Don Nelu Eguna
Lapu Lapu City
Summary
Experienced Team Leader with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Operations Management, Sales, Quality Management, Contact Centers, and Management.
Primarily in the Customer Service industry in the BPO setup for more than two decades. Has been in the Leadership/Management role for more than a decade. Can easily adapt and work with minimal supervision.
Overview
21
21
years of professional experience
Work History
People Services Manager
TOA Global Inc
04.2024 - 12.2024
- Main contact for at least 100 Team Members in production, own overall employee experience (LUNA tickets, Engagement, eNPS, SAT scores, absenteeism)
- Help outlier Team Members complete deliverables related to compliance, learning, performance reviews, etc.
Team Leader
TaskUs Bohol
01.2022 - 11.2023
- Manage team operations: Ensure team members adhere to schedules and deliver on their KPIs and SLAs
- Train and develop team members
- Conduct coaching sessions and team huddles to help team members improve
- Document feedback from clients and create reports on team performance
Team Leader
ibex.co Bohol
08.2020 - 12.2021
- Monitor individual and team performance metrics like call quality, average handle time, customer satisfaction scores (CSAT), and adherence to set KPIs, providing regular feedback and coaching to improve performance.
Group Leader (Assistant Manager)
WIPRO BPS Ltd
03.2017 - 12.2019
- Monitor agents’ performance (according to productivity, competence and quality standards and targets and work with them to achieve development objectives and performance targets
- Maintain a high level of proficiency regarding client's services and policies
- Ensure timely, accurate and consistent delivery of updates
- Support Group collaboration to identify gaps in process and people development
- Making sure that each agent delivers on the Service Level Agreements (SLA) and achieve Key Performance Indicators (KPIs)
- Leading the team to exceed these goals while maintaining excellent and quality customer service | Advance Customer Service training
Team Leader
WIPRO BPS Ltd
12.2014 - 03.2017
- Coaching and mentoring team members to develop technical skills and career growth.
Telephone Banker
JP Morgan & Chase
03.2014 - 12.2014
- Handled over [Number] incoming telephone calls, emails and chat requests.
- Helped customers complete online banking services and assisted with user access problems such as forgotten passwords.
- Upheld strict security procedures to verify identities when completing actions for members and giving out private banking information.
- Alleviated call loads by educating customers about how to effectively navigate site tools and pages for future banking needs.
Operations Manager
1Global Support Solutions, Inc
08.2013 - 02.2014
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Empowered employees to take ownership of their responsibilities, leading to increased accountability and improved performance outcomes.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Managed inventory and supply chain operations to achieve timely and accurate delivery of goods and services.
Sales Team Leader
Aegis Philippines
01.2012 - 05.2013
- Set ambitious sales goals and motivated strong performance to keep team growing effectively.
- Expanded company customer base and cemented market presence by implementing strategic sales plans.
- Managed a high-performing sales team, consistently achieving and surpassing set targets.
- Boosted sales performance by implementing effective team training and coaching strategies.
- Coordinated regular trainings on product updates or new offerings so that the entire sales force stayed informed about current industry developments.
Quality Assurance Analyst | Client Specs Trainer
LWS Media
11.2010 - 10.2011
- Mentored and coached team members on QA topics and strategies.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
- Reported progress, test metrics and results to project stakeholders.
- Maintained comprehensive knowledge of relevant industry regulations and standards, ensuring compliance throughout the QA process.
Team Supervisor | Escalations | Travel
Aegis Philippines
08.2005 - 07.2008
- Facilitated strong relationships between our team and other departments leading to improved cross-functional collaboration.
- Resolved conflicts between team members diplomatically, maintaining a healthy working environment conducive to productivity.
- Evaluated team member performance regularly, providing guidance for professional growth and development.
- Collaborated with upper management to establish performance goals for the team and develop strategies for achieving them.
Subject Matter Expert | Tier II | Travel
Aegis Philippines
01.2005 - 08.2005
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative | Travel
Aegis Philippines
09.2003 - 01.2005
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
Masters - Buddhist Studies
Fo Guang University (佛光大學)
Jiaoshi Township, Yilan County06-2010
Bachelor of Science - Civil Engineering
University of San Carlos
Talamban, Cebu City01.2003
Skills
- Customer Service and Retention
- Team Management
- Quality Management
- Strategic Planning
- Communication
- Problem-solving
- Attrition Management
- Inbound and Outbound Sales
Timeline
People Services Manager
TOA Global Inc
04.2024 - 12.2024
Team Leader
TaskUs Bohol
01.2022 - 11.2023
Team Leader
ibex.co Bohol
08.2020 - 12.2021
Group Leader (Assistant Manager)
WIPRO BPS Ltd
03.2017 - 12.2019
Team Leader
WIPRO BPS Ltd
12.2014 - 03.2017
Telephone Banker
JP Morgan & Chase
03.2014 - 12.2014
Operations Manager
1Global Support Solutions, Inc
08.2013 - 02.2014
Sales Team Leader
Aegis Philippines
01.2012 - 05.2013
Quality Assurance Analyst | Client Specs Trainer
LWS Media
11.2010 - 10.2011
Team Supervisor | Escalations | Travel
Aegis Philippines
08.2005 - 07.2008
Subject Matter Expert | Tier II | Travel
Aegis Philippines
01.2005 - 08.2005
Customer Service Representative | Travel
Aegis Philippines
09.2003 - 01.2005
Bachelor of Science - Civil Engineering
University of San Carlos
Masters - Buddhist Studies
Fo Guang University (佛光大學)
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