Kristopher Erald Tinio

Customer Service and Operations Leader with 10+ years of experience spanning BPO leadership, training management, and client communication. Skilled in handling high-volume customer interactions, managing teams of 45–55 employees, and driving performance improvements across mobility, financial, and telecommunications accounts. Adept at using CRM tools such as Salesforce and HubSpot to streamline processes and deliver measurable results.

Thrives in remote work environments with proven discipline, adaptability, and a strong focus on client satisfaction.

Team Lead at CoverDesk Philippines (2026-03 – 2026-06)

• Directed a team of 45 Virtual Assistants supporting insurance clients.
• Oversaw daily productivity and attendance, ensuring SLA compliance.
• Conducted monthly client meetings to review performance and implement improvements.
• Coached VAs based on client feedback, increasing service quality scores.

Training Manager at Manila DGBPO Corp. (2024-12 – 2025-12)

• Managed 45 CPR/First Aid Trainers across Australia and offshore teams.
• Oversaw training logistics, payroll, and invoice tracking.
• Monitored KPIs and implemented coaching strategies, improving trainer performance.
• Updated training materials and provided real-time support to trainers.

Technical Sales Agent at TaskUs (2024-05 – 2024-10)

• Handled high-volume inbound sales calls, consistently meeting sales targets.
• Delivered tailored product recommendations, achieving strong satisfaction scores.
• Ranked among top agents for conversion and customer retention.

Team Manager at PSG Global Solutions (2021-12 – 2023-12)

• Led recruitment team through sourcing, screening, and selection processes.
• Streamlined workflows, reducing turnaround time by 20%.
• Conducted performance reviews and coaching to improve recruiter efficiency.

Team Manager at Alorica (2021-03 – 2021-12)

• Managed Relationship Managers supporting a major US financial account.
• Ensured KPI achievement through targeted coaching and reviews.
• Resolved escalations, improving client satisfaction scores.

Nesting Coach at Alorica (2019-05 – 2021-03)

• Guided new hires transitioning to operations, improving retention rates.
• Delivered real-time coaching, increasing proficiency scores.
• Adapted training delivery to virtual platforms during the pandemic.

Relationship Manager at Alorica (2017-10 – 2019-05)

• Served as primary contact for client accounts, handling escalations with empathy.
• Consistently met service and performance metrics.
• Strengthened client relationships through proactive communication.

Customer Service Representative / Technical Support Representative / Sales Representative at Various Companies (2010-01 – 2019-12)

• Gained extensive frontline experience in customer service, technical support, and sales across multiple accounts.
• Full declaration of roles and responsibilities available upon request.

Bachelor of Science in Mass Communication – Emilio Aguinaldo College