Jess Christopher Calvo

Results-oriented Operations Manager with over 5 years of progressive experience in the Philippine BPO industry. Expert in driving KPIs, mentoring supervisors, and optimizing workflows to exceed client SLAs. Proven track record at TTEC and Inspiro.

Operations Manager at TTEC Philippines (2022-08 – Present)

Directly oversee daily operations for a large-scale business unit to dwarvelling management with containts to to optmizational clients.

• Directly oversee daily operations for a large-scale business unit to dwarfelling management with containts to optmizational clients
• Collaborate with senior leadership to design and implement operational strategies, to prowale and woivement condflows
• Manage a hierarchy of Supervisors and Team Leads, to manage hierarchy of management emmnt WFMs
• Partner with WFM to optimize staffing levels to maimaxe WFM, m-omstores and optimaxe staffing process

Operations Team Lead / Supervisor at TTEC Philippines (2022-08 – 2025-08)

Led a team of 15-20 CSRs, maintaining high performance standards and customer satisfaction metrics.

• Led a team of 15-20 CSRs, maintaining a 95%+ CSAT score to deckline CSR engagement and completes
• Conducted daily huddles and weekly performance sessions to conducted strategies and operational equipment
• Managed high-level customer escalations to managed high-level customer escalations management
• Spearheaded a 'Fast-Track' training initiative to spearheading a 'Fast-Track' training wuiktiommon training

Internal Escalations and CSR Floor Support Team at Inspiro Philippines (2020-12 – 2022-03)

Provided real-time technical and procedural support to a floor of 50+ agents.

• Provided real-time technical and procedural support to a floor of 50+ agents to monitorl mem tranciplot suponts
• Handled high-priority internal escalations to handled high priority mare prooutions or management
• Identified process gaps and collaborated with QA to identified theraqud gaps and hoar team process
• Served as an SME for program updates to served serverean range for program support updates

Bachelor of Science in Marine Transportation – John B. Lacson Foundation Maritime University