Lino Gutual
Results-driven BPO Team Manager
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About
Results-driven BPO Team Manager with 11+ years of experience in the Business Process Outsourcing industry, including 7+ years in leadership roles across Financial and Telecommunications accounts. Experienced in driving operational excellence through performance management, coaching, employee engagement, and client collaboration. Skilled in improving KPIs, mentoring Team Leaders, conducting business reviews, and implementing performance improvement plans.
Lean Six
Sigma trained with a strong commitment to delivering exceptional customer experience and business results.
Experience
Team Manager - Moder Solutions
(2025-01 - 2026-01)
Financial LOB
- Managed and supervised a team of 8–10 customer service representatives.
- Conducted regular call monitoring, coaching sessions, and performance evaluations.
- Developed action plans to improve agent productivity, quality, and attendance.
- Collaborated with Operations Managers to drive business and performance improvements.
- Conducted weekly business reviews with internal stakeholders and clients.
- Mentored Team Leaders to strengthen leadership capabilities and operational performance.
- Managed administrative tasks, reports, and email communications.
Production Team Leader - Concentrix Corporation
(2021-04 - 2024-05)
Financial & Telecommunications LOB
- Led a team of 8–10 customer service representatives.
- Conducted coaching sessions based on quality assurance evaluations and performance metrics.
- Monitored daily KPIs including productivity, quality, attendance, and customer satisfaction.
- Delivered performance feedback and implemented improvement plans.
- Participated in weekly operational meetings to discuss business updates and team performance.
- Supported employee development through coaching and mentoring.
Production Team Leader - Tech Mahindra (V Customer)
(2019-10 - 2021-03)
Telecommunications LOB
- Managed a team of 12–15 customer service representatives.
- Conducted performance coaching and call quality monitoring.
- Identified performance gaps and implemented action plans.
- Prepared reports and handled administrative responsibilities.
- Collaborated with Operations Leaders to achieve service level and business objectives.
Subject Matter Expert (SME) - Telstra (TeleTech)
(2016-03 - 2018-01)
Telecommunications LOB
- Provided floor support and guidance to customer service representatives.
- Assisted Team Leaders in improving agent performance.
- Conducted coaching sessions and call calibrations.
- Monitored quality and compliance with company standards.
- Assisted in process improvement initiatives and new hire support.
Customer Service Representative / Tier 2 Escalation Support - Convergys Corporation (Sprint Telecommunications)
(2011-01 - 2016-02)
- Handled Tier 2 escalations involving billing, technical support, and customer service.
- Resolved complex customer concerns while maintaining high customer satisfaction.
- Assisted customers with mobile and internet account setup.
- Provided troubleshooting for mobile and internet connectivity issues.
- Ensured adherence to quality standards and service level agreements.
Education
Bachelor of Science - Information Technology - University of Cebu
