JAY-R AVELLANA
PROFESSIONAL SUMMARY
BPO leader with 13+ years of experience in customer service, technical support, and team leadership across US and European accounts. Proven track record of driving process improvements, reducing escalations, and mentoring high-performing teams. Adept at balancing client expectations with operational efficiency to deliver top-tier customer experiences.
CORE SKILLS
Leadership & Management: Team supervision, coaching, KPI management, performance reviews
Customer Operations: Escalation handling, process optimization, contact center management, call handling and support.
Technical Expertise: Troubleshooting (connectivity, hardware/software), CRM tools, MS Office
Communication: Customer engagement, proficient in English both written & verbal communication, stakeholder management
PROFESSIONAL EXPERIENCE
Team Lead / Supervisor
Engie Impact Philippines – Mabalacat, Pampanga | Oct 2021 – May 2024
• Promoted after 6months from Market Analytics Specialist based on excellent performance.
• Supervised a 31-member team supporting sustainability-focused US clients.
• Mentored high potential specialists, with 2 promoted to Team lead roles under my leadership.
Market Analytics Specialist
Oct 2021 – Apr 2022
• Analyzed client utility and sustainability data, ensuring reporting accuracy.
• Delivered insights that improved reporting turnaround and completion time to 38%.
• Supported process transition projects to ensure compliance with global data standards.
Technical Support Representative 2
Alorica Teleservices Inc. – Makati, Metro Manila | Apr 2018 – Dec 2019
• Delivered technical support for a US-based account, resolving hardware/software issues.
Achieved a 82% first-contact resolution rate, exceeding the team’s KPI target.
Documented solutions and shared best practices that improved troubleshooting efficiency.
Customer Care Specialist
Telus International Philippines – Ortigas, Metro Manila | Sep 2013 – Feb 2016
• Provided billing, service, and technical support for a major US telecom account.
Consistently ranked in the top 10% of agents for CSAT and quality metrics.
Recognized with multiple commendations for exceptional customer service delivery.
Customer Care Specialist
Sitel Philippines – Ortigas, Metro Manila | Oct 2010 – Jun 2013
• Handled inbound sales and customer service for a UK-based account.
Boosted upsell conversions while maintaining high customer satisfaction ratings.
Customer Care Specialist
Convergys Philippines – Makati, Metro Manila | Jul 2006 – Aug 2009
• Delivered customer and technical support in a high-volume call center.
Consistently exceeded quality assurance standards and performance benchmarks.
EDUCATION
Bachelor of Science in Computer Science
AMA College Baguio —-
High School Diploma
Franciscan College of the Immaculate Conception, Baybay, Leyte —-
