Joel Joy Encarguez
Davao City
Summary
Dynamic team leader with a strong focus on communication and interpersonal skills. Cultivates a supportive work environment that fosters team development and collaboration. Utilises data analysis to identify trends and implement effective solutions that boost performance and exceed customer expectations.
Overview
2
2
Languages
1
1
Certification
9
9
years of professional experience
Work History
Team Leader
Concentrix
08.2025 - Current
- Guided, motivated, and developed team members to consistently achieve performance goals.
- Oversaw team operations to ensure high-quality service delivery and enhance customer satisfaction.
- Monitored team performance, identifying areas for improvement and implementing corrective actions.
- Skilled in analyzing situations, resolving conflicts, and making sound operational decisions under pressure.
- Competent in evaluating performance metrics and preparing reports for management review.
- Cultivated supportive, positive, and helpful working environment to maintain excellent employee relationships.
- Resolved complex customer enquiries, disputes and complaints.
- Delivered quality service with friendly and professional demeanour.
Operations Validator
Concentrix
01.2023 - 01.2025
- Ensured compliance monitoring and adherence to standards.
- Delivered quality assurance audits and process reviews.
- Identified operational trends through data analysis and proposed improvements to optimise workflows.
- Performed behavioral analysis of customer interactions.
- Evaluated candidates and assessed skills to match organisational needs.
- Recommended hires based on analysis of performance metrics to enhance team capabilities.
- Provided constructive feedback to candidates and HR teams.
- OVCC
Subject Matter Expert (SME)
Concentrix
01.2019 - 01.2023
- Delivered training and mentorship to enhance team capabilities.
- Ensured adherence to best practices and quality standards.
- Recommended and implemented process improvements to streamline operations.
- Resolved operational challenges and escalations.
- Maintained project documentation and communicated updates to stakeholders.
- Managed customer service operations, ensuring high-quality service delivery at AT&T Cricket Wireless
Customer Service & Technical Support Representative
Ibex Global Solutions
01.2018 - 01.2019
- Delivered step-by-step troubleshooting and technical support to resolve customer issues effectively.
- Achieved high customer satisfaction by resolving inquiries promptly and effectively.
- Managed customer inquiries through calls, emails, and chats, ensuring timely assistance.
- Supported sales by generating leads and providing product knowledge.
- Maintained accurate documentation and escalated complex issues.
- Worked at AT&T Cricket providing customer service support.
Education
Bachelor of Science - Secondary Education
University of Mindanao
Tagum City01-2018
Skills
- Team Leadership & Training
- Quality assurance
- Technical support
- Data Analysis & Documentation
- Operational Reporting
- Conflict resolution
- Adaptability & Time Management
- Communication and Interpersonal Skills
Languages
English
Filipino
Custom
- Lorraine Jean Sequina, Recruitment Specialist II, Concentrix CVG, +63 915 327 9954, lorrsequina@gmail.com
- Rea Sumalinog, Sr. Talent Acquisition Representative, Concentrix CVG, +63 919 337 3135, mamparoyang@gmail.com
Certification
- SPOT - TRAINING FOR PEOPLE MANAGERS | Concentrix University | June 2026
- MENTAL HEALTH AWARENESS | July 2026
- GLOBAL SEXUAL HARASSMENT PREVENTION TRAINING – MANAGER | February 2026
Interests
Outdoor Activities – Enjoys spending time outside with friends, engaging in recreational and team-building activities that promote wellness and collaboration
Music Appreciation – Passionate about exploring different genres and artists
Timeline
Team Leader
Concentrix
08.2025 - Current
Operations Validator
Concentrix
01.2023 - 01.2025
Subject Matter Expert (SME)
Concentrix
01.2019 - 01.2023
Customer Service & Technical Support Representative
Ibex Global Solutions
01.2018 - 01.2019
Bachelor of Science - Secondary Education
University of Mindanao