Lea Descaya
Cebu City,Cebu
Summary
BPO professional with over 20 years of experience. From customer service, technical support, dispatch, and sales and to stepping up to leadership roles such as operations management, account management. Proven ability to lead teams, improve performance, and deliver excellent customer and client satisfaction. Strong track record of driving results and building positive client relationships. I'm a lifelong learner who welcomes new challenges and opportunities, believing that continuous growth and success begin with the willingness to learn, adapt, and start anew.
Overview
3
3
Languages
1
1
Certification
24
24
years of professional experience
Work History
Team Leader/ Account Supervisor/ Account Manager/Operations Manager
CallTek Inc.
Cebu City, Cebu, Philippines
02.2012 - 08.2026
- Led customer service team operations, providing field service dispatch and technical support for hospitality clients.
- Improved team performance by identifying improvement areas and implementing corrective actions.
- Cultivated work environment emphasizing personal responsibility and continuous improvement practices.
Publishing Consultant/Post-Publication Rep
Author Solutions
Cebu City, Cebu, Philippines
09.2007 - 01.2012
- Contact customers after sales to check satisfaction and recommend additional services.
- Manage customer enquiries and provide detailed service information to improve satisfaction.
Sales Representative/Account Management Representative
Etelecare (now Concentrix)
Cebu City, Cebu,Philippines
11.2004 - 09.2007
- Offered Internet service packages to existing computer customers.
- Handled retention and cancellation of existing internet service customers.
Radio Announce/DJ
Hot FM & Power 91 FM
Dumaguete, Negros Oriental
01.2003 - 01.2004
- Entertains and informs listeners by hosting live broadcasts, playing curated music, sharing news, weather, and traffic updates and city announcements.
Education
Bachelor of Arts - Mass Communication
Negros Oriental State University
2004
Skills
- Customer service and support
- Account and operations management
- Client relationship management
- KPI analysis
- Team leadership
- Performance coaching
- Conflict resolution
- Problem solving
Certification
- 7 Basic Habits- Continuous Improvement, 2015-02-19
- Conflict Resolution, 2015-05-14
- Emotional Intelligence & Beyond, 2015-01-28
- Fire Safety Seminars, 2015-07-02
- Group Dynamics, teams & teamwork, 2015-03-18
- Leadership Workshop, 2019-09-19
- Motivation & Influence, 2015-03-19
- Performance Evaluation, 2015-05-27
- Team Coaching & Counseling, 2015-05-13
- Leadership Course, 2026-05-22
- Management Essentials, 2026-06-26
- Coaching 360, 2026-07-30
Language
English
Cebuano
Tagalog
Websites, Portfolios and Profiles
https://www.linkedin.com/in/lea-descaya-512693148
Additional Information
- Registered Real Estate Salesperson in the Philippines as part-time profession.
Timeline
Team Leader/ Account Supervisor/ Account Manager/Operations Manager
CallTek Inc.
02.2012 - 08.2026
Publishing Consultant/Post-Publication Rep
Author Solutions
09.2007 - 01.2012
Sales Representative/Account Management Representative
Etelecare (now Concentrix)
11.2004 - 09.2007
Radio Announce/DJ
Hot FM & Power 91 FM
01.2003 - 01.2004
Bachelor of Arts - Mass Communication
Negros Oriental State University