JAMES COSTINIANO
Operations Manager | Project Manager
Manila, Philippines | - |-
PROFESSIONAL SUMMARY
Dedicated and customer-focused operations professional with over 15 years of experience in customer
support, including 7+ years in call center and operations management, specializing in team leadership,
process optimization, and customer service excellence. Adept at handling high-volume inquiries,
providing technical support, and ensuring seamless customer experiences. Strong background in Zendesk
ticketing, phone support, and cross-functional collaboration. Passionate about delivering efficient,
high-quality virtual care support in a fast-paced environment.
CORE COMPETENCIES
E-Com Customer Service
Operations Team Lead
Vendor Team Coordination
Product Research-Lister
Retention & Upselling
Order Fulfillment
Fraud & Risk Management
Chargeback Specialist
Data Analysis & Report
Content Moderator
Shopify & 3PL
Zendesk | Slack
PipeDrive | Notion
MS Excel | G-Sheets
Canva | CapCut
PROFESSIONAL EXPERIENCE
Customer Support - Project Manager
Volume Media Solutions (US-based e-commerce)
May 2017 - Mar 2025
● Customer Support: Resolved customer inquiries, complaints, and concerns effectively,
striving for first-contact resolution.
● Customer Experience Enhancement: Monitored feedback and sales trends to refine
merchandising strategies, improving customer satisfaction and retention.
● Order & Inventory Management: Ensured seamless fulfillment by coordinating with vendors
and monitoring stock levels.
● Cross-Department Coordination: Collaborated with design and marketing teams to
implement updates and promotional strategies.
● Shopify Management: Oversaw Shopify operations, including product uploads, pricing
adjustments, and content updates.
● Digital Merchandising: Managed product placement and collection pages to optimize
conversion rates and enhance user experience.
● Product Catalog Maintenance: Ensured accuracy and consistency in product descriptions,
images, and inventory levels.
● Site Audits & Optimization: Conducted regular audits to maintain product and content
accuracy, reducing customer inquiries related to product discrepancies.
● Affiliate Marketing Support: Supported team with day-to-day operations, including
coordinating campaigns, ensuring accurate affiliate links, and updating tracking dashboards.
● Ads Management: Monitored the performance of Ads, reporting and suggesting
improvements to optimize affiliate engagement.
● Social Media Moderation: Worked closely with internal teams, including social media
content and moderation, to ensure seamless campaign execution and issue resolution.
Deputy Manager - Operations
WNS Global Services Philippines(Quezon City)
Oct 2014 - Feb 2017
● Team Leadership: Led and managed a team of 14 supervisors handling various line of
businesses (LOBs) to whom directly reports around 200+ customer service agents, ensuring
high performance, efficiency, and adherence to service level agreements (SLAs).
● Learning & Development Strategy: Collaborated with HR and L&D teams to identify
knowledge gaps and create custom learning paths tailored to supervisory-level needs.
Introduced regular skills assessments and feedback sessions, ensuring continuous growth
and development opportunities for supervisors.
● Training: Assisted in designing and delivery of training programs for new hires and ongoing
training sessions for agents, resulting in a 15% increase in agent performance and customer
satisfaction scores.
● Quality Assurance: Conducted regular quality assurance checks, ensuring that agents
maintained high standards in call handling, compliance with scripts, and customer
engagement.
● Performance Monitoring: Utilized CRM systems and dashboards to track and monitor key
performance metrics such as call resolution time, customer satisfaction, and agent
productivity.
● Process Optimization: Identified areas for improvement in operational workflows, leading
initiatives that reduce average handle time (AHT) by 15% and increased first call resolution
(FCR) by 20%.
● Escalation Management: Handled complex or escalated customer inquiries, ensuring swift
resolution and maintaining positive client relationships, which contributed to a 10%
improvement in customer retention.
● Cross-Department Collaboration: Worked closely with Workforce, Quality and Training teams
to ensure smooth communication and timely resolutions to operational issues, improving
overall customer experience enhancing customer satisfaction scores (CSAT).
● Reporting & Analysis: Generated daily, weekly, and monthly reports on call center
operations, providing insights to senior management regarding performance trends,
customer feedback, and operational bottlenecks.
Assistant Manager - Operations
WNS Global Services Philippines(Quezon City)
May 2011 - Sept 2014
● Led a team of 18+ agents, providing coaching, training, and development opportunities.
● Analyzed call metrics and team performance, implementing data-driven improvements to
enhance efficiency of Bottom Quartile under Performance Improvement Plan (PIP), by 5-8%.
● Worked cross-functionally with other support teams to drive operational improvements.
● Resolved escalated customer concerns while ensuring a high level of customer satisfaction
and retention.
Quality Assurance Executive
WNS Global Services Philippines(Quezon City)
May 2010 - April 2011
● Conducted regular quality audits to ensure adherence to company policies and service
standards.
● Provided detailed feedback and coaching to agents to enhance customer interactions and
service quality.
● Identified trends and areas for improvement by analyzing call data and performance metrics.
● Developed training materials and assisted in the onboarding of new employees to maintain
high-quality service levels.
● Collaborated with operations teams to improve customer service strategies and enhance
overall efficiency based on company policies.
Customer Service Representative / Team Coach
WNS Global Services Philippines(Quezon City)
May 2009 - April 2010
● Contributed in coaching and mentoring team members to optimize service delivery.
● Handled high volumes of customer inquiries, providing timely and effective resolutions.
● Maintained a high customer satisfaction rating by delivering empathetic and first-contact
solution-oriented service.
● Assisted in troubleshooting issues, processing order requests, and escalating complex cases
as needed.
● Documented customer interactions and provided feedback to improve service delivery.
● Met and exceeded performance targets, contributing to overall team success.
TRAININGS ATTENDED
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HIPAA Compliance: A Complete Guide, 2025
Competency-Based Interviewing Skills Certification, 2016
Lean Six Sigma - Yellow Belt Certification, 2014
Successful Supervisor, 2013
Resource Management, 2013
ISO Basic & Advanced, 2013
Assertiveness Training, 2013
Coaching & Feedback, 2013
Cost effectiveness, 2013
Operations Management Basics, 2013
Conflict Management, 2011
Root Cause Analysis, 2011
Process Mapping Toolkit, 2011
Failure Mode Effect Analysis, 2011
Customer Care Management, 2011
EDUCATION
Tertiary level:
Secondary level:
Primary level:
REFERENCE
Concordia College | Bachelor of Science in Nursing | Cum Laude| Dean’s Lister
Scholarship Grantee | Service Award | Leadership Award
Paco Catholic School | Commandant’s Award | Leadership Award
Paco Catholic School | Academic honors
(available upon request)
