Jayho Balidoy

Jayho Balidoy Professional Summary Customer Service Team Leader with 8+ years of experience in the BPO industry, specializing in team leadership, performance management, and customer experience improvement. Proven track record of driving team success, improving KPIs, and delivering high-quality service in fast-paced environments. Seeking to explore new opportunities to expand expertise and contribute to organizational growth. Skills • Customer Relationship Management (CRM) • Team Leadership & Coaching • Communication & Interpersonal Skills • Conflict Resolution • Reporting & Performance Analysis • Time Management & Prioritization • Adaptability & Problem Solving Tools & Systems • Microsoft Excel & Google Sheets • CRM Systems • Call Quality Monitoring Tools • Reporting & Dashboard Tools Work Experience Customer Service Team Leader Straive Philippines | 2020 – Present • Lead and manage a team of customer service representatives, ensuring consistent achievement of KPIs and service targets • Develop and implement action plans to address performance gaps, improving team productivity and efficiency • Prepare and present monthly performance reports with actionable insights and recommendations • Conduct regular coaching and mentoring sessions to enhance communication, quality, and customer satisfaction • Collaborate with cross-functional teams to resolve escalated customer concerns effectively • Recognized for maintaining high team performance ratings and strong customer satisfaction scores Customer Service Subject Matter Expert SPI Global | 2017 – 2020 • Supported multiple teams to ensure compliance with service standards and KPIs • Monitored call quality and provided targeted feedback to improve agent performance • Partnered with training and operations to streamline onboarding processes • Developed knowledge base materials and facilitated calibration sessions • Contributed to improvements in average handling time (AHT) and customer satisfaction metrics Local Store Marketing Representative McPhilips Food Industries | 2012 – 2017 • Built and maintained strong relationships with partners, agencies, and vendors • Supported execution of marketing campaigns aligned with business objectives • Enhanced in-store customer experience to drive repeat visits • Collaborated with operations to analyze market feedback and identify opportunities • Contributed to increased foot traffic and customer retention Key Achievements • Consistently achieved top team performance ratings • Contributed to improved customer satisfaction and operational efficiency • Recognized for leadership, coaching effectiveness, and team development