Manager of Customer Support with Recruiting Experience

With a strong foundation in customer service and support, I have developed and led high-performing teams that prioritize customer satisfaction, issue resolution, and quality communication across various industries. My early roles gave me hands-on experience with direct customer interaction, while my leadership positions enabled me to improve support strategies at scale. I began my career as a Digital Support Representative at Teletech, where I handled billing inquiries, resolved device and service issues, and guided customers through digital transactions. This role honed my ability to troubleshoot effectively and communicate clearly in high-pressure situations. As I advanced into training and leadership roles at Concentrix, AFNI Philippines, and TaskUs, I remained closely connected to customer experience by training front-line agents, launching support-focused programs, and implementing quality assurance systems. At TaskUs, I built and refined audit processes and coaching systems that directly impacted the customer journey and service delivery quality. Across all roles, I’ve emphasized empathy, accuracy, and efficiency in customer interactions—backed by data-driven coaching, process improvements, and a deep understanding of customer behavior and needs.

With extensive leadership experience in operations and team management, I’ve been deeply involved in supporting and optimizing recruitment-related functions. At PSG Global Solutions, a recruitment process outsourcing (RPO) provider, I currently serve as a Senior Team Manager, where I oversee a team of administrative assistants supporting various recruiting workflows. My role involves analyzing performance data, leading process improvement initiatives, and ensuring quality standards in support of recruitment operations.

I bring over a decade of experience in training, coaching, and employee development across various roles in the BPO and RPO industries. My background includes designing and delivering training programs, facilitating new hire onboarding, and leading upskilling initiatives to boost team performance. As a Senior Associate Process Trainer at Concentrix, I led language and product training sessions for new hires and conducted continuous learning programs for tenured staff. I worked closely with operations to identify skill gaps and implement targeted interventions, playing a key role in performance improvement.