Available to hire
Hi, I’m Nelvin R. Dioneo. I am a performance-driven Operations Supervisor with 2 years of experience leading high-volume customer service teams. I focus on boosting KPIs such as CSAT, FCR, and average handling time, and I take pride in turning every customer interaction into a positive experience. I enjoy coaching teams, driving engagement, and delivering consistent results.
I’m passionate about elevating customer experiences, fostering team growth, and building strong, collaborative environments where colleagues thrive and learn together.
Experience Level
Language
English
Advanced
Work Experience
Operations Supervisor at Teleperformance Malaysia
February 1, 2025 - PresentLeading high-volume customer service teams; coaching and performance management; driving KPI improvements including CSAT, FCR, and AHT; fostering team engagement and growth.
Customer Service Representative at Teleperformance Malaysia
March 1, 2024 - January 31, 2025Assisted advertisers on one of the largest social media platforms, delivering customer service and support.
Senior Quality Analyst at Sequential Tech
February 1, 2023 - January 31, 2024Conducted random internal call audits, grievance checks, low-score evaluation analyses, and AHT analyses to identify improvement opportunities.
Quality Analyst at StarTek Philippines, Inc
December 1, 2021 - January 31, 2023Audited calls, sent reports, and conducted call listening sessions with clients to ensure frontline excellence and issue resolution.
Activations Agent at T-Mobile
January 1, 2021 - November 30, 2021Assisted dealers and customers in activating services; processed port-in requests for mobile numbers.
Customer Service at Walmart.com Customer Service, StarTek Philippines, Inc
April 1, 2019 - January 31, 2021Answered inbound calls; handled inquiries related to online orders; processed returns and refunds; assisted with order placement.
Customer Service Representative/Technical Support at StarTek Philippines, Inc
January 1, 2017 - April 30, 2019Answered billing queries; performed basic troubleshooting; resolved technical issues; managed high-volume calls and documented outcomes.
Education
Bachelor of Early Childhood Education at University of Makati (UMAK)
May 1, 2021 - June 1, 2026Qualifications
Industry Experience
Telecommunications, Retail, Media & Entertainment, Education, Professional Services
Experience Level
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