Jason Gunn
Taguig
Summary
I have over 30 years of Customer Support experience, I started on the ground level and continued to keep my feed on the ground while I rose through the ranks
I am personable, hard working and forward thinking, I embrace new challenges and technology and drive my teams forward so that we all share the successes
I have worked in variety of industries and work set ups so I am perfectly placed to help lead teams through whatever challenges there may be
Overview
27
27
years of professional experience
Work History
Head of Customer Support
Quoine Pte Ltd (Subsidiary of FTX Global)
Manila, Philippines
02.2018 - 01.2026
- 24/7 operations management
- Multiple site Management – Manila, Vietnam and Singapore
- Staff recruitment
- Staff Performance Management
- Created the Training and process documentation for our team
- Choosing and implementing the software used to handle Customer Support Tickets
- Maintaining Team security, we were handling accounts with users crypto, was important everyone was respectful of that and we maintained a high level of trust and honesty
- Marketing
- Customer Onboarding
- Compliance and Security processes
- Integrating AI to our Customer Support Operations
- Over the past 3 years I have been managing our customers through the FTX Bankruptcy process, this has brought its own challenges as customers are at their most vulnerable and frustrated so have had to manage the team through some very challenging situations
- Total Head count - 90 at is peak
Community Director
Cloud Employee
Manila, Philippines
11.2016 - 01.2018
- Client liaison for our UK, European, US and Australian Clients
- Staff Mentoring and Development
- Identify where clients had growth opportunities and help make that happen
- HR Governance
- New Hire Orientation
- New Client On boarding
- Building the bridge between the IT Developers and our Clients
- Total Head count - 100+ staff over 60+ clients
- Evaluated program effectiveness through feedback collection, driving continuous improvement in service delivery.
Operations Director for Australia and North American Accounts
Shore Solutions/Acquire BPO
Manila, Philippines
03.2015 - 07.2016
- Asia Pacific and North American Leader
- 24/7 campaign management
- Multiple site Management
- Staff Mentoring and Development
- Staff Performance Management
- 13 Clients with 20+ Lines of Business over multiple sites
- Performance Analysis and setting clear goals and objectives
- Analyzing and Driving Client KPIs
- Total headcount: 800+ but across multiple sites, regions and over 20 different Business lines
- Direct Reports: 8
- Streamlined operational processes to enhance efficiency across multiple departments.
- Mentored department managers, fostering leadership skills and promoting best practices within teams.
- Analyzed performance metrics to identify areas for improvement and drive continuous process enhancements.
- Oversaw budget management, ensuring financial resources were utilized effectively and efficiently.
- Oversaw daily operations across multiple departments, ensuring seamless coordination and efficient execution of tasks.
Training and CEC Director All Markets, Operations Director for BGC
Shore Solutions/Acquire BPO
Manila, Philippines
11.2014 - 03.2015
- Asia Pacific and North American Leader
- 24/7 campaign management
- Multiple site Management
- Coaching and Mentoring of my teams to ensure maximum results
- Quality, Performance Management and Agent Development Process building
- Client goal alignment
- Strategic planning across business units
- Support ratio efficiency
- Total headcount: 50+
- Direct Reports: 2
- Increased company revenue by streamlining processes and implementing cost-saving measures.
- Evaluated employee performance objectively using established metrics, leading to fair compensation adjustments based on meritocracy principles.
Director of Contact Centre Operations
International Masters Publishers/Rainmaker Asia/Shore Solutions
Manila, Philippines
02.2008 - 10.2014
- Client and Vendor Management
- Strategic launch of Outsourced partnership
- Staff Coaching, Mentoring and Development
- Inbound Calls – product orders, payment processing, delivery information, complaint resolution, upselling and cross selling
- Outbound Sales – add on offers, cross selling, upselling, new customer acquisition and previous customer re-activations
- Debt Collection
- Monitoring of Orders and Delivery Dates
- Lead Generation, Chat, Email and white mail
- Direct Response TV Management – high volume calls, order and inquiry handling
- Total headcount: 150+
- Direct Reports: 4
- Collaborated with cross-functional teams to develop innovative solutions addressing customer pain points, resulting in improved retention rates.
- Led people and organized and managed multiple projects.
- Mentored and developed high-performing staff members, preparing them for subsequent leadership roles within the organization.
Director of Customer Service
International Masters Publishers
Sydney, NSW
02.2006 - 02.2008
- Strategic Planning
- Resource management
- Multiple Lines of Business
- Developed Career paths for the team and ensuring those opportunities presented themselves
- Inbound Calls – product orders, payment processing, delivery information, complaint resolution, upselling and cross selling
- Outbound Sales – add on offers, cross selling, upselling, new customer acquisition and previous customer re-activations
- Debt Collection
- Monitoring of Orders and Delivery Dates
- Lead Generation, Chat, Email and white mail
- Direct Response TV Management – high volume calls, order and inquiry handling
- Team Leader and Support Management Development
- Vendor Management when we outsourced
- Total headcount: 70+
- Direct Reports: 4
Call Centre Manager
International Masters Publishers
Sydney, NSW
08.2000 - 02.2006
- Supported the Customer Service Manager in the day to day running of the Customer Service Department
- Inbound Calls – product orders, payment processing, delivery information, complaint resolution, upselling and cross selling
- Outbound Sales – add on offers, cross selling, upselling, new customer acquisition and previous customer re-activations
- Ensured the teams were meeting goals
- Workforce Management (rostering, reporting and analysis of results)
- Team Leader and Support Management Development
- Supporting of the Outsourced team when moved that to Teleperformance
Head Team Leader
International Masters Publishers
Pittsburgh, PA, USA
05.1999 - 08.2000
- Re-engineered their processes to enable them to meet the required service levels
- Achieve the up-sell goals
- Enhance productivity that meant we could reduce the headcount therefore being more cost efficient
Education
High School Diploma -
Sanquhar Academy
Dumfriesshire, Scotland05-1985
Skills
- Available now
- Flexible
- Hard working and extremely motivated
- High level strategic thinker
- Top level experienced Customer Support and Operations Leader
- Worked in financial services, telco industry, white goods, telemarketing, DRTV, Sales, technical support, email, chat, phone
- Supported following markets: US, UK, Europe, Asia, Au/NZ, South America, Africa
- Proficient in AI
- Intercom, Zendesk, Hubspot, Slack, google suite, Microsoft, Monday, Chat GPT
Timeline
Head of Customer Support
Quoine Pte Ltd (Subsidiary of FTX Global)
02.2018 - 01.2026
Community Director
Cloud Employee
11.2016 - 01.2018
Operations Director for Australia and North American Accounts
Shore Solutions/Acquire BPO
03.2015 - 07.2016
Training and CEC Director All Markets, Operations Director for BGC
Shore Solutions/Acquire BPO
11.2014 - 03.2015
Director of Contact Centre Operations
International Masters Publishers/Rainmaker Asia/Shore Solutions
02.2008 - 10.2014
Director of Customer Service
International Masters Publishers
02.2006 - 02.2008
Call Centre Manager
International Masters Publishers
08.2000 - 02.2006
Head Team Leader
International Masters Publishers
05.1999 - 08.2000
High School Diploma -
Sanquhar Academy
Billiards, Golf, Football, discovering AI
Billiards - I am an avid pool player and play in and run multiple tournaments each week
Golf - I grew up in Scotland and as the home of Golf I had to join in the fun, I only play socially now
Football - I am more a supporter than a player now but I love to watch as much as I can and play with the kids on the weekends
Discovering AI - its a technology that is going to change how we work, I am enjoying learning how it will befefit us all