Marie Jane Dayo

Results-driven Team Leader with 10+ years of experience in customer service and operations management within the BPO industry. Demonstrated success in managing team performance, coaching agents, and collaborating with clients to consistently meet and exceed KPIs. Seeking a Virtual Assistant role to apply proven organizational, communication, and leadership skills in a remote environment. Recognized for integrity, professionalism, and a commitment to high-quality outcomes.

Team Leader – XR (AR/VR) Data Annotation & Content Integrity - TaskUs - Antipolo

(2022-08 - 2025-12)

• Led and supervised a team of AR/VR data annotators and content integrity specialists, ensuring productivity, quality, and policy compliance.
• Monitored team attendance, performance metrics, and output quality on a daily basis.
• Delivered coaching, mentorship, and structured feedback to support individual and team development.
• Conducted random audits to ensure adherence to content policies and annotation guidelines.
• Managed escalations and identified process improvement opportunities by raising ambiguities through proper channels.
• Coordinated with clients and support teams for calibrations, process alignment, and SLA compliance.
• Promoted team well-being and ensured compliance with client and company protocols.

Circle/Team Leader - ProbeCX (formerly Stellar Philippines)

(2014-04 - 2022-08)

• Led multiple lines of business supporting an Australian energy and gas company, driving consistent KPI achievement.
• Managed team escalations, provided one-on-one coaching, and developed and executed performance improvement plans (PIPs).
• Conducted internal and external calibrations and contributed to weekly and monthly business reviews.
• Collaborated directly with clients on KPI resets, process improvements, and escalation management.
• Spearheaded new business initiatives and lines of business to enhance operational efficiency and service delivery.

Back of House (BOH) Agent - ProbeCX (formerly Stellar Philippines)

(2009-01 - 2014-12)

• Processed account transfers from door-to-door representatives, including account activations, customer billing, and service orders for Power and Gas customers.
• Reported KPI-impacting issues and actively collaborated on process improvements.
• Consistently recognized as a top performer for accuracy and productivity.

Customer Service Representative - Teletech Philippines

(2007-01 - 2009-12)

• Assisted healthcare providers with HMO benefit verification and coverage inquiries for patients.
• Provided accurate claim status updates and benefit details for health care insurance policies.
• Maintained strict adherence to protocols to ensure accurate benefit quotations and minimize escalations.

Bachelor of Science - Agricultural Economics, Major in Marketing - University of the Philippines – Los Baños (1998-01 - 2004-12)