John Paul Mendoza
Team Leader, Customer Service (Voice, US account) · 5 years
Cebu City · +63 918 xxx xxxx · jp.mendoza@example.com
Summary
- BPO team leader with 5 years on a US telecom account: coach 15 agents, own CSAT and AHT for the team, and trained 60 new hires as a nesting coach.
Work experience
- Team Leader, Bluewave Contact Solutions, Cebu · Mar 2023–present
- • Raised team CSAT from 82% to 90% in 9 months with daily call calibration.
- • Cut average handle time from 7:40 to 6:10 minutes without lowering quality scores.
- Customer Service Representative, Bluewave Contact Solutions · Jun 2021–Feb 2023
- • Top performer for 4 quarters on first-call resolution.
Education
- BS Information Technology, University of San Carlos · 2021
Skills
- Coaching and quality monitoring, Salesforce Service Cloud, Zendesk, Excel reporting, English (C1)