Nikko William Coleongco

Customer service and operations professional with over 14 years of BPO experience, progressing from frontline roles to senior supervisory leadership. Extensive background in customer service, customer relations, research escalations, and email support, including financial account operations. Proven ability to lead diverse teams, manage escalations, coach new hires, and maintain high service quality in fast-paced, regulated environments, white belt six sigma certified.

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CORE SKILLS

• Customer Service Operations

• Team Leadership & People Management

• Escalation & Case Resolution

• New Hire Training & Coaching

• Performance Management (KPIs, QA, CSAT)

• Process Improvement

• Written & Verbal Communication

• Compliance & Risk Awareness (Financial Accounts)

• Stakeholder & Cross-Functional Coordination

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PROFESSIONAL EXPERIENCE

Senior Supervisor – Customer Service (Financial Account)

Teleperformance Philippines | March - May 2023

• Led customer service operations for a financial account in a regulated environment

• Supported frontline supervisors and agents in meeting service, quality, and compliance standards

• Created actions plans to improve the team's KPI's through identifying root cause of the problem.

• Ensured adherence to policies, procedures, and performance targets

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Email Support Supervisor

Teleperformance Philippines | December 2024 - June 2025

• Managed email support teams handling high-volume written customer interactions

• Monitored productivity, response quality, and turnaround time

• Coached agents on tone, accuracy, and resolution effectiveness

• Partnered with QA and operations to improve customer satisfaction metrics

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Research Escalations Specialist Supervisor

Teleperformance Philippines | January 2022 - December 2024 • Supervised research and escalations teams handling complex and sensitive cases

• Reviewed escalated complaints requiring in-depth investigation and analysis

• Ensured compliance with internal policies and external regulations

• Mentored team members to improve analytical and decision-making skills

• Handled client ad hoc's assigned with urgent deadlines.

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Customer Relations Specialist Supervisor

Teleperformance Philippines | January 2021 - December 2022

• Led customer relations teams focused on retention, dispute resolution, and service recovery

• Managed escalations from frontline and executive-level complaints

• Conducted performance coaching and action planning

• Improved customer experience through structured resolution processes

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Frontline Customer Service Specialist Supervisor (New Hires)

Teleperformance Philippines | April 2017 - December 2020 / August 2025 - January 2026

• Supervised frontline customer service teams, including newly onboarded agents

• Delivered coaching, mentoring, and performance feedback

• Supported agents in handling real-time customer interactions

• Ensured KPI achievement across quality, productivity, and attendance

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Research Escalations Specialist

Teleperformance Philippines | July 2014 - April 2017

• Handled complex escalations requiring detailed investigation and resolution

• Coordinated with internal teams to resolve root-cause issues

• Documented findings and recommendations accurately

• Reviewed escalations for possible agent errors and aligning the resolution to the company policy.

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Customer Relations Specialist

Teleperformance Philippines | January 2013 - June 2014 • Managed customer complaints and service recovery cases

• Provided solutions aligned with company policy and customer satisfaction goals

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Customer Service Representative

Teleperformance Philippines | July 2011 - January 2013

• Delivered frontline support via phone and was included in the pilot team for the client customer satisfaction drive.

• Resolved customer inquiries efficiently while meeting quality standards

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EDUCATION

[Your Degree or Highest Level Completed]

School Name | Year (optional)

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ADDITIONAL INFORMATION

• Over 8 years of leadership and supervisory experience

• Experienced in financial, customer service, and escalations accounts

• Strong background in coaching, quality assurance, and operations support