LESLIE DAVID
SUPERVISOR, OPERATIONS
Mabalacat City
Summary
A career in BPO began as a working student and frontline agent, leading to expertise in recruitment, quality assurance, training, and operations. Progressed to a supervisory role during the global pandemic, facing unforeseen challenges that required rapid adaptation and strategic leadership. Successfully led a team of remote specialists, achieving exceptional results while managing the complexities of transitioning programs after the previous one concluded in 2024. Spearheaded the launch of a new program that experienced remarkable growth, now encompassing five lines of business, demonstrating an ability to drive innovation and achieve sustainable success in evolving environments.
Overview
2026
2026
years of professional experience
4
4
Certifications
Work History
SUPERVISOR, OPERATIONS
RMS Collect Phils. Inc., an IQor Company
2023 - Current
- Facilitates performance review with clients
- Deliberates team performance with managers
- Manages performance of team members to meet client expectation on collections, compliance, and customer satisfaction
- Provides feedback and coaching to team members to help improve their call-handling skills
- Manages team attrition by motivating team members and conducting regular check-ins (includes twice a year Team Building)
- Creates and implements action plans based on identified opportunities
- Holding regular huddles and team meetings
- Manages administrative tasks such as payroll, HR issues, tech issues, etc.
- Led by example, demonstrating commitment and professionalism that inspired team members to excel.
EMPLOYEE ENGAGEMENT OFFICER
RMS Collect Phils. Inc., an IQor Company
2023 - Current
- Develop and implement programs and initiatives that foster an engaging environment and boost employee morale.
NESTING COACH
RMS Collect Phils. Inc., an IQor Company
2022 - 2023
- Guide new agents through the nesting phase, which is crucial for their transition to independent work.
QUALITY ANALYST
RMS Collect Phils. Inc., an IQor Company
2021 - 2022
- Monitor and evaluate customer interactions to ensure service quality, conducting quality audits, identifying areas for improvement, providing feedback and coaching, ensuring compliance, and data analysis.
COLLECTION SPECIALIST
RMS Collect Phils. Inc., an IQor Company
2018 - 2021
- Part of a credit card debt collection program for a leading bank in the US
HIRING OFFICER
Cyber City Teleservices Inc., an IQor Company
2017 - 2018
- Assess and evaluate the candidate's fit with the company's culture, values, and long-term goals.
CUSTOMER SERVICE REPRESENTATIVE
Cyber City Teleservices Inc., an IQor Company
2014 - 2017
- Promote ethical business practices, enhancing brand reputation and employee satisfaction.
SALES AGENT
Cyber City Teleservices Inc.
2013 - 2014
- Part of a catalog campaign as an inbound sales representative.
Education
MBA - In Leadership For A Sustainable Economy
HOLY ANGEL UNIVERSITY
Angeles City, Province Of Pampanga, Philippines 04.2001 -
Bachelor of Science - In Tourism Management
MABALACAT CITY COLLEGE
Mabalacity City, Pampanga, Philippines04-2015
Skills
Leadership
Communication
Coaching and Development
Team Management
Problem Solving
Conflict Resolution
Analytical Skills
Customer Service
Emotional Intelligence
Time Management
Adaptability
Certification
Graduate of iQor’s award-winning PeaQ Performance Coaching Program
References
Gerald Dizon
Manager, Training and Quality
RMS Collect Phils. Inc., an iQor Company
+63 906 754 4726
geraldcdizon@gmail.com
John Mhar De Jesus
Supervisor, Operations
RMS Collect Phils. Inc., an iQor Company
+63 961 097 5515
johnmhardejesus20@gmail.com
Leonelle Llaneta
Supervisor, Operations
RMS Collect Phils. Inc., an iQor Company
+63 955 533 4877
llanetaleonelle23@gmail.com
Timeline
Attended Leaders Training and Conferences in AZ, USA
04-2025
Contininously learning iQor's iLead Program for Supervisors (2024 - present)
08-2024
Graduate of iQor’s sQholar Leadership Program
11-2023
Graduate of iQor’s award-winning PeaQ Performance Coaching Program
07-2022
MBA - In Leadership For A Sustainable Economy
HOLY ANGEL UNIVERSITY
04.2001 -
SUPERVISOR, OPERATIONS
RMS Collect Phils. Inc., an IQor Company
2023 - Current
EMPLOYEE ENGAGEMENT OFFICER
RMS Collect Phils. Inc., an IQor Company
2023 - Current
NESTING COACH
RMS Collect Phils. Inc., an IQor Company
2022 - 2023
QUALITY ANALYST
RMS Collect Phils. Inc., an IQor Company
2021 - 2022
COLLECTION SPECIALIST
RMS Collect Phils. Inc., an IQor Company
2018 - 2021
HIRING OFFICER
Cyber City Teleservices Inc., an IQor Company
2017 - 2018
CUSTOMER SERVICE REPRESENTATIVE
Cyber City Teleservices Inc., an IQor Company
2014 - 2017
SALES AGENT
Cyber City Teleservices Inc.
2013 - 2014
Bachelor of Science - In Tourism Management
MABALACAT CITY COLLEGE