Jerry Villafania Mabia

 JERRY V. MABIA 2161 Regla St., Juan Luna Avenue, Mabolo, Cebu City -- Proactive and conscientious Group Lead/Associate Operations Manager with over 16 years of experience in the BPO industry. Utilizing leadership skills to inspire employees to maintain peak performance and productivity levels while maintaining high morale. EXPERIENCE November 2023-Present TECHNICAL SUPPORT ASSOCIATE OPERATIONS MANAGER, Tech Mahindra •Overseeing business processes to maximize long-term profitability. They consistently monitor production and supply chain operations, identify wastefulness and areas for improvement, and implement strategies to make operations as efficient as possible. Quality control. February- TECHNICAL SUPPORT GROUP LEAD, Tech Mahindra •Key responsibilities will include; Managing, leading, training, and developing Supervisors to extend individual skills and achieve overall objectives. Manage the day-to-day operations of the call center. Monitor the activities to ensure all service levels committed are met and exceeded. SEPTEMBER 2020-February 2022 SALES TEAM LEAD, CONTINUUM • As a Verizon Customer Service Lead my primary responsibilities is to set goals, devising sales strategies, evaluating sales team performance, assigning tasks, and providing support and corrective measures should there be any concerns. •Create reports to the client and management for the team performance. •Attends meetings and call calibrations to improve to align and update processes for the operations team. APRIL 2016 – SEPTEMBER 2020 TECHNICAL SUPPORT TEAM LEAD, TELEPERFORMANCE •Spearheaded a team by managing the day-to-day activities and set individual goals. Motivating the team to achieve organizational goals. •Performance. Conducts coaching to help agents deliver goals and improve their •Create reports to the management and the team. SEPTEMBER 2014 – APRIL 2016 TECHNICAL SUPPORT, TELEPERFORMANCE • Assist customers with their internet connection issue by troubleshooting devices like phones, laptops and computers. Provide excellent customer service and resolve internet connection issues accordingly. JANUARY 2014 – MAY 2014 CUSTOMER SERVICE PROFESSIONAL, CONVERGYS •Works as a universal agent providing billing, customer service and technical support. Build sustainable relationships and trust with customer accounts through open and interactive communication •Provide accurate, valid and complete information by using the right methods/tools 2011 - 2013 CUSTOMER SERVICE PROFESSIONAL, PEOPLE SUPPORT (AEGIS) •Resolve customer complaints via phone •Prepares product or service reports by collecting and analyzing customer information. •Handle customer complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution 2010 - 2011 CUSTOMER/SALES SERVICE PROFESSIONAL, CEBU GLOBAL SERVICES •Inform customers with their inquiries about offered products. •Promoting great customer service. •Sell products and services. 2008 - 2010 RDU CLERK, COLONNADE SUPERMARKET •Inform customers with their inquiries about offered products. Promoting great customer service. •Sell products and services. EDUCATION - UNDERGRADUATE, Datamex Institute of Computer Technology BS Information Technology 2001 - 2005 HIGHSCHOOL DIPLOMA, Sibonga National High School SKILLS •Critical Thinking •Creativity and sense of responsibility Enthusiastic and dependable •Good communication skills • Management Skills • Proficient with MS and Word Character References Jovemar Ababon Teleperformance Assistant Center Manager - Inas Sabdani LogixBpo Key Accounts Supervisor - Kevin Quibranza Tech Mahindra Senior Operations Manager - Charles Ben Z. Beatingo Tech Mahindran Director of Operations -