Jessa Espino

Results-driven customer service and helpdesk professional with over 17 years of experience, including ten years in technical support and seven years in leadership and management. Proven expertise in client relationship management, ITIL-based service delivery, process improvement, performance management, and team development through coaching and mentoring. Strong critical thinker with exceptional problem-solving, communication, and interpersonal skills, recognized for driving operational excellence, improving customer outcomes, and building high-performing teams.

Awarded Best

Manager for outstanding performance in quality assurance and sales.

Associate Manager, Operations - Tech Mahindra - Canada

(2024-04 - 2025-10)

• Led process improvement initiatives to enhance service quality and sales performance by analyzing workflows, identifying improvement opportunities, collaborating with cross-functional teams, managing risks, supporting change implementation, and monitoring performance through reporting and continuous improvement, resulting in increased operational efficiency and higher sales performance.
• Managed and supported a team of Team Leaders by fostering open communication, setting clear performance goals, providing the necessary resources, and delivering ongoing coaching and mentoring to drive team success.
• Developed and implemented processes for attendance and leave tracking, performance management, and feedback delivery in accordance with client requirements and organizational standards.

Team Leader / Customer Service Supervisor - Tech Mahindra - Canada

(2022-04 - 2024-04)

• Promoted to Associate Manager, Operations in recognition of strong leadership, operational performance, and contributions to service excellence.
• Ensured key performance indicators (KPIs) were consistently achieved by monitoring performance and providing team members with the training and resources needed to perform their roles effectively.
• Developed employees' skills, performance, and professional growth through regular coaching, mentoring, and team huddles, fostering a culture of continuous learning and accountability.

Customer Service Representative - Tech Mahindra - Canada

(2022-01 - 2022-04)

• Promoted to Team Leader in recognition of strong performance, leadership potential, and consistent delivery of operational excellence.
• Hired by Aerotek ULC in September 2021 and transitioned to Tech Mahindra as a full-time employee.

Technical Escalations Team Leader / Home Phone Service Delivery Engineer / Helpdesk - Orchid CyberTech Services, Inc. - Philippines

(2011-08 - 2021-07)

Promoted from Home Phone Service Delivery Engineer

• Led escalation management for complex home phone service issues, ensuring timely resolution and restoration of services in alignment with SLA targets.
• Provided advanced technical troubleshooting and operational support for service delivery processes, improving overall service reliability and customer satisfaction.
• Collaborated with cross-functional technical teams to resolve high-priority incidents and maintain consistent service quality standards.
• Drove continuous improvement initiatives in escalation workflows and support processes to enhance efficiency and service effectiveness.
• Joined as a Helpdesk Support Representative, providing technical support across multiple service areas, and was promoted to Home Phone Service Delivery Engineer.

Bachelor of Science - Computer Science - University of St. La Salle (Philippines) (2004-06 - 2009-05)

Diploma - Addiction and Community Support Worker - MTG Healthcare Academy (2025-12 - 2026-11)