John Fevy Maligro
Cebu
Summary
Highly results-driven and detail-oriented BPO Team Leader with 9 years of progressive experience in Customer Operations and Service Delivery. Proven ability to lead large, cross-functional service teams and implement strategic performance management frameworks, resulting in consistent achievement of critical KPIs and elevated client satisfaction. Seeking to leverage deep expertise in process optimization and talent development to drive efficiency and growth at your company.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Team Leader, Customer Operations
CONCENTRIX
09.2016 - 07.2025
- Performance Leadership: Led a high-volume team of 16 agents across multiple service lines (e.g., Technical Support, Customer Retention), consistently achieving a top 5% rank in all critical KPIs (CSAT, LPR, AHT).
- Process Improvement: Implemented a new internal Quality Assurance framework and coaching process that resulted in a 15% lift in First-Call Resolution (FCR) in under six months.
- Talent Development: Reduced voluntary attrition by 18% year-over-year through targeted 1-on-1 coaching, motivational programs, and creating clear progression paths for top talent.
- Quota Attainment: Spearheaded team efforts to surpass aggressive monthly lead generation and sales targets, resulting in hitting 25% lead pass rate achievement and earning the ‘Top Performing Team’ recognition 6 times.
- Led team in executing daily operations, ensuring alignment with company objectives.
- Developed and implemented training programs to enhance team performance and efficiency.
Senior Agent / Subject Matter Expert, Customer Operations
TELEPERFORMANCE
08.2015 - 08.2016
- Managed the successful transition and training for a new BPO campaign of 15 agents, achieving production readiness 3 days ahead of the contracted schedule.
- Monitored and analyzed real-time service level agreements (SLAs), proactively adjusting staffing and call distribution to prevent service gaps.
Education
Bachelor of Science - Hotel & Restaurant Management
Saint Vincent’s College
Dipolog City, Zamboanga del Norte10-2014
Skills
- Operational & Technical
- Process & Methodology: Quality Assurance (QA), Root Cause Analysis (RCA), Call Flow Optimization, Lean Six Sigma, Training & Onboarding
- Data & Reporting: Performance Reporting, MS Excel (VLOOKUP, Pivot Tables), Google Sheets
- Core Leadership
- People Management & Coaching, Conflict Resolution, Employee Engagement, Motivational Coaching, Strategic Planning
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
Certification
Lean Six Sigma Yellow Belt, CONCENTRIX, 2019
Languages
English
Advanced (C1)
Timeline
Team Leader, Customer Operations
CONCENTRIX
09.2016 - 07.2025
Senior Agent / Subject Matter Expert, Customer Operations
TELEPERFORMANCE
08.2015 - 08.2016
Bachelor of Science - Hotel & Restaurant Management
Saint Vincent’s College
AWARDS
Team Leader of the Year Award - CONCENTRIX - November, 2024
Team Leader of the Year Award - CONCENTRIX - November, 2023
Season's Champion - CONCENTRIX - July, 2023
Team Leader of the Year Award - CONCENTRIX - November, 2022
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