functional colleagues to achieve shared goals.
I’m also comfortable with marketing, automation, and data-driven decision making, and I love mentoring teammates while keeping communication clear and friendly.
Language
English
Fluent
Work Experience
Technical Representative at Time Warner Cable – National Help Desk (Convergys)
January 1, 2009 - October 10, 2025Provided technical support and customer service for Time Warner Cable's National Help Desk, resolving technical issues, troubleshooting, and assisting customers.
Team Leader at Express Scripts / Convergys
January 1, 2010 - October 10, 2025Led a team of customer service representatives, improved performance metrics, and delivered service excellence.
Team Leader at Time Warner Cable – National Help Desk (Convergys)
January 1, 2014 - October 10, 2025Led daily operations, managed escalations, and ensured service levels.
Team Leader (BPO) at MetroPCS / IQOR
January 1, 2019 - October 10, 2025Led BPO operations for MetroPCS client; supervised teams; improved performance and delivery.
Operations Supervisor at Pixc
July 1, 2019 - October 10, 2025Oversaw daily operations, process improvements, and cross-functional coordination.
Virtual Assistant / Executive Assistant / Social Media Manager at PMichael.org / Agent Wealth Success
December 1, 2022 - October 10, 2025Provided virtual assistance, executive support, and social media management; coordinated marketing activities.
Business Research Manager at The Offer Group
December 1, 2022 - October 10, 2025Managed business research programs; supported strategic decision-making; delivered insights.
Team Leader (BPO) at Metro PCS IQOR
December 31, 2019 - October 10, 2025Led and supervised multiple BPO teams, coordinating shift scheduling, quality assurance, and agent performance. Implemented process improvements to reduce handle time, increased customer satisfaction, and maintained SLA compliance. Collaborated with cross-functional teams to optimize workflows and training programs.
Team Leader at Time Warner Cable
December 31, 2014 - October 10, 2025Led customer support operations at the National Help Desk, overseeing performance metrics, coaching, and escalation management. Worked with cross-functional teams to streamline processes and improve service levels.
Team Leader at Convergys / Express Scripts
December 31, 2010 - October 10, 2025Directed customer service teams for Express Scripts within Convergys; managed performance, training, and process improvements to enhance quality and efficiency.
Technical Representative at Time Warner Cable / Convergys
December 31, 2009 - October 10, 2025Delivered technical support and issue resolution through the National Help Desk; provided guidance to customers and escalated complex cases to appropriate teams.
Operations Supervisor at Pixc
July 31, 2019 - October 10, 2025Oversaw day-to-day operations, monitored performance metrics, and supported platform growth; collaborated with product and engineering teams to optimize workflows and ensure service quality.
Business Research Manager at The Offr Group
December 31, 2022 - October 10, 2025Led market research initiatives and business development efforts; created insights, dashboards, and recommendations to guide client strategy and growth.
Education
BSC Management Accounting at University of Negros Occidental - Recoletos
January 1, 2003 - January 1, 2006BSc Management Accounting at University of Negros Occidental - Recoletos
January 1, 2003 - January 1, 2006Qualifications
Industry Experience
Media & Entertainment, Professional Services, Software & Internet, Telecommunications, Other
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