Christopher Robert Z. Ludena

I am a seasoned sales, customer service, and operations professional with over 15 years of experience across BPO, performance management, recruitment, and client relations. My career has allowed me to lead high-performing teams, build training programs based on behavioral psychology, and consistently exceed sales and performance targets.

I started my journey in call center operations, where I specialized in technical support and escalation management before transitioning into sales roles that demanded persuasive communication and persistence. Over time, I progressed into leadership positions—managing escalation teams, supervising frontline agents, and training staff in American accent and customer handling techniques.

As a Performance Analyst for eBay at ePerformax, I focused on data-driven coaching and behavioral development. Through structured feedback systems and psychological training methods, I helped increase agent training comprehension rates from 10% to 18%, and in later initiatives, up to 25%. I also contributed to the development of new internal tools by combining customer service knowledge bases with call handling systems for greater efficiency.

In addition to operations leadership, I have hands-on experience in recruitment, assisting in final candidate validation through behavioral assessments and body language analysis.

Entrepreneurially, I founded Bespoke Solutions Inc., a consulting firm for BPO start-ups, and later co-founded PodifyTeam, a podcast editing and production company where I currently serve as Client Liaison. In this role, I manage relationships, onboard clients, and ensure service delivery meets expectations.

I thrive in fast-paced environments where communication, leadership, and analytical thinking are key. Whether I am coaching a team, closing a sale, or building client trust, I bring consistency, empathy, and a solutions-oriented mindset to every role I take on.