Team Manager | Amazon| Meta Ads | Travel Rental | Airbnb

ARJAY

ID Verified
800/mo
Caloocan, Metro Manila, Philippines
Looking for Full-time
8 hours/day
Availability: Asia timezone

Profile Description

Detail-oriented Customer Support Specialist with 8+ years in BPO operations, including 4+ years in team leadership handled account like Amazon Retail, Meta Ads, Travel, Vacation rental and Airbnb. Experienced in handling complex escalations, coaching, and enforcing SOPs. Skilled in structured workflows, repetitive task management, and process improvement, with knowledge in Sales Funnel Automation, The Artificial Intelligence for Communities Workshop, and Lean Six Sigma principles. Known for mai...

Top Skills

Email Support · 8 yearsExcel (Advanced) · 8 yearsLive Chat Support · 8 yearsPhone Support · 8 yearsB2C Sales · 4 years

Skills & Expertise

E-commerce & Marketplace

Amazon FBABeginner

Data & Analytics

Excel (Advanced)Expert
Google Sheets (Advanced)Advanced
Power BIAdvanced
TableauAdvanced
MetabaseAdvanced

Design & Creative

CanvaIntermediate
Adobe PhotoshopIntermediate

Customer Success

Live Chat SupportExpert
Email SupportExpert
Phone SupportExpert

Finance & Accounting

QuickBooksBeginner
BookkeepingBeginner
Risk ManagementBeginner

Human Resources

TimekeepingAdvanced
PayrollAdvanced
RecruitmentIntermediate

Marketing & Growth

Meta Ads (Facebook/Instagram)Advanced
ChatGPT for MarketingIntermediate

Real Estate Operations

AirbnbIntermediate

Sales & Business Development

B2C SalesAdvanced
SalesforceAdvanced
B2B SalesIntermediate
Cold CallingBeginner
Sales Funnel ManagementBeginner
Lead GenerationBeginner
PipedriveBeginner

Specialized Skills

Employee RelationsAdvanced
Performance ManagementAdvanced
Coaching & MentoringAdvanced
Mental Health SupportAdvanced

Virtual Assistance & Admin

Email ManagementAdvanced
JiraAdvanced
NotionBeginner

Work Experience

Team Leader

Concentrix

May 2021 - Feb 2026

Key Achievements:

Consistently exceeded team KPIs - Led a team of 15 agents to surpass performance targets in NPS by 13%. Improve team productivity - Implemented coaching and workflow strategies that increased efficiency and reduced handling time by 8%. Coaching and Mentoring - conducted one on one and group coaching sessions, successfully upskilling team members and improving overall performance metrics. RCA and problem solving - identified recurring issues in team performance, developed targeted interventions and resolved bottlenecks, leading to measurable improvements. Reporting insights - Prepared regular performance reports and presented actionable insights to management, contributing to strategic deceisions. Enhanced customer experience - Supported agents in delivering superior service, helping improve customer satisfaction score and retention.

Google Sheets (Advanced)TableauMetabaseExcel (Advanced)Power BIEmail SupportAirbnbTimekeepingMeta Ads (Facebook/Instagram)Performance ManagementCoaching & MentoringMental Health SupportEmployee RelationsJira

Team Leader Trainee

Concentrix

Aug 2020 - May 2021

SME

Concentrix

Sep 2018 - Aug 2020

CSR

Concentrix

Oct 2017 - Sep 2018

Quick Stats

Age35 years
English LevelFluent
ID VerificationVerified
Portfolio
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Certifications

THE ARTIFICIAL INTELLIGENCE FOR COMMUNITIES WORKSHOP
Lean Six Sigma Yellow Belt
Virtual Assistant - Short-Term Rental Management

Education

Bachelor's Degree

University of Southern Mindanao

2013 - 2017