JON PATRICK BARTOLOME
Sta. Maria
Summary
Professional Leader/TSR/CSR with strong background in coaching and team development. Adept at fostering collaboration and driving performance within diverse groups. Known for adaptability and reliability, consistently meeting evolving needs. Skilled in leadership, conflict resolution, and strategic planning to achieve optimal results. Recognized for effective communication and motivational skills that enhance team dynamics.
Overview
14
14
years of professional experience
Work History
Team Coach (ESET)
LTVplus, LLC
04.2022 - Current
- Managed 20 diverse technical support representatives for a Cybersecurity campaign.
- Motivated athletes to become stronger, more agile, and more effective through training habits and proper nutrition.
- Assumed responsibility for budgeting and tracking expenses.
- Improved team performance by implementing effective coaching strategies and setting clear goals.
- Addressed underperformance issues promptly with corrective action plans designed to drive rapid improvement in targeted areas.
Team Leader (Vivint Smart Home)
TaskUs Philippines
10.2020 - 04.2022
- Managed a group of 15-20 technical support representatives for a Home Security campaign.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Create detailed metric reports based on key performance indicators (KPIs) and meet with clients to present the findings, discuss insights, and align on next steps.
Assistant Manager (Optum Specialty Pharmacy)
Optum Global Solutions (Philippines), Inc.
08.2018 - 10.2020
- Managed a group of 10-15 customer service representatives for a Healthcare campaign.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Established team priorities, maintained schedules and monitored performance.
- Conducted employee performance evaluations, providing constructive feedback for growth and development.
Team Manager (AT&T ISM)
IBEX Global Solutions Philippines, Inc.
05.2017 - 06.2018
- Managed a group of 18-20 technical support/customer service representatives for a Telco (Tech/Sales) campaign.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and coached team members, increasing quality of work and employee motivation.
- Collaborated with cross-functional departments to drive cohesive efforts towards common goals and objectives.
Team Leader (AT&T U-Verse)
Convergys Philippines Service Corporation
07.2015 - 04.2017
- Managed a group of 10-15 technical support representatives for a Telco (Tech) campaign.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Subject Matter Expert (AT&T U-Verse)
Convergys Philippines Service Corporation
06.2013 - 07.2015
- Provided real-time support to technical support representatives.
- Handled call escalations from customers.
- Optimized subject matter content by conducting extensive research and incorporating industry trends.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
Technical Support Representative (AT&T U-Verse)
Convergys Philippines Service Corporation
10.2011 - 06.2013
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
Technical Support Representative (HP-IPG)
Stream Global Services Philippines Inc.
11.2010 - 02.2011
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Education
BTTE - Bachelor of Technical Teaching Education (Licensure Exam for Teachers Passer)
Technological University of the Philippines
01.2010
Electronics Engineering Technology -
Technological University of the Philippines
01.2009
Skills
- People Management
- Microsoft Office
- Customer service
- CRM management
- Time management
- Multitasking and organization
- Teamwork and collaboration
- Problem-solving
- Attention to detail
- Team motivation
- Staff training
- Coaching and mentoring
Summaryofqualification
- Ability to perform my duty under pressure and meet deadlines
- Ability to carry out multiple tasks and willing to take initiative
- Honest, patient, and flexible
References
- Ms. Rheza Cunanan, Senior Operations Manager, TDCX Philippines / +639178048899
- Ms. Jasper Oliver Martinez, Executive Assistant, Athena Philippines / +639085911366
- Mr. Aaron Paul Banayat, Team Leader, TaskUs Philippines (Fort Excellence - Meycauayan) / +639184958697
Training
- Alarm Data Security System Inc. (ADSSI Makati), Alarm Technician, 06/01/08, 08/31/08, Trainings involved assembling and disassembling alarm devices, Troubleshoot and maintenance of bank alarm systems, Install alarm devices including closed-caption television (CCTV)
- Don Alejandro Roces Sr., Science - Technology High School, Student-Teacher (Out-Campus), 06/01/10, 09/30/10, Taught Basic Electronics (Electronic Devices), Basic Troubleshooting
- Convergys Philippines Service Corporation (San Lazaro), Team Leader Onboarding, 04/01/15, 04/30/15, People Management, Coaching
- IBEX Global Solutions Philippines, Inc. (Shaw), Team Leader Onboarding, 12/01/17, 12/31/17, People Management, Coaching Tactics, MS Office Workshop
- Optum Global Solutions (Philippines), Inc., Manager Alpha 1 - 3, 12/01/18, 12/31/18, People Management, Coaching
Personal Information
- Age: 36
- Place of Birth: Malolos, Bulacan
- Date of Birth: 12/06/88
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Catholic
Languages
English
Advanced (C1)
Timeline
Team Coach (ESET)
LTVplus, LLC
04.2022 - Current
Team Leader (Vivint Smart Home)
TaskUs Philippines
10.2020 - 04.2022
Assistant Manager (Optum Specialty Pharmacy)
Optum Global Solutions (Philippines), Inc.
08.2018 - 10.2020
Team Manager (AT&T ISM)
IBEX Global Solutions Philippines, Inc.
05.2017 - 06.2018
Team Leader (AT&T U-Verse)
Convergys Philippines Service Corporation
07.2015 - 04.2017
Subject Matter Expert (AT&T U-Verse)
Convergys Philippines Service Corporation
06.2013 - 07.2015
Technical Support Representative (AT&T U-Verse)
Convergys Philippines Service Corporation
10.2011 - 06.2013
Technical Support Representative (HP-IPG)
Stream Global Services Philippines Inc.
11.2010 - 02.2011
Electronics Engineering Technology -
Technological University of the Philippines
BTTE - Bachelor of Technical Teaching Education (Licensure Exam for Teachers Passer)
Technological University of the Philippines
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