Summary
Overview
Work History
Education
Skills
Timeline
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GLENN GARY SANTOS

GLENN GARY SANTOS

Team Leader
Taytay, Province Of Rizal

Summary

To be engaged in a reputable work and stable company that will provide opportunity for career growth and advancement.

Overview

20
20
years of professional experience
15
15
years of post-secondary education

Work History

Player Engagement Team Leader

Keywords Studios
07.2024 - Current
  • Handled an email support team of 10 to 12 agents
  • Enhanced team performance by implementing effective training and coaching strategies.
  • Developed strong communication skills within the team, fostering a positive atmosphere and promoting teamwork.
  • Maintained drive and determination to obtain personal and team objectives and goals.
  • Worked with coaches and trainers to understand and implement improvement strategies.
  • Adapted quickly to changing game plans and strategies.

Operations Team Leader

America Online and Yahoo
10.2015 - 06.2024
  • Handled teams of 15 to 18 Technical Support and Sales agents
  • Managed queue and line adherence
  • Managed high workload with consistent record of achieving deadlines and production targets.
  • Forecasted and monitored agents’ daily attendance
  • Kept team activities in compliance with safety, regulatory and environmental guidelines.
  • Handled escalations and endorsed cases to higher level of Technical Support
  • Coached agents on identified opportunities based on their performance
  • Managed daily operations, ensuring smooth workflow and timely completion of tasks.
  • Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
  • Implemented quality assurance measures that led to improved product consistency.

Operations Team Leader

UBER
09.2014 - 10.2015
  • Trained, coached and managed 15 to 18-person team of chat and email professionals.
  • Handled escalations for urgent concerns
  • Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
  • Contributed to interviewing process and made new hire recommendations.
  • Collaborated with other departments on cross-functional initiatives aimed at enhancing overall business performance.
  • Monitoring agents’ performance based on company and client standards
  • Reporting app known issues to client real-time
  • Conducting surveys with the riders and passengers

Tier 2 Technical Support Representative

Megapath and Global Capacity
04.2013 - 08.2014
  • Troubleshot internet connectivity issues such as no sync, sync no data, routing, latency, intermittent or bouncing connection and packet loss
  • Configured modems for residential and SMB clients
  • Performed circuit tests to check the connection from the central office to the end user
  • Performed ping test to check for latency, packet loss, line stability, utilization and errors
  • Configured email clients such as Microsoft Outlook, Outlook Express, Thunderbird and Mac Mail for supported domains
  • Performed loop test to check for local phone carrier issues
  • Scheduled dispatch if a technician is needed to check the central office or the site where the service is installed

Tier 2 Technical Support Representative

Trend Micro
11.2008 - 03.2013
  • Assisted customers in installing the security software on their computers and smartphones
  • Troubleshot performance issues by applying fixes, manual removal of malwares, updating the program, reinstalling the software and upgrading to the latest version
  • Sent step by step installation guide and troubleshooting tips through email
  • Created ticket for purchases, renewals, escalations and refunds
  • Escalated issues to the Level 2 support if the problem remains unresolved after multiple contacts either through phone or email

Tier 2 Technical Support Representative

Verizon DSL
10.2006 - 02.2008
  • Assisted customers in installing their DSL service
  • Troubleshot performance issues on supported modems and routers
  • Performed tests to isolate the issue and to further determine the cause of the problem
  • Setup and configured supported email clients
  • Installed security software for single and multiple computers
  • Setup and configured wireless connection through remote access
  • Scheduled dispatch if needed

First Aid Standard and Basic Life Support Instructor

Philippine National Red Cross
10.2005 - 05.2006


  • Mentored new instructors, sharing best practices and offering guidance on effective teaching strategies for Basic Life Support courses.
  • Achieved high student satisfaction ratings by delivering clear explanations, demonstrations, and personalized guidance during practice sessions.
  • Incorporated real-life scenarios into lessons to emphasize practical applications of Basic Life Support techniques in emergency situations.

Education

High School Diploma -

Magsaysay Memorial College
San Narciso, Zambales
04.1987 - 01.1998

Bachelor of Science - Medical Technology

Centro Escolar University
Mendiola, Manila
04.1998 - 01.2002

Professional Caregiver -

St. Augustine School of Nursing
Sampaloc, Manila
05.2004 - 03.2005

Skills

    Team leadership

    Performance coaching

    Technical support

    Quality assurance

    Sales coach

Timeline

Player Engagement Team Leader

Keywords Studios
07.2024 - Current

Operations Team Leader

America Online and Yahoo
10.2015 - 06.2024

Operations Team Leader

UBER
09.2014 - 10.2015

Tier 2 Technical Support Representative

Megapath and Global Capacity
04.2013 - 08.2014

Tier 2 Technical Support Representative

Trend Micro
11.2008 - 03.2013

Tier 2 Technical Support Representative

Verizon DSL
10.2006 - 02.2008

First Aid Standard and Basic Life Support Instructor

Philippine National Red Cross
10.2005 - 05.2006

Professional Caregiver -

St. Augustine School of Nursing
05.2004 - 03.2005

Bachelor of Science - Medical Technology

Centro Escolar University
04.1998 - 01.2002

High School Diploma -

Magsaysay Memorial College
04.1987 - 01.1998

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