Joan Villas

Results-driven Team Leader with 5+ years of direct team leadership experience in BPO, insurance, and call center environments. Proven track record in coaching and managing high-performing remote teams, monitoring KPIs, handling escalations, and driving customer service excellence. Skilled in appointment setting, multitasking, and cross-functional communication in fast-paced, graveyard-shift operations.

Adept at CRM tools, Google Workspace, and remote work technologies. Committed to full-time, long-term engagement with a home office setup ready for immediate deployment.

Assistant Manager / Team Leader - WNS – Zurich CoverMore (BPO)

(2021-01 - 2026-12)

• Directly led and coached a team of 13 sales and customer service professionals in a BPO call center environment, improving overall KPIs by 80% through targeted performance monitoring and individual coaching sessions.
• Conducted regular one-on-one coaching, performance reviews, and team huddles to maintain service quality standards and exceed client SLAs.
• Managed escalated customer interactions with empathy and efficiency, reducing customer churn by 60% and significantly boosting brand loyalty and retention metrics.
• Partnered with QA and training teams to develop and roll out process improvement initiatives, ensuring consistent quality across the team's customer interactions.
• Executed sales strategies and appointment follow-ups, sustaining high conversion rates and contributing to consistent revenue growth.
• Prepared performance reports, monitored real-time queue metrics, and relayed key insights to senior management for data-driven decision-making.

Claims Manager - WNS – NRMA Motor Insurance (BPO)

(2018-01 - 2021-12)

• Supervised end-to-end claims processing for Australian insurance clients, ensuring team adherence to compliance standards and service quality benchmarks.
• Maintained accurate CRM records and case documentation throughout high-volume claims cycles while supporting team members with complex case handling.
• Identified and escalated suspicious claims, contributing to fraud detection and risk mitigation for the client's insurance portfolio.

Cold Caller / Appointment Setter (Freelance) - Real Estate & Software Co.

(2020-01 - 2022-12)

• Generated qualified leads and booked client appointments via outbound calling, consistently exceeding daily and weekly performance targets.
• Maintained organized CRM pipelines and contact records to ensure accurate tracking and timely follow-ups for the sales team.
• Built rapport with prospects through personalized communication, improving conversion rates and reducing no-show rates on scheduled appointments.

Escalation / Retention Specialist - Virgin Mobile Canada (BPO)

(2015-01 - 2016-12)

• Resolved complex, high-sensitivity customer cases for a major Canadian telecom client, applying retention strategies that measurably reduced churn.
• Consistently maintained high customer satisfaction scores through empathetic communication and swift, solution-oriented issue resolution.

Fraud Analyst - Synchrony

(2016-01 - 2016-12)

• Investigated suspicious financial transactions through data analysis, preventing fraudulent losses and ensuring policy compliance.
• Collaborated with cross-functional teams to refine fraud detection workflows, improving case resolution efficiency and accuracy.

ESL Tutor (Freelance) - Rarejob Philippines

(2017-01 - 2018-12)

• Delivered structured English language lessons to Japanese students, demonstrating strong communication skills and adaptability across diverse learner profiles.

BS Commerce - Banking & Finance - Saint Paul Business School of Leyte