Giovanni Alejandro
Supervisor
San Fernando
Summary
Dynamic Supervisor with a proven track record at MCI Eastwest BPO, excelling in project planning and team collaboration. Enhanced customer satisfaction through effective coaching and root-cause analysis, leading to improved performance metrics. Adept at managing staff and fostering a culture of continuous improvement.
Overview
2026
2026
years of professional experience
Work History
Operations Manager
MCI Eastwest BPO
01.2017 - 04.2025
- Clear Insights Survey (Survey)
- Gravis (Survey)
- Hale Groves and Pittman Davis (Email Support)
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Supervised operations staff and kept employees compliant with company policies and procedures.
- Led hiring, onboarding and training of new hires to fulfill business requirements.
- Developed and implemented strategies to maximize customer satisfaction.
Supervisor
MCI Eastwest BPO
01.2017 - 03.2022
- Select Home Warranty (Home Warranty)
- Dream Products (Order Input/Sales Inbound)
- Oversaw daily operations of the department, ensuring smooth workflow and timely completion of tasks.
- Applied strong leadership talents and problem-solving skills to maintain team efficiency and organize workflows.
- Improved customer satisfaction with timely response to inquiries, addressing concerns, and finding effective solutions.
- Resolved conflicts among team members promptly, maintaining a harmonious working environment conducive to productivity.
Chat Support Representative
Arvato Bertelsmann
- XBOX Chat
- Reduced escalations to higher-level support teams by successfully addressing customers'' issues at the first point of contact.
- Resolved technical issues for customers by utilizing comprehensive knowledge of company products and services.
- Enhanced customer satisfaction by providing timely and accurate responses to inquiries through chat support.
- Exceeded established KPIs related to response time, resolution rate, and overall quality scores in chat support metrics.
Customer Service Representative
Startek Philippines
- T-Mobile PrePaid
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Subject Matter Expert
Cyber City Teleservices
- Harbor Freight Tools (Customer Service)
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Realtime Support for Multiple teams, resulting in Productivity and increased job satisfaction.
Customer Service Representative
United Parcel Service
- UPS Freight (Shipping and Tracking)
- Handling Tracking and Shipping Requests
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts for their Shipments.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
Technical Support Subject Matter Expert
Sutherland Philippines
San Fernando
01.2006 - 03.2008
- United Online (Tech Support Dial-up)
- Point of Contact for the Morning Escalation Team.
- Handled mEscalated issues both in house and remote teams.
- Mentored junior team members, contributing to their professional growth and development.
- Enhanced team performance by providing expert guidance on critical projects and strategic initiatives.
- Served as go-to expert for resolving technical challenges, enabling smoother project progression.
- Boosted team morale and productivity through effective leadership and clear communication.
Regular In-Charge of Operations
Jollibee Foods Inc (JB Intersection & JB SFO)
06.1996 - 03.2005
- Regular In-charge of Operations
- Lead and Handled the Regulation for the Daily Food Production during Shift.
- Handled Direct Customer Complaints and made sure the team is providing total customer satisfaction.
- Handled Voids and other Cashier Related concerns.
- Trained new employees in various departments and safety standards.
- Ensured compliance with safety regulations, conducting regular audits and enforcing adherence to protocols.
- Reduced downtime by closely monitoring equipment performance and scheduling timely maintenance.
Education
Bachelor of Science - Business Administration
University of The Assumption
San Fernando, Province Of Pampanga, Philippines 04.2001 -
Vocational - Technical Drafting
DHVCAT
Bacolor, Province Of Pampanga, Philippines 04.2001 -
Bachelor of Science - Marine Transportation
Philippine Marine Institute
Sta Cruz, Manila 04.2001 -
High School Diploma -
Pampanga High School
San Fernando, Province Of Pampanga, Philippines 06.1988 - 03.1993
Primary Education -
St Scholastica's Academy
San Agustin, Province Of Pampanga, Philippines 01.1981 - 03.1988
Skills
- Project planning and development
- Schedule management
- Team collaboration
- Project scheduling
- Technical support
- Client relations
- Customer relations
- Root-cause analysis
- Staff management
- Coaching and mentoring
Timeline
Operations Manager
MCI Eastwest BPO
01.2017 - 04.2025
Supervisor
MCI Eastwest BPO
01.2017 - 03.2022
Technical Support Subject Matter Expert
Sutherland Philippines
01.2006 - 03.2008
Bachelor of Science - Business Administration
University of The Assumption
04.2001 -
Vocational - Technical Drafting
DHVCAT
04.2001 -
Bachelor of Science - Marine Transportation
Philippine Marine Institute
04.2001 -
Regular In-Charge of Operations
Jollibee Foods Inc (JB Intersection & JB SFO)
06.1996 - 03.2005
High School Diploma -
Pampanga High School
06.1988 - 03.1993
Primary Education -
St Scholastica's Academy
01.1981 - 03.1988
Chat Support Representative
Arvato Bertelsmann
Customer Service Representative
Startek Philippines
Subject Matter Expert
Cyber City Teleservices
Customer Service Representative
United Parcel Service
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