John Paul Tenorio CLSSBB
Senior Manager
Caloocan
Summary
John Paul "JP'' Tenorio, a Certified Lean Six Sigma Black Belt, brings to the table a wealth of experience cultivated at Birdeye, a prominent SaaS company in the US, where he excelled as a Senior Manager overseeing technical support. His professional journey encompasses a spectrum of skills including technical support, customer service, and sales, all finely tuned through his tenure with top-tier Telco clients such as Verizon, AT&T, Lumen (CenturyLink), Helio, and Spark NZ. Armed with a Bachelor of Business Administration with a focus on Financial Management, JP kickstarted his career as a bookkeeper at Landbank of the Philippines head office before transitioning to a role as a 401k expert at Melon Bank via ACS. In 2004, he made his foray into the BPO sector as a frontline agent, steadily climbing the ranks to assume leadership positions culminating in Senior Managerial responsibilities in 2020. JP embodies a steadfast commitment to excellence, integrity, and perseverance, consistently driving operational efficiency and fostering business growth. His extensive skill set spans Customer Relations Management, Technical Support, Customer Service, Billing, and Sales, showcasing his adeptness in navigating the dynamic BPO and SaaS landscape.
Overview
21
21
years of professional experience
8
8
years of post-secondary education
Work History
Senior Manager
Birdeye, Booth and Partners
12.2022 - 02.2024
- Operation
- Technical Support and Sales
- Building high-performance teams and develop people, creating a shared vision and responsible for results in terms of Customer service satisfaction and Sales
- Recruit, develop and manage a team of support engineers, team lead/s and manager/s
- Develop and implement processes for managing schedules, workload, response, resolution, and quality
- Monitor and manage support engineer queues and escalate issues as necessary to the engineering team
- Prepare, document, and deliver training and development plans and performance evaluations
- Responsible for driving initiatives s.a
- Upselling, account management, and customer success
- Participating in cross-functional projects involving Birdeye product or service offerings
- Identifying and working on issues that affect the Support Service team/s
- Serving as a liaison role, creates a bridge that connects the technical and business perspectives of customer engagements
- Responsible for improving the overall experience at the workplace by ensuring quality-of-service delivery, and building a strong culture, while scaling the team as the company grows.
Project Manager (Senior Operations Manager)
MOVATE, CSS Corp ICT Services
05.2020 - 12.2022
- Customer Service, Sales and Billing (CenturyLink / Lumen- Chat)
- Successfully launched CSS Corp’s first Sales & Customer Service program
- Coaches and develops direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training and other coaching techniques
- Conducts regular performance reviews and one-on-one meetings to evaluate performance against KPIs
- Generates and reviews operational reports on a regular basis and develop and implement actions to address deficiencies
- Maintains and improves call center operations by monitoring performance; identifying and resolving problems; preparing and completing action plans; and process improvement for operations, quality assurance and training programs
- Accomplishes organization goals by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
- Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
- Accomplishes call center human resource objectives by recruiting, selecting, orienting, training, assigning, coaching, counseling, and disciplining employees; communicating job expectations; planning, monitoring, appraising, and reviewing job contributions; enforcing policies and procedures.
Operations Manager
AFNI Philippines Inc
12.2014 - 07.2018
- Customer Service, Sales and Billing (Verizon Voice & Chat)
- Led and managed a team of up to eight Coaches / Team Managers who manage up to 18 Sales and Customer Representatives each
- Prepared client’s Daily Performance read out file and provides action and execution plans to maintain and increase daily performance results
- Ensured compliance with legal, regulatory, policy, and business requirements when carrying out transactions and providing information in the line with the Client’s Secure Work Space guidelines
- Determined call center operational strategies by conducting needs assessments, performance reviews, contributing information and analysis to organizational strategic plans and reviews.
Senior Team Leader
Tele Tech
11.2009 - 11.2014
- Sales and Technical Support; Broadband Help Desk -Spark New Zealand
- Observed calls on a regular basis both side-by-side and remotely, assessing the quality of the interaction, customer service skills, product, process and systems knowledge
- Acts as a coach to the team of up 18 CSR/TSR, both informally and through formal coaching sessions, assessing TSR skills and providing regular, consistent and constructive feedback to improve QA performance and motivate individuals to achieve their targets
- Translated center objectives for the team and use effective management skills/techniques to motivate and drive the team in achieving these objectives
- Implements performance agreements for all team members and conduct regular reviews
- Conducted the regular performance management reviews using an appropriate application of the rating system across the spread of team members
- Implemented development plans for all team members as appropriate
- Identifies the training needs of team members and coordinate the efforts to deliver the necessary training
- Worked with other operational groups such as QA, Trainers to ensure that feedback and immediate coaching plans have been delivered to address any opportunity gaps
Team Leader Technical
Convergys Services Corporation, Time Warner Cable
06.2008 - 06.2009
- AT&T Bellsouth
- Coached and developed a team of 15-18 technical support agents in all aspects of their job to meet and exceed center objectives
- Daily management of all operational processes to ensure that quality, efficiency, productivity and
- CSAT standards/targets are met
- Review and analyze reports, records, and data to meet and exceed customer and company objectives
- Responsible for the implementation and continued follow-up of updates and recursive training
- Handled escalated customer calls
- Works directly with HR Generalist to handle disciplinary and compliant resolution.
Team Leader
Teleperformance, Helio Telecoms
10.2007 - 06.2008
- Mobile and Billing Tech Support
- Coached and counseled 20-25 agents with their performance and offered recommendation to improve results and standard KPI’s
- Formulated analytical study of both qualitative and quantitative results of projects
- Conducted additional trainings to all agents to further improve performance
- Listened to live conversation of agents
- Accomplished hourly and daily reports
- Responded to escalated and unresolved calls from less experienced agents
- Evaluated agents under their stewardship for possible career advancement
- Took initiative to offer recommendations and uses effective decision making skills to gain trust and promote team building with in the team and the account.
Assistant Manager
HSBC Electronic Data Processing Philippines Inc
01.2006 - 09.2007
- Responsible for managing a team of approximately 10-15 Customer Care Associates in an inbound call center environment
- Management includes monitoring, coaching, recruiting and training teams
- Drives team to achieve quantitative monthly goals while maintaining audit and quality guidelines
- Responsible for monitoring the quality of work and providing necessary development to associates to achieve quality and productivity goals and to contribute to overall sales goals
- Focused team on bottom line results and achieves goals through consistent communication, motivation, and recognition, training and coaching
- Initiated action and recommended associates for merit increases promotions and other personnel changes
- Diffused irate customers and resolves escalated customer inquiries and acts as an owner by making appropriate judgment calls regarding account resolution
- Provided necessary follow-up to customers
- Provided recommendations to management to improve quality, productivity, morale, sales and communication within the team to ultimately improve the level of service provided to
- HSBC customers
- High Sales
Customer Care Associate
09.2005 - 01.2006
- Assisted AMO on Admin and Supervisory tasks
- Coached Fellow Agents with performance, quality and sales
- Answered queries from Card members regarding their HSBC, GM, Household and
- Orchard Credit Cards (MasterCard and Visa.)
- Up sell enhancement services to card members depending on the results of needs analysis.
Customer Care Associate
HSBC
02.2005 - 08.2005
- Answered queries from Card members regarding their, , GM, Household and
- Orchard Credit Cards (MasterCard and Visa.)
- Educated card members on their monthly statements and how to go about computing their finance charges
- Assisted card members in processing balance transfers and processed lost/stolen reports
- Up sell enhancement services to card members depending on the results of needs analysis.
Customer Care Representative
Advanced Contact Solutions Inc, Mellon Human Resource Solutions
01.2004 - 01.2005
- Answered queries of participants regarding their 401 (k) Retirement Account
- Helped participants in going about fund transfer, fund reallocation, investment direction changes and contribution rate changes
- Assisted participants in taking loans, withdrawals and final distributions.
Bookkeeper
Land Bank of the Philippines
07.2003 - 06.2004
- Prepared the Consolidated Daily Report of Condition, Regions VI
- In charge in consolidation of Data for Publication, Regions VI-VIII
- Prepared the Statement of Condition, Foreign Regular Accounts
- In Charge in transmittal of Land Bank’s GSInventory to BSP
- Helped in the consolidation of the Report on Exposure to Real Estate Industry.
Education
Bachelor of Science - Financial Management
Colegio De San Juan De Letran, Lady of Mt
01.1999 - 01.2003
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01.1993 - 01.1997
Skills
Troubleshooting and problem resolution
undefinedTimeline
Senior Manager
Birdeye, Booth and Partners
12.2022 - 02.2024
Project Manager (Senior Operations Manager)
MOVATE, CSS Corp ICT Services
05.2020 - 12.2022
Operations Manager
AFNI Philippines Inc
12.2014 - 07.2018
Senior Team Leader
Tele Tech
11.2009 - 11.2014
Team Leader Technical
Convergys Services Corporation, Time Warner Cable
06.2008 - 06.2009
Team Leader
Teleperformance, Helio Telecoms
10.2007 - 06.2008
Assistant Manager
HSBC Electronic Data Processing Philippines Inc
01.2006 - 09.2007
Customer Care Associate
09.2005 - 01.2006
Customer Care Associate
HSBC
02.2005 - 08.2005
Customer Care Representative
Advanced Contact Solutions Inc, Mellon Human Resource Solutions
01.2004 - 01.2005
Bookkeeper
Land Bank of the Philippines
07.2003 - 06.2004
Bachelor of Science - Financial Management
Colegio De San Juan De Letran, Lady of Mt
01.1999 - 01.2003
undefined
01.1993 - 01.1997
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