Pj Fuentebella

I am a customer support professional with 15 years of progressive experience, advancing from Customer Support Representative to Team Lead and Operations Manager. I have a strong record of resolving complex issues, improving support processes, and fostering positive customer experiences. With a hands-on, customer-first approach, I am dedicated to delivering high-quality support and contributing to a service culture grounded in empathy, efficiency, and excellence.

OPERATIONS MANAGER at TeleworkPH (Stack Sports) (2021-01 – Present)

• Led and developed a customer support team, setting performance goals and ensuring high service standards.
• Streamlined support processes, improving team efficiency and customer satisfaction.
• Monitored KPIs (response times, satisfaction scores) and provided regular performance reports.
• Managed escalated customer issues, ensuring timely and effective resolution.
• Collaborated with cross-functional teams to incorporate customer feedback and improve service.
• Managed department budget, staffing, and resources to meet customer demands.
• Developed and implemented customer support strategies aligned with company goals.
• Oversaw hiring, training, and knowledge management.

CUSTOMER SUPPORT LEAD at TeleworkPH (Krossover, League LineUp, SDI Camps, Game Plan) (2016-11 – 2021-12)

• Led and coached a team of support reps to achieve performance goals and deliver exceptional service.
• Managed escalated customer issues, ensuring timely resolutions.
• Monitored KPIs and provided performance feedback for continuous improvement.
• Collaborated with cross-functional teams to enhance customer experience and resolve issues.

CUSTOMER SUPPORT REPRESENTATIVE at TeleworkPH (Krossover) (2015-12 – 2016-09)

• Responded to customer inquiries and resolved issues promptly via phone, email, and chat.
• Provided accurate product/service information and assisted with subscriptions, refunds, and billing.
• Documented interactions in CRM systems and escalated complex issues as needed.
• Maintained a positive, professional demeanor to ensure high customer satisfaction.

Bachelor of Science in Nursing – SouthVille International School and Colleges (2004 – 2005)

Bachelor in Elementary Education major in Special Education – SouthVille International School and Colleges (2005 – 2008)