Operations Support | Customer Experience Leader | Escalation & Team Management Specialist

Verified

$6/hr

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Outline

Looking for Full-Time work (5 hours/day) at $6/hour

Associate Degree

English proficiency Conversational

Professional Summary

Skilled Team Leader with over 13 years of experience in handling teams for e-commerce, fintech and back offices.

Skills & Experience

Skills

Operations & Administration 10+ Years

Experience highlights

Team Leader

Intelegencia BPO LLC · March/2026 – /

Managing back-offices teams that handle fitment mapping, estimators, service tickets, and virtual assistants. Mixed of onsite and remote team members. Acting as their liaison to their clients.

CSR | SME | Team Leader Intern

Movate Philippines, Inc. · October/2024 – Present

Handling inbound calls, assisting issues related to lost/stolen cards, card activation and fraud activity concerns.
Mentored new hires and handled escalation calls as SME.
Managed a team of 15 direct reports as team leader, managing service level, direct reports' KPI and AHT.

CSR | Escalation Specialist | Team Manager

Alorica Teleservices Inc · October/2012 – Present

Handling inbound calls for e-commerce/retail, assisting concerns related to customers' account, billing, subscriptions, placing an order, order tracking, returns and refunds.

Handled escalation calls and making sure they are resolved timely.

Managed team of 15-20, coaching and mentoring, developing people and ensuring they always meet their KPI goals. SL management.

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