Senior Team Manager | Customer Support | Operations SupportSenior Team Manager | Customer Support | Operations Support
Ma.
ID Verified$1,400
per month
($8/hour)
Profile Description
I believe I’m a great fit for a Personal Assistant role because I bring over 10 years of BPO experience, including leadership and operations management, where I’ve had to manage multiple priorities, coordinate with different people, handle sensitive and time-critical tasks, and make sure nothing falls through the cracks. I’m highly organized, proactive, and comfortable working independently. I’m also experienced with customer communication, scheduling, email and task management, reporting, and ...
Top Skills
Skills & Expertise
Skill Levels Explained:
💡 Hover over any skill level to see exact years of experience
Virtual Assistance & Admin
Customer Success
Data & Analytics
Sales & Business Development
Work Experience
Senior Team Manager
FPS Tech Philippines
Mar 2025 - Aug 2026
Key Achievements:
Managed and coached a team of customer service professionals, driving performance against KPIs and business goals. Monitored key metrics such as AHT, adherence, attendance, productivity, and customer experience. Handled escalations, performance concerns, and complex customer issues while ensuring timely resolution. Conducted coaching sessions, performance reviews, and action plans to improve individual and team performance. Partnered with Workforce Management, Quality, Training, and other support teams to address operational gaps. Led daily operations, ensuring proper staffing, workflow, and smooth business continuity. Identified process gaps and implemented improvements to increase efficiency and service quality. Promoted into an Operations Manager-level role, taking broader ownership of business operations and team performance.