Francis John Hendrix E. Sembrano

Results-driven Operations Team Leader with strong expertise in customer service, quality assurance, and team management within the BPO and financial services industry. Proven track record in leading high-performing teams, improving operational efficiency, and delivering exceptional customer experience in fast-paced environments. Skilled in coaching, performance management, and process improvement.

Team Leader, Operations - CONCENTRIX PHILIPPINES - SM Clark, Angeles City, Pampanga, Philippines

(2022-02)

• Lead and manage operational teams to achieve performance targets and service-level agreements.
• Monitor team productivity, attendance, and overall performance through data-driven analysis.
• Conduct regular coaching sessions, performance evaluations, and development planning.
• Collaborate with cross-functional departments to improve customer experience and operational efficiency.

Senior Quality Evaluator - CONCENTRIX PHILIPPINES - SM Clark, Angeles City, Pampanga, Philippines

(2020-10 - 2022-01)

• Evaluated customer interactions to ensure compliance with company standards and client requirements.
• Assisted in identifying process gaps and opportunities for operational improvement.
• Prepared quality reports and performance analyses for management review.

Customer Service Representative - CONCENTRIX PHILIPPINES - SM Clark, Angeles City, Pampanga, Philippines

(2019-09 - 2020-10)

Delivered exceptional customer service by handling inquiries, complaints, and account concerns efficiently.

Customer Service / Web Specialist / Fraud Escalation Representative - IQOR (RMS COLLECT PHIL. INC.) - Financial Account – Credit One Bank

(2016-10 - 2019-09)

• Assisted customers with account-related concerns, online services, and fraud-related issues.
• Managed fraud escalations and ensured prompt investigation and resolution of suspicious activities.

Customer Service Representative - I-GLOBAL BUSINESS SOLUTION INC. - Lourdes, Minalin, Pampanga

(2016-07 - 2016-09)

• Assisted customers with inquiries and provided professional support services.
• Maintained customer satisfaction through effective communication and timely issue resolution.

Accounting Clerk - MERCURY DRUG CORPORATION - Robinson's Place, Balibago, Angeles City

(2010-07 - 2015-09)

• Processed financial and accounting transactions accurately and efficiently.
• Assisted in maintaining records, reports, and documentation for daily operations.

Bachelor-Level Studies - Computer Science - Asian Institute of Computer Science (2005 - 2008)