JHON BLAKE Y. BAGACAY
OPERATIONS TEAM LEAD-| -
www.linkedin.com/in/jblakebagacay
I Tabura St. Pardo Poblacion Cebu City,
Philippines, 6000
“Blake was able to work with the different clients of SOPHI. He was able to gain their trust right away, and they felt
that issues were being taken care of even when they least expected it. He is very diligent and always eager to learn and
makes sure that everything gets done accordingly. Blake is very cautious in everything he does and can compose himself
in tight situations. Blake can work with minimal supervision and gets along with the other team leads very well.”
- Mary Alvir Demerre, Sophioutsourcing Ops Manager
WORK EXPERIENCE
UNIVERSAL TEAM LEAD | SOPHIOUTSOURCING INC.
Dec 2021 - Present
Strategic leader that drives the team performance to surpass KPI targets through motivational leadership
and strategic oversight of day-to-day operations, ensuring impeccable schedule adherence and effective
handling of escalations.
Handles multiple clients/accounts with different line of business and overseeing team of 15-20 team
members working in the production/operations.
Prioritizing development and motivation of team members by providing regular feedback, coaching, and
mentorship to help team members improve their skills and performance. Promoting a positive and
supportive work environment that leads to increase productivity and employee retention.
Helped start-ups and small businesses in building a standard process to meet their goal as they outsource
their staffing need through us.
UNIVERSAL SUPPORT AGENT | SOPHIOUTSOURCING INC.
Jan 2021 - Dec 2021
Adept at seamlessly covering absences, filling in for other team members to provide enough staffing needs,
minimizing refunds, and leveraging multi-account training to address diverse client needs effectively.
Assigned to one of the biggest account of Sophioutsourcing Inc., and was dedicated to be flexible in terms
of scheduling to be able to cover anyone who won’t be able to report to work. Resulted to decreased of
more than 30% of possible refund for none service.
OPERATIONS SUPERVISOR (TEAM LEAD) | TELEPERFORMANCE CEBU IT PARK
Oct 2018 - Jun 2020
Strategic leader that drives the team performance to surpass KPI targets through motivational leadership
and strategic oversight of day-to-day operations, ensuring impeccable schedule adherence and effective
handling of escalations.
Handled 16-20 agents who are working as Fraud Prevention and Claims specialists from a financial
institution in the United States of America.
Manages team meetings, completes admin tasks and reports, and reviews and listens to complaints.
Provide support to the operations and one-on-one coaching sessions to help agents improve their
performance.
FRAUD PREVENTION & CLAIMS SPECIALIST | TELEPERFORMANCE CEBU
Apr 2014 - Oct 2018
Skilled Fraud Prevention and Claims Specialist adept at safeguarding checking and savings accounts, debit
cards and credit cards against fraudulent activities and efficiently managing claims processes to mitigate
financial risks.
Handled inbound calls to assist customers in regards to their bank account concerns which include block
cards, fraud, and other bank account concerns. Specialized in credit card accounts, debit and savings
accounts, check claims, and other bank-related issues.
Assigned as Coach/Mentor (Subject Matter Expert Level) and handled 5-6 trainees on providing product
knowledge and preparing them for the operation and handling live calls from customers.
OUTBOUND SALES REPRESENTATIVE | AEGIS PEOPLE SUPPORT
Sep 2013 - Apr 2014
Process sales by confirming customer's payment method and delivery. Trained to perform cross-selling upon
processing their order.
EDUCATION
CEBU INSTITUTE OF TECHNOLOGY UNIVERSITY
July 2023
Bachelor of Science in Business Administration Major in Operations Management
SKILLS & ACHIEVEMENT
Lean Six Sigma White Belt
Leader of the Year 2023 - Sophioutsourcing Inc.
Six Sigma Green Belt Specialization September 2023 - Coursera with Credential ID UWUBKDE48L53
Rookie of the Year 2021 - Sophioutsourcing Inc.
Superkeeper Supervisor August 2019 - Teleperformance
Top 2 Supervisor 3rd Quarter 2019 - Teleperformance
Top 3 Supervisor May 2019 - Teleperformance
Top 1 Supervisor for CSAT May 2019 - Teleperformance
REFERENCE
RHEA ANGELIE VILLAHERMOSA
Quality Assurance Lead - Sophioutsourcing Inc.-| -
MARY ALVIR DEMERRE
Operations Manager - Sophioutsourcing Inc.-| -
CHERRY ANN ALCALA
Senior Call Center Manager - Teleperformance Cebu IT Park-| -
JHAMIL GERARDO
Former Team Lead - Sophioutsourcing Inc.-| -
