Team Leader - TaskUs - Batangas City, PH
(2025-11 - 2026-02)
- Lead and supervise a 15-member support team, overseeing daily operations, ticket queues, and adherence to performance and SLA targets.
- Deliver one-on-one coaching and technical skill development to improve first-contact resolution and reduce repeat escalations.
- Manage attendance, scheduling, and reporting using workforce management and reporting tools.
- Partner with leadership to resolve complex customer and technical escalations, ensuring timely root-cause resolution.
- Foster a collaborative, solutions-focused team culture across phone and email support channels.
Subject Matter Expert - TaskUs - Batangas City, PH
(2025-01 - 2025-11)
- Handled advanced escalation calls, diagnosing and resolving complex technical and account issues while coaching teammates on troubleshooting procedures.
- Managed refunds, service recovery, and CRM record updates in compliance with company and data-handling policies.
- Identified and implemented process improvements that streamlined issue resolution and improved team performance.
Teammate - TaskUs - Batangas City, PH
(2024-02 - 2025-01)
- Processed customer orders, payments, returns, refunds, and exchanges across multiple support and order-management systems.
- Resolved customer inquiries and technical issues via phone and email, maintaining accurate CRM documentation.
- Logged and tracked customer interactions and case resolutions to support quality assurance and compliance reviews.
Teammate - TaskUs - Batangas City, PH
(2022-12 - 2023-01)
- Provided customer support across phone, email, and social media channels, resolving order, payment, and account issues.
- Maintained CRM records of customer interactions, transactions, and case resolutions.
- Reviewed social media content for policy compliance, documenting moderation actions and outcomes.
Intern (320 hrs) - ERovoutika Electronics Robotics Automation - Makati City, PH
(2022-03 - 2022-05)
- Researched, wrote, and edited technical documentation for engineering and robotics projects.
- Designed graphics and edited video content to support technical product and marketing communications.
- Hosted webinars and live events, presenting technical product information and answering audience questions.
- Followed brand, style, and technical documentation standards across all content and deliverables.
