Jeffrey Medina
Binan, Province Of Laguna,LAG
Summary
Strategic Operations Leader with over 20 years of BPO leadership experience in telecommunications, entertainment, and technical support. Expertise in leading high-performing teams, driving operational improvements, scaling businesses, and enhancing customer experiences while consistently exceeding performance targets and reducing attrition.
Overview
10
10
years of professional experience
Work History
Senior Manager, Operations
IQOR Philippines
09.2023 - 12.2025
- Led operational strategy across client programs to improve service delivery and organizational alignment.
- Directed cross-functional teams to streamline workflows and strengthen execution consistency.
- Oversaw performance reviews and coaching to elevate leadership capability and agent productivity.
- Monitored key operational metrics to identify risks and implement corrective action.
- Collaborated with clients and internal stakeholders to resolve issues and maintain service standards.
Manager, Community Operations
IQOR Philippines
04.2018 - 08.2023
- Led daily operations to maintain service levels, staffing alignment, and client satisfaction across support teams.
- Oversaw workforce scheduling and attendance controls to balance coverage and maintain operational efficiency.
- Streamlined operational processes to improve accuracy, reduce delays, and support consistent delivery standards.
- Coordinated performance reviews, coaching sessions, and corrective actions to strengthen agent productivity and accountability.
- Conducted regular performance reviews, identifying areas for improvement and developing action plans to address them.
- Analyzed performance reports to identify gaps, recommend improvements, and support informed management decisions.
- Mentored supervisors and team leads to reinforce compliance, communication, and execution quality.
Manager, Client Services
Convergys Philippines
07.2015 - 04.2017
- Led client issue resolution, coordinating cross-functional teams to restore service quality and maintain account satisfaction.
- Managed service delivery workflows, ensuring accurate case tracking, timely follow-up, and consistent client communication.
- Coordinated escalation management, prioritizing urgent concerns and aligning resolutions with client expectations.
- Monitored service levels and compliance requirements, reinforcing operational consistency across client accounts.
- Strengthened client relationships through proactive updates, issue ownership, and responsive service coordination.
Education
Bachelor of Science - Electronics And Communication Engineering
Polytechnic University of The Philippines
Manila01-2003
Skills
- Operations leadership
- Strategic planning
- Operations leadership
- Data-driven decision making
- Cross-functional collaboration
- Service delivery management
- Client management
- Troubleshooting and problem resolution
- Negotiation and conflict resolution
- Leadership development
- Employee engagement
Leadership Strengths
- Builds and develops high performing teams
- Drives results through accountability and performance excellence
- Champions operational efficiency and continuous improvement
- Strengthens client partnership and delivers value
Timeline
Senior Manager, Operations
IQOR Philippines
09.2023 - 12.2025
Manager, Community Operations
IQOR Philippines
04.2018 - 08.2023
Manager, Client Services
Convergys Philippines
07.2015 - 04.2017
Bachelor of Science - Electronics And Communication Engineering
Polytechnic University of The Philippines