Senior Customer Support & Operations Expert

Overview

Looking for full-time work (8 hours/day)

at $9.00/hour ($1,584.00/month)

Bachelors degree

Last Active

February 24th, 2025 (today)

Member Since

September 1st, 2020

Profile Description

Customer support leader with more than 13 years of experience managing teams, optimizing workflows, and improving service efficiency. Skilled in team leadership, KPI management, and process optimization to enhance customer satisfaction and operational performance. Proven track record of streamlining support operations, coaching teams, and driving service excellence.


Professional Experience:

Operations Supervisor at Phoenix Management | Dec 2021 – Dec 2024  
- Led the onboarding and branding department, ensuring smooth integration of new clients and maintaining brand consistency.
- Spearheaded end-to-end onboarding processes, optimizing workflows to improve efficiency and elevate client satisfaction.
- Designed and executed branding strategies that strengthened company identity and expanded market presence.
- Aligned cross-functional teams to ensure brand messaging and client onboarding met business objectives.
- Developed and led training programs that empowered employees to represent the company’s brand and values effectively.

Director of Delivery at Axiom International | Feb 2018 – Nov 2021  
- Led end-to-end software license delivery and customer support operations for Axiom and its sister company, LinkTek. 
- Streamlined delivery workflows, improving efficiency and reducing errors in license creation and distribution. 
- Collaborated with cross-functional teams to enhance service delivery, ensuring alignment with client needs and business goals. 
- Supported sales processes by ensuring timely and accurate license delivery, contributing to client retention and revenue growth. 

Customer Support Supervisor at Convergys | May 2011 – Jan 2018 
- Supervised a team of customer support representatives, providing technical assistance for Microsoft products, including Office software and Xbox.
- Implemented process improvements that enhanced customer satisfaction and team efficiency. 
- Monitored and analyzed performance metrics, providing coaching and feedback to drive team success. 
- Played a key role in resolving complex customer issues, ensuring a positive client experience.


Education:
Bachelor of Science in Business Management | San Beda University | Graduated 2011