Summary
Overview
Work History
Education
Skills
Timeline
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Rodolfo Bulawan, Jr.

Rodolfo Bulawan, Jr.

Summary

Experienced people leader with skills and expertise to effectively guide teams. Strong focus on customer retention, process improvement, and achieving results, ensuring adaptability with changing needs. Proficient in team management and strategic planning. Reliable and flexible, fostering a cohesive and productive team environment. Utilizes strong organizational and communication skills to foster collaboration and drive performance.

Overview

16
16
years of professional experience

Work History

Team Lead

Shopee
05.2021 - Current
  • Oversees the operations of Seller Support and Claims teams who attend to escalated concerns from customers of SPX Express, Shopee's integrated courier
  • Manages stakeholders and handles complex situations that could impact the organization
  • Collaborates with other department leads to streamline workflows, improve interdepartmental coordination, and achieve business goals collectively
  • Conducts regular progress reviews with individual team members to identify areas for improvement and provide guidance on their career development
  • Enhances overall team performance by providing regular coaching, feedback, and skill development opportunities

Team Lead

Uber
04.2016 - 06.2020
  • Managed up to 20 Community Operations Specialists for Uber's driver support center catering to 3 North America lines of business
  • Increased customer satisfaction and Net Promoter Score by ensuring timely and accurate responses and adherence to quality standards
  • Promoted a positive work environment by fostering teamwork, open communication, and employee recognition initiatives

Performance Development Coach

ePerformax Contact Centers & BPO
01.2015 - 01.2016
  • Supervised the day-to-day operations of a team of 15 to 20 Customer Service Representatives for PayPal
  • Enhanced team performance by implementing personalized coaching plans and development strategies
  • Supported employees in achieving their career goals, providing guidance on professional growth opportunities

Performance Analyst

ePerformax Contact Centers & BPO
10.2012 - 01.2015
  • Evaluated phone calls, analyzed performance trends, and provided timely, transformative feedback to CSRs
  • Drove customer satisfaction improvements through focused analysis on service delivery processes and customer feedback trends
  • Fostered a culture of continuous improvement by championing the use of analytics-based decision making throughout the organization

Customer Support Representative

ePerformax Contact Centers & BPO
06.2009 - 10.2012
  • Responded to a broad spectrum of inquiries from PayPal customers via phone and email
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information
  • Exceeded performance metrics by consistently providing high-quality support to customers

Education

Bachelor of Arts - Broadcast Communication

Polytechnic University of The Philippines
01.2010

Skills

  • Leadership
  • Operations management
  • Coaching and mentoring
  • Performance management
  • Quality control and improvement
  • Complex problem-solving
  • Data-driven decision-making
  • Stakeholder management
  • Customer orientation
  • Attention to detail
  • Microsoft 365
  • Google Workspace

Timeline

Team Lead

Shopee
05.2021 - Current

Team Lead

Uber
04.2016 - 06.2020

Performance Development Coach

ePerformax Contact Centers & BPO
01.2015 - 01.2016

Performance Analyst

ePerformax Contact Centers & BPO
10.2012 - 01.2015

Customer Support Representative

ePerformax Contact Centers & BPO
06.2009 - 10.2012

Bachelor of Arts - Broadcast Communication

Polytechnic University of The Philippines

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Rodolfo Bulawan, Jr.