Jose Julien Melchor Precioso

Jose Julien Melchor Precioso Operations Manager & Customer Service Expert Driving Team Performance | Elevating Customer Experience | Exceeding KPIs ■ Bacolod City, Philippines | ■ - | ✉■- Professional Summary Experienced Operations Manager with over 10 years of leadership in customer service, technical support, and contact center management. Proven ability to lead teams of 100+ agents, optimize KPIs, and enhance client satisfaction through innovative strategies, training, and performance coaching. Core Competencies Operations Management KPI & Performance Optimization Client Relationship Management Customer Retention Strategies Team Leadership & Coaching Training & Development Quality Assurance Process Improvement Upselling & Revenue Growth Career Highlights Fair Trade Outsourcing | Operations Manager (May 2020 – Nov 2022) • Led a team of 100+ agents and 6 team leaders • Implemented KPI tracking systems, increasing CSAT by 18% • Reduced agent attrition by 12% and maintained 95% KPI compliance iQor-RMS Collect Philippines | Operations Supervisor (Feb 2023 – Aug 2024) • Managed a team of 20, achieving consistent KPI targets • Enhanced quality scores by 15% through coaching and training • Boosted upselling revenue by 10% within six months Transcom Worldwide Philippines | SME & Back-Up Trainer (2015 – 2020) • Trained 50+ new hires and improved onboarding efficiency by 25% • Supported Comcast Central as SME, boosting issue resolution rates • Increased customer satisfaction scores by 14% Performance Metrics & KPI Highlights - CSAT Quality Retention Upselling • Improved CSAT scores by 18% through enhanced training and performance monitoring. • Reduced attrition by 12% with employee engagement programs. • Consistently achieved 95% KPI compliance across multiple teams. Testimonials “Jose’s leadership transformed our team’s performance — we consistently exceeded KPIs under his guidance.” — Brendell Coscolluela, Operations Manager “Jose is an exceptional team leader. His coaching and training programs helped improve our quality scores and client satisfaction.” — Jeserjea Dumdum, VA Coordinator Let's Work Together! I help organizations improve customer experience, optimize operations, and develop high-performing teams. ■-| ■ -