Jofer Angara

Customer Support Team Leader and Subject Matter Expert with 3+ years of experience in AI-enabled customer support, technical support, and operations leadership, plus 10+ years in administrative and sales coordination. Proven track record in team leadership, KPI management, SLA performance, and process improvement in high-volume, fast-paced environments. Recognized as a Top 1% performer for driving customer satisfaction (CSAT), first contact resolution (FCR), and operational efficiency.

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

Associate in Computer Science - Computer Science - Pamantasan ng Lungsod ng Maynila