Jheremy Gono
Davao City
Summary
Results-driven team manager with over 4 years of leadership experience in the BPO industry. Proven record of improving team performance, enhancing customer satisfaction, and streamlining operations. Skilled in operations management, quality assurance, and team development, with a strong focus on driving performance, client success, and continuous improvement. Known for excellent communication, problem-solving, and leadership that promote collaboration and deliver consistent results.
Overview
5
5
years of professional experience
Work History
Team Manager | Airbnb.com APAC & EMEA
Concentrix Philippines, Davao City
04.2024 - Current
- Expert in Airbnb's workflows and policies, including claims, review disputes, and more, to ensure seamless listing management. Managed a team of 15-20 support agents handling guest and host inquiries, concerns, and issues related to listings, reservations, stays, and experiences. Served as the frontline for claims requests from hosts and guests, Aircover protections, host damage claims, calendar management, listing pricing, and other resolutions. Oversaw all guest and host concerns tied to listings, stays, and reservations.
- Key Roles:
- CS Community Education Lead
- CS Resolutions 1 Lead
- CS Resolutions 2 Lead
- CS Dedicated Super Host Support Lead
Operations Supervisor
iQor Philippines, Davao City
01.2022 - 03.2024
- Provided guidance and support to agents by addressing questions on best practices and handling complex or escalated calls. Identified operational issues and recommended effective solutions to improve workflow efficiency and customer experience. Monitored and evaluated team performance, conducted coaching sessions, and implemented corrective actions when needed to ensure consistent achievement of targets and continuous team development.
SUBJECT MATTER EXPERT Customer Service Representative
iQor Philippines, Davao City
12.2021 - 01.2022
- Supported agents by providing guidance, resources, and coaching to improve performance and service quality. Handled customer concerns, billing inquiries, and account issues with accuracy and professionalism, ensuring timely resolutions and customer satisfaction in line with company standards.
CUSTOMER SERVICE REPRESENTATIVE AmeriMark.com
VXI Global Holdings, Davao City
05.2021 - 10.2021
- Assisted customers with order-related concerns, billing inquiries, and account-related questions, ensuring accurate and timely resolution. Provided clear options and solutions in line with company policies while maintaining high standards of quality and customer satisfaction through professional and empathetic communication.
Customer Service Representative
iQor Philippines, Davao City
09.2020 - 03.2021
- Assisted customers with orders, inquiries, and complaints by providing accurate information and tailored solutions. Resolved order related issues, billing and account concerns promptly and professionally, ensuring quality service and high customer satisfaction.
- Amazon.com
Education
BS Hospitality Management -
Gabriel Taborin College of Davao
Davao City01.2022
Senior High School - STEM
St. Mary's College of Tagum Inc.
Tagum City01.2019
Skills
- Strong leadership and people management abilities
- Excellent communication and interpersonal skills
- Proven ability to motivate, coach, and develop team members
- Customer-centric mindset with strong problem-solving skills
- Skilled in performance management and quality assurance
- Adaptable and analytical in fast-paced, results-driven environments
- Customer focus
- Employee scheduling
- Influencing skills
- Staff development
- Performance coaching
References
- Rocky, Viran Mejos, Operations Manager (Former Direct Manager - iQor), rockyviran.mejos@iqor.com, iQor, Former Direct Manager
- James, Lazarte, Team Manager (Former Colleague - iQor), james.lazarte@iqor.com, iQor, Former Colleague
- Paul Vinsly, Nardo, Operations Manager (Former Direct Manager), paulvinsly.nardo@concentrix.com, Concentrix, Former Direct Manager
- Renato, Bantilan, Team Manager (Former Colleague - Concentrix), renato.bantilan@concentrix.com, Concentrix, Former Colleague
LANGUAGES
English (Fluent)
Filipino (Fluent)
Timeline
Team Manager | Airbnb.com APAC & EMEA
Concentrix Philippines, Davao City
04.2024 - Current
Operations Supervisor
iQor Philippines, Davao City
01.2022 - 03.2024
SUBJECT MATTER EXPERT Customer Service Representative
iQor Philippines, Davao City
12.2021 - 01.2022
CUSTOMER SERVICE REPRESENTATIVE AmeriMark.com
VXI Global Holdings, Davao City
05.2021 - 10.2021
Customer Service Representative
iQor Philippines, Davao City
09.2020 - 03.2021
BS Hospitality Management -
Gabriel Taborin College of Davao
Senior High School - STEM
St. Mary's College of Tagum Inc.