Joven F. Villanueva
Team Leader, Operations
101 Maganda St. Riverside Subd. Santo Domingo
Summary
Well-organized and dependable professional with proven leadership experience in managing team performance and customer service operations. A creative and results-driven team player with strong communication skills, positive attitude, and commitment to excellence. Skilled in training, coaching, escalation handling, and operational reporting. Highly adaptable and analytical, able to work effectively under pressure, lead diverse teams, and maintain high standards of safety and efficiency.
Overview
16
16
years of professional experience
10
10
Certifications
Work History
Team Leader - CRM Operations
Concentrix Daksh Services Philippines Corporation
01.2019 - Current
Ecommerce and Retail Service (US Account Ecommerce Platform-USA Services)
- Trained and coached new hires and existing agents to improve performance
- Supervised daily team operations and ensured KPI adherence
- Resolved escalated customer concerns and supported frontline staff
- Led regular team huddles to maintain engagement and morale
- Conducted QA audits and implemented performance improvement plans
- Managed team performance, attendance, and policy compliance
- Generated and presented performance reports to clients and leadership Management.
Sr. Representative, Operations Support (SME)
Concentrix Daksh Services Philippines Corporation
01.2017 - 01.2019
Telecommunications Services (Spint & T-Mobile US Account)
- Supported agents with real-time guidance and managed escalations
- Collaborated with team leaders to address performance gaps
- Monitored trends to enhance delivery service and customer satisfaction
Customer Service & Technical Support Representative
Concentrix Daksh Services Philippines Corporation
01.2013 - 01.2017
Telecommunication Services (DishNetwork US-Account)
- Provided customer service via calls/emails for billing, orders, tech support
- Handled product inquiries, upselling, and account cancellations
- Consistently met performance targets for quality and customer satisfaction
TeleSales Representative
Transglobal Corporation
03.2012 - 03.2013
Telecommunication Services (US Account-Owtel Services)
- Handled inbound/outbound sales, billing, and basic tech support
- Maintained accurate records and hit monthly sales goals
Warehouse Sales Assistant
Masing and Son Industrial Development Corporation
02.2011 - 02.2012
- Managed inventory, deliveries, and cleanliness of warehouse
- Assisted with labeling, audit reports, and admin functions
Office Clerk / Auditor
Peppermill Food Corporation
05.2010 - 01.2011
- Handled filing, Documentation, and Branch Audits
- Assisted in Store Operations and Customer Service
Education
Bachelor of Science - Secondary Education, Technology and Livelihood Education
Aklan State University – Teachers Education Center
04.2010
Skills
Communication skills
Leadership development
Performance tracking and management
Customer relations management
Issue escalation and resolution strategies
Improvement processes
Quality control and compliance measures
Technical support services
Data reporting and analysis skills
Daptability with strong work ethic
Digital tools including Microsoft Office Suite
General public relations strategies
Diverse interpersonal communication
Additional Information
Passport No: P5997119A
SRN No: 9005100151
SRB: AO46514
SID: 250102158
NBI ID No: V451EJJN09-RC2461945
Tin No: 421-263-502-000
SSS No: 07-2567133-2
Pagibig No: 1210-3153-4180
Philhealth No: 01-051398649-7
Vacination:
1st: L202106044-SinoVac 9/1/21
2nd: C202108171-Sinovac 10/06/21
Lot No. K24 -FluVac 6/21/25
Certification
STCW- BT Training COP Certificate No:BT200124389925
References
- Ryan Jim, Delos Santos, Operations Manager, Concentrix Daksh Services +63 906 524 2848
- Evangeline, Serrana, Sr. Team Leader Supervisor, Concentrix Daksh Services +63 956 519 0341,
Timeline
Competency Based Behavioral Interview
10-2025
STCW- BT Training COP Certificate No:BT200124389925
09-2025
SDSD COP Certificate No: SDSD200032745025
09-2025
Lead Now Preparatory Course
05-2024
Grow Coaching (iGrow)
03-2024
Lean Six Sigma Yellow Belt Training
02-2024
Training for People Managers
02-2024
Team Leader - CRM Operations
Concentrix Daksh Services Philippines Corporation
01.2019 - Current
Sr. Representative, Operations Support (SME)
Concentrix Daksh Services Philippines Corporation
01.2017 - 01.2019
Customer Service & Technical Support Representative
Concentrix Daksh Services Philippines Corporation
01.2013 - 01.2017
TeleSales Representative
Transglobal Corporation
03.2012 - 03.2013
Warehouse Sales Assistant
Masing and Son Industrial Development Corporation
02.2011 - 02.2012
Office Clerk / Auditor
Peppermill Food Corporation
05.2010 - 01.2011
Student teachers and Teacher Mentors Congress
03-2010
Seminar on Instructional Planning
10-2009
Crew Leaders Training Course
10-2005
Bachelor of Science - Secondary Education, Technology and Livelihood Education
Aklan State University – Teachers Education Center