Albern Albeos

Call Center Team Leader with 7+ years of supervisory experience in BPO operations for telco and technical accounts. Proven track record in leading high-performing teams, improving customer satisfaction, and driving sales and service KPIs. Skilled in tech support, escalations management, coaching, training, and process optimization. Consistently improves quality scores and operational efficiency. Recognized as Top Team Leader (2024).

Team Leader - Asurion

(2026-01 - 2026-05)

• Supervised technical and sales support teams, driving customer satisfaction, resolving escalated issues, monitoring performance, and improving processes to meet operational goals.

Team Leader - Dexcom

(2024 - 2025)

• Led a technical support team to ensure fast issue resolution and excellent customer service, while monitoring performance, handling escalations, and driving process improvements to meet SLAs.

Team Leader - Foundever

(2023 - 2024)

• Led a chat and voice team for a financial account, improving accuracy, compliance, and customer satisfaction. Coached agents, handled escalations, monitored performance, and partnered with management to enhance processes and meet SLA/KPI targets.

Team Leader - Concentrix

(2017 - 2023)

• Responsible for leading the team and handling supervisory calls to ensure customer satisfaction, while facilitating teach-backs and team discussions for effective account learning, developing training modules for new hires, and coaching specialists toward optimum performance and eventual regularization.

Customer Service Specialist - Concentrix

(2013 - 2017)

• Supported Sprint customers with billing and device issues, resolving concerns quickly, maintaining 100% satisfaction, and communicating clearly with empathy.

Bachelor's Degree - General Business Management - Cebu Institute of Technology (2018)

High School Diploma - Carmen National HighSchool (2007)

Elementary Certificate - West City Central HighSchool (2003)