Team Leader – Customer Support Operations - TaskUs - Philippines
(2025-02 - 2026-02)
AI Campaign – Non-Voice
- Led a team of 15–20 Customer Service Representatives, ensuring consistent achievement of KPIs, SLAs, and CSAT targets
- Delivered structured coaching and performance management, improving QA scores, productivity, and agent engagement
- Monitored real-time performance metrics (AHT, FCR, CSAT) and implemented action plans to address gaps
- Designed and optimized standard operating procedures (SOPs) to improve workflow efficiency and service delivery
- Built and maintained performance dashboards and reports using Excel to track daily, weekly, and monthly results
- Managed customer escalations and complex issue resolution, ensuring timely and satisfactory outcomes
- Partnered with training, QA, and operations teams to improve onboarding, knowledge transfer, and continuous improvement initiatives
- Increased team productivity and SLA compliance through targeted coaching and performance tracking
- Improved quality assurance (QA) scores and customer satisfaction (CSAT) across the team
- Reduced escalation rates by implementing proactive support strategies
- Developed reporting tools adopted by multiple teams to improve visibility and decision-making
Subject Matter Expert (SME) – Technical & Customer Support - TaskUs - Philippines
(2023-05 - 2025-02)
AI Campaign – Non-Voice
- Acted as primary escalation point for complex technical, billing, and account-related issues
- Delivered advanced technical support for AI-based products, improving resolution time and customer experience
- Provided real-time agent support via Slack and internal tools, enhancing first contact resolution (FCR)
- Conducted floor support, knowledge-sharing sessions, and training to improve team performance
- Assisted with new hire onboarding and upskilling programs
- Awarded Top 1% Performer (2024) across TaskUs Southside cluster
- Reduced average resolution time by 20% through improved troubleshooting workflows
- Increased first contact resolution (FCR) and agent confidence through real-time support
- Contributed to faster onboarding and improved new hire performance
Customer Service Representative – Technical Support - TaskUs - Philippines
(2022-10 - 2023-05)
AI Campaign – Non-Voice
- Provided email-based customer support for AI products, including technical troubleshooting and billing inquiries
- Resolved refunds, subscription issues, and account concerns in a high-volume environment
- Maintained strong performance in quality, productivity, and customer satisfaction metrics
- Consistently exceeded KPIs, QA scores, and productivity targets
Customer Service Representative (Chat Support) - Ibex Global - Philippines
(2021-11 - 2022-01)
- Delivered real-time chat support for customer inquiries and order tracking
- Ensured accurate and timely communication to enhance customer satisfaction
Executive Secretary / Sales Coordinator - Salehiya Trading Company - Riyadh, Saudi Arabia
(2009-06 - 2021-06)
Pharmaceuticals – Government Sales
- Supported sales operations, procurement, and vendor management processes
- Managed purchase orders (POs), RFQs, and contract documentation
- Coordinated executive communications, calendars, and reporting
- Maintained accurate data tracking, reporting, and database management
- Improved operational efficiency through process optimization and data organization
- Enhanced vendor coordination and tracking accuracy
- Supported long-term government sales operations and compliance processes
Secretary - Al Safa Co. Ltd. - Riyadh, Saudi Arabia
(2008-09 - 2009-05)
- Provided administrative and operational support, including documentation and reporting
- Managed internal and external communications and data entry
