2013
Computer-Science
Asian Institute of Computer Studies
More Info About Me
Accomplished BPO Team Leader and Technical Support Specialist with over 10 years of experience driving operational excellence across the customer service, tech, and financial sectors. Proven track record of leading high-performing teams, optimizing workflows through Lean Six Sigma methodologies, and integrating Generative AI to boost service efficiency. Recognized as a top-producing leader who balances rigorous KPI management with real-time coaching to ensure total quality compliance and client satisfaction.
My Skills and Competencies
Social Media Management
Graphic Designer
Data Entry
Content Creator
Certificates
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My Experience and Education
2022
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2026
Genpact
(Process Developer TSL)
Supervise team operations to ensure 100% compliance with quality standards and procedural requirements.
Provide Tier 1 and 2 lead support for account recovery, chat and email support, and content moderation units.
Set performance expectations and develop targeted action plans to meet and exceed monthly delivery goals.
Leverage Generative AI and digital tools to enhance team reporting accuracy and service efficiency.
2019
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2022
iQor
(Senior Agent)
Resolved complex supervisor-level customer issues and advanced technical hardware/network failures.
Provided real-time technical and operational guidance for AT&T/DIRECTV support teams.
Managed high-volume inbound payment and collections.
Handled technical support and dispatch scheduling.
2016
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2018
CONCENTRIX
(Collections Associate II / Customer Care)
Managed high-volume retail banking inquiries and outbound collections for loans and card services.
Negotiated mutually beneficial payment plans with delinquent accounts, successfully reducing outstanding debt balances.
My Services
Social Media Management
Analyzing engagement data, identifying trends in customer interaction and planning digital campaigns to build community.
Data Entry / Web Researcher
Search the Internet for information on a wide variety of topics.
Content Creator
Promote companies' products and services by developing copy for websites, social media, marketing materials.