Lipps Angelo Felipe
Malolos City
Summary
Focused Team Leader bringing 10+ years of experience in Customer Service. Motivational leader with qualified experience in mentoring and training abilities. Successfully leading target-driven and hardworking teams to deliver exceptional customer service continuously. Strong focus on collaboration and achieving results, ensuring adaptability with changing needs. Proficient in project management, conflict resolution, and strategic planning. Reliable and flexible, fostering a cohesive and productive team environment.
Overview
13
13
years of professional experience
Work History
Service Team Lead I
Uber PH Center of Excellence LLC
05.2024 - 09.2025
- Conducting weekly one-on-one sessions based on performance and daily routine to strategize and implement effective action plans and ensure personal and professional growth through structured development plans.
- Built and maintained strong relationships with key stakeholders by leading weekly and monthly business reviews on performance, including KPI metrics, achievements, and areas for improvement. This ensures alignment with business goals.
- Delegation and ownership of escalations from the team and account managers via JIRA and Salesforce, ensuring timely resolution and accountability.
- Collaborated with cross-functional teams to develop and implement automation solutions and promote effective use of AI across the team, stakeholders, and sitewide operations.
- Streamlined key workflows on site-wide operations, resulting in reduced handle time for tasks such as coaching log creation. For team and stakeholders, account investigations, summarizing complex/daisy-chained concerns, and intelligent redirection to specific tool tabs based on issue summaries.
- Recognized as one of the outstanding leaders for driving automation initiatives across sitewide operations, contributing to improved efficiency, accuracy, and overall performance. Certified as one of the outstanding interviewers in Uber.
Security and Risk Team Leader
Uber PH Center of Excellence LLC
01.2019 - 04.2024
- Developed and implemented a performance tracking system that improved accountability of each member, resulting 100% reduction in missed SLA.
- Guided weekly one-on-one sessions to discuss wins and opportunities on a performance basis to reach their full potential, ensuring optimal individual and team performance.
- Conducted regular performance reviews to ensure accuracy and accountability, strategized solutions, and implemented actionable plans to drive results.
- Implemented a new Hygiene tracking system that improved team performance metrics by 80%, ensuring all members consistently met or exceeded their targets.
- Led the development of the Project Talent Pool initiative, resulting in higher employee retention, maintained morale, and ensuring a reliable succession plan and sufficient talent supply within the organization.
Subject Matter Expert
Uber PH Center of Excellence LLC
07.2017 - 12.2018
- Focused on enhancing operational efficiency by streamlining processes and supporting agents with process-related inquiries, ensuring smooth day-to-day operations and consistent adherence to best practices.
- Consistently collaborated with Team Leads to meet service-level agreements (SLAs), while actively managing stakeholder relationships to ensure effective process calibration and alignment with BPO partners.
- Escalation management from team leads, BPO partners and stakeholders, ensuring timely resolution and accountability.
Community Operations Specialist
Uber PH Center of Excellence LLC
10.2016 - 06.2017
- Focused on providing first-class customer service while effectively managing customer inquiries and complaints.
- Actively participated in team-building initiatives and internal committees, contributing to a collaborative workplace culture.
- Committed to upholding legal and regulatory standards by ensuring all escalations were handled appropriately and thoroughly, fostering customer trust, satisfaction, and organizational integrity.
- Recognized as one of the best agents in IRT and site for three consecutive months, April, May, and June 2017.
Chat Customer Support
Motif Limited
11.2014 - 07.2016
- Delivered exceptional customer service via live chat by efficiently addressing inquiries and resolving issues in real time. Conducted timely post-chat follow-ups to ensure customer satisfaction and reinforce a positive brand experience.
- Collaborated with team members to meet and exceed key customer service KPIs, contributing to overall team success.
- Strengthened problem-solving skills by providing remote assistance for various web-related concerns and technical issues.
Warehouse Manager
Zalora Philippines
06.2013 - 03.2014
- Managed end-to-end warehouse operations for Zalora’s fast-paced e-commerce fashion platform, overseeing inventory, order fulfillment, and returns. Led and developed warehouse staff to maintain high accuracy, efficiency, and safety standards.
- Optimized warehouse management systems and automation to streamline workflows. Collaborated with cross-functional teams to ensure smooth supply chain execution and timely delivery.
- Monitored KPIs to drive continuous improvements while ensuring compliance with quality and safety standards. Managed inventory forecasting and replenishment to balance stock levels and led process improvements to enhance customer satisfaction.
- Delivered major operational improvements month on month, achieving the best fulfillment accuracy of 99.5% and reducing processing time by more than 40% through automation.
- Led inventory forecasting and overhauled returns management to improve efficiency and customer satisfaction. Reduced operating costs, managed a 110% peak season order surge while meeting SLAs, and built a high-performing team, decreasing turnover rate.
Customer Service Representative
Zalora Philippines
02.2013 - 06.2013
- Handled customer inquiries via phone and email, delivering prompt and effective support. Provided accurate information on online shopping and guided customers in making informed purchasing decisions through product knowledge and attentive service.
Education
Bachelor of Science - Maritime Studies
Asian Institute of Maritime Studies
04-2007
Bachelor of Science - Political Science
De La Salle University
04-2005
Certificate of Higher Education -
St. Joseph's College of Quezon City
04-2004
Skills
- Coaching individuals
- Productivity optimization
- Occupational safety
- Operational efficiency management
- Detail-oriented approach
- Continuous process evaluation
- Professional networking
- Stakeholder collaboration
- Risk mitigation strategies
- Team engagement initiatives
- Collaborative teamwork
- Team leadership
Timeline
Service Team Lead I
Uber PH Center of Excellence LLC
05.2024 - 09.2025
Security and Risk Team Leader
Uber PH Center of Excellence LLC
01.2019 - 04.2024
Subject Matter Expert
Uber PH Center of Excellence LLC
07.2017 - 12.2018
Community Operations Specialist
Uber PH Center of Excellence LLC
10.2016 - 06.2017
Chat Customer Support
Motif Limited
11.2014 - 07.2016
Warehouse Manager
Zalora Philippines
06.2013 - 03.2014
Customer Service Representative
Zalora Philippines
02.2013 - 06.2013
Bachelor of Science - Maritime Studies
Asian Institute of Maritime Studies
Bachelor of Science - Political Science
De La Salle University
Certificate of Higher Education -
St. Joseph's College of Quezon City
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