Glefer Simeon

Results-driven Operations Leader with over 9 years of progressive experience in BPO, customer service, and quality assurance. Adept at leading high-performing teams, driving operational excellence, and developing performance-based strategies that exceed client KPIs. Known for exceptional people development, data-driven decision-making, and a strong ability to communicate across all organizational levels.

Credit Repair Resolution Specialist at Credit Clerk LLC (2024-04 – 2026-07)

• Reviewed client credit reports from Experian, Equifax, and TransUnion.
• Identified inaccurate, unverifiable, obsolete, duplicated, and misleading accounts eligible for dispute.
• Prepared customized dispute letters following FCRA guidelines.
• Processed disputes through Credit Repair Cloud.
• Updated client records and documented every dispute cycle.
• Monitored dispute responses from credit bureaus and creditors.
• Scheduled follow-ups and managed dispute timelines.
• Communicated with U.S.-based clients regarding account progress.
• Maintained confidentiality of sensitive financial information.
• Assisted clients in understanding dispute results and next steps.
• Managed over 250 active client files monthly.
• Maintained 98% documentation accuracy.
• Reduced processing turnaround time by 25%.
• Achieved consistently positive client satisfaction ratings.

Operations Team Manager at Full Potential Solutions – Davao (2023-01 – 2024-05)

• Managed a cross-functional team supporting chat and email inquiries for Albert clients.
• Drove performance through weekly KPI coaching sessions, focusing on NPS, AHT, and compliance.
• Led WBR, MBR, and QBR presentations by providing in-depth data and analysis.
• Created internal tools and QA forms to track behaviors and enhance performance outcomes.
• Partnered with training teams for new hire onboarding and process alignment.
• Championed action plans that consistently improved team metrics and morale.

Floor Manager at Awesome OS (2022-03 – 2022-12)

• Directed teams handling billing/collections inquiries for a major healthcare brand via voice and email.
• Provided training, coaching, and actionable insights based on client KPIs and trend analysis.
• Worked closely with clients and internal stakeholders to ensure service delivery exceeded expectations.

Operations Senior Team Lead at Awesome OS (2022-01 – 2022-03)

• Mentored Team Leads and front-line agents, fostering high-performance and career development.
• Initiated process documentation and reporting improvements for internal use and client transparency.

Operations Team Lead at Awesome OS (2021-05 – 2021-12)

• Managed claims and refund processes for medical reimbursements.
• Provided support to members on healthcare-related concerns (billing and collections).
• Maintained customer records and conducted service data analysis.
• Led and coached team members to ensure consistent service excellence.
• Handled direct client interactions and escalations.

Quality Assurance Specialist Lead at Siblings International Business Solution – Davao (2020-02 – 2021-05)

• Oversee QA team performance and reporting, delivered accurate QA calibrations, and facilitated client alignment.
• Led calibration and operations listening sessions to improve service quality and compliance.

Quality Assurance Specialist at iQor – Davao (2018-07 – 2020-01)

• Delivered quality audits, provided trend insights, and participated in regular calibrations.
• Supported frontline teams through feedback and best practice sharing.

Quality Assurance Analyst at VXI Global Solutions (2016-04 – 2018-06)

• Monitored and evaluated service delivery to ensure quality standards.
• Identified process gaps and recommended actionable improvements.
• Conducted regular performance assessments and feedback sessions.

Technical Support Representative at VXI Global Solutions (2015-04 – 2016-03)

Customer Service Representative at Teleperformance Philippines (2014-12 – 2015-03)

BSED MAPEH in MAPEH – University of Mindanao – Digos College (2014)