Julie Ann Manguera
People Service Manager
Capas,PAM
Summary
Results-driven People Service Manager with 10+ years of experience in people leadership, training, and operations across BPO, virtual assistance, and accounting services. Expert in managing large teams, improving engagement and retention, and serving as a strong bridge between clients and internal stakeholders.
Overview
12
12
years of professional experience
2
2
Certifications
2
2
Languages
Work History
People Service Manager
TOA Global
04.2024 - Current
- Lead and support 90+ team members handling multiple accounting-related clients
- Manage team concerns, tickets, escalations, and performance issues
- Conduct regular 1:1s and monthly catch-ups to track performance and development
- Relay and resolve client feedback and concerns efficiently
- Monitor attrition, attendance, and compliance metrics
- Support and execute employee engagement initiatives to boost morale and retention
Team Leader
TaskUs
02.2023 - 04.2024
- Supervised daily operations of virtual assistant teams
- Led team meetings to communicate updates, expectations, and changes
- Delivered structured coaching and performance feedback
- Analyzed KPIs and prepared performance reports
- Promoted a positive, high-performing team culture through recognition
- Served as main client contact for expectations and issue resolution
- Handled client requests including calendar management, travel booking, itinerary planning, meal planning, and gift sourcing
Trainer
TaskUs
09.2019 - 02.2023
- Trained agents across Customer Support and Menu Transcription LOBs
- Conducted new hire orientation, product training, and nesting
- Delivered refresher and conversion training programs
- Supported the launch of new LOBs in Mohali, India (June-July 2022)
Trainer
iQor Philippines
01.2014 - 01.2019
- Certified iQor Trainer; promoted from Agent to Trainer
- Handled Sprint General Care and Worldwide Specialist programs
- Facilitated product training, nesting, and refresher sessions
- Conducted conversion training and developmental coaching
Education
Bachelor of Science - Accounting Technology
Dominican College of Tarlac
Skills
People & Performance Management
Client & Stakeholder Relations
Team Engagement & Retention
Coaching & Development
Training & Facilitation
Data Analysis & Reporting
Certification
Trainer Certification Program – Level 1 (iQor)
Timeline
People Service Manager
TOA Global
04.2024 - Current
Team Leader
TaskUs
02.2023 - 04.2024
Trainer
TaskUs
09.2019 - 02.2023
Trainer
iQor Philippines
01.2014 - 01.2019
Bachelor of Science - Accounting Technology
Dominican College of Tarlac
Character Reference
Cristina Sanchez
Site Head at TOA Global
0998-989-6780
Ghinel Arellano
Recruiting Manager at HireSparks AV Recruiting
0969-060-0410