Harley De Vera

I’m Harley de Vera, a Computer Engineering graduate with over three years of experience in the BPO industry, primarily working as an Internal Supervisor. My career has centered on people management, performance improvement, and real-time operational support. While I come from a technical background, I’ve developed a strong passion for leadership, communication, and strategic problem-solving skills that have proven essential in fast-paced, high-pressure environments.

In my most recent role, I led and supervised multiple teams within the Retention Department, handling groups of 12 to 15 agents across 2 to 9 teams. I facilitated training sessions, conducted performance evaluations, and provided real-time support during customer calls and meetings. As a Subject Matter Expert, I was responsible for ensuring team efficiency, managing escalations, and guiding agents toward better customer engagement and satisfaction. I regularly collaborated with other departments, including Training, Production, Nesting, and Retention, to allocate resources and align goals, which enabled me to develop my coordination and decision-making skills.