Arjo Principio

Results-driven Associate Team Manager with over 4 years of leadership experience in high-volume BPO environments. Proven track record of managing diverse teams of 20+ agents, consistently hitting Sales and CSAT targets. Recognized as Top Team Manager of the Year (2025) for excellence in workforce management and behavioral coaching.

Associate Team Manager - Sutherland

(2025-03)

• Directs a high-performing team of 20 agents, driving performance in a dual-focus Sales and Customer Care campaign.
• Spearheaded "Behavior-Based Coaching" sessions in collaboration with Account Managers, resulting in improved agent soft skills and conversion rates.
• Designs and executes interactive PowerPoint presentations and team-building activities to maintain high morale.

Associate Team Manager - Foundever (formerly Sitel)

(2021-06 - 2025-04)

• Awarded "Top Team Manager for Year 2025" for maintaining highest CSAT and scorecard rankings.
• Successfully managed the transition and maintenance of Work-from-Home (WFH) setups, ensuring zero downtime.
• Developed tailored coaching frameworks to improve agent service quality while managing attendance and disciplinary protocols.

Reservation Officer - Highland Bali Villas Resort

(2020-01 - 2020-08)

• Secured the resort's largest single event reservation to date, valued at 1,000,000 PHP.
• Built and maintained a centralized reservation database, improving tracking efficiency for phone, social media, and email inquiries.

Bachelor of Science - Tourism Management - Polytechnic University of the Philippines (2020)