Jose Julien Melchor Precioso
Operations Manager & Customer Service Expert
■ Bacolod City, Philippines | ■ - | ✉■-
Professional Summary
Operations Manager with 10+ years of experience in customer service, technical support,
and contact center leadership. Proven expertise in managing large teams, optimizing
KPIs, and improving client satisfaction. Skilled in coaching, performance development, and
driving operational excellence across multiple programs.
Core Competencies
Operations Management
KPI Optimization
Client Relationship Management
Customer Retention
Team Leadership
Training & Development
Quality Assurance
Process Improvement
Upselling Strategies
Professional Experience
Fair Trade Outsourcing | Operations Manager | May 2020 – Nov 2022
• Led a team of 100+ agents and 6 leaders, improving customer satisfaction by 18%
• Reduced attrition by 12% and maintained 95% KPI compliance
• Strengthened client relationships, improving program growth
iQor-RMS Collect Philippines | Operations Supervisor | Feb 2023 – Aug 2024
• Managed 20 agents, boosting quality scores by 15%
• Improved upselling revenue by 10% within six months
• Coached team leaders to enhance operational efficiency
Transcom Worldwide Philippines | SME & Trainer | Aug 2015 – May 2020
• Trained 50+ new hires, improving onboarding efficiency by 25%
• Supported Comcast Central, improving resolution rates by 14%
• Developed coaching guides to enhance performance outcomes
Education
Bachelor of Science in Business Administration — Bacolod City College (2009 – 2013)
