Mary Joyce Balanquit
Operations Supervisor/Technical Team Leader
Imus City
Summary
Detail-oriented Operations and Administration Professional with 8 years experience in customer service and team leadership. Delivered operational efficiency through effective data management and process improvement while managing multiple priorities in fast-paced environments. Committed to driving team success and contributing to organizational growth through proactive problem-solving and adaptability.
Overview
8
8
years of professional experience
Work History
Technical Team Lead (Hybrid)
Goodtel AU
05.2024 - 04.2026
- act as lead technical escalation representative
- boost customer engagement and retention tactics leading to 10% decrease in churn
- Develop and formalize entire technical knowledge base from foundational level
- Facilitate advanced remote diagnostics and troubleshooting processes for NBN services (FTTP, HFC, VDSL).
- implement advancements in customer-facing technical support
- Train and advance technical support agents using structured feedback sessions and performance development initiatives.
- review operational indicators (QA, FCR, CSAT) to determine trends, risks, and opportunities
- coordinate with internal departments to resolve systemic challenges
- manages onboarding processes and training sessions for new hires
- Optimized employee scheduling processes for improved workflow management. Directed roster coordination to achieve balanced staffing levels across shifts. Analyzed attendance patterns to refine scheduling strategies. Implemented effective shift assignments based on employee preferences and business requirements.
- weekly business analysis (collaborating with co-founders)
- Facilitated cross-functional teamwork to elevate software development efficiency and enhance project delivery timelines.
- Facilitated agile methodologies to enhance team collaboration and efficiency in project execution.
Operations Supervisor – PLDT Account
Conduent Philippines
04.2022 - 10.2023
- Led and trained a team of 20-22 agents for skill development
- Implemented performance evaluations, coaching sessions, and career development planning to strengthen agent capability and service quality.
- Presented comprehensive executive-level reports featuring daily KPIs and operational insights for client evaluations
- Formulated and implemented quality assurance frameworks decreasing misdiagnosis and elevating first-contact resolution success.
- managed workforce operations including scheduling, capacity planning, and performance enhancement
- asset management
- payroll oversight/modifications/disputes
- Oversaw daily operations to maintain high adherence to quality standards and service level agreements.
- Organized training initiatives for new team members, improving onboarding efficiency and enhancing staff performance.
- Supervised daily operations to ensure adherence to quality standards and service level agreements.
- Coordinated training programs for new team members, enhancing onboarding effectiveness and staff performance.
Technical Support Representative – NBN Telco Account/Billing/Upsell
TeleTech Philippines SME
01.2020 - 02.2022
- delivered advanced technical troubleshooting voip/nbn/it
- promoting subscription upgrades and additional products and services
- floor assistance for new hires
- managed complex escalations
- Guided internal teams as subject matter expert for real-time technical solutions.
- Collaborated with IT teams to report system issues and maintain platform stability and uptime.
- Resolved technical issues efficiently, ensuring high levels of customer satisfaction.
- Provided expert guidance on product features and troubleshooting techniques to clients.
Customer Service Associate – Insurance/ Billing / HMO
Conduent
09.2018 - 12.2019
- Resolved customer issues, providing timely and effective solutions.
- Resolved payment and billing disputes using effective strategies to enhance customer satisfaction.
- Resolved customer inquiries efficiently through phone, email, and chat channels.
- Resolved customer issues promptly, ensuring effective solutions to improve client experience.
- Delivered precise card account and delivery information.
- Collaborated with service providers to resolve customer concerns.
- Collaborated with team members to enhance service delivery and customer satisfaction.
- Coached and guided new hires on processes and best practices.
- Handled detailed documentation and maintenance of customer interaction records.
Education
Bachelor of Science - Marketing
University of Eastern Philippines
Catarman, Northern Samar, Philippines 04.2001 -
Associate of Science - Secretarial
University of Eastern Philippines
Catarman, Northern Samar, Philippines 04.2001 -
Skills
Technical project planning
Technical mentoring
Process enhancement
Quality improvement
Help desk oversight
Analytical problem-solving
Task management
Prioritization and scheduling
Team management
Talent acquisition
Collaborative teamwork
Strategic leadership
Disclaimer
I hereby certify the above information is true and correct base of my knowledge and belief. Sincerely yours, MARY JOYCE BALANQUIT
Languages
English
Upper intermediate (B2)
Timeline
Technical Team Lead (Hybrid)
Goodtel AU
05.2024 - 04.2026
Operations Supervisor – PLDT Account
Conduent Philippines
04.2022 - 10.2023
Technical Support Representative – NBN Telco Account/Billing/Upsell
TeleTech Philippines SME
01.2020 - 02.2022
Customer Service Associate – Insurance/ Billing / HMO
Conduent
09.2018 - 12.2019
Bachelor of Science - Marketing
University of Eastern Philippines
04.2001 -
Associate of Science - Secretarial
University of Eastern Philippines
04.2001 -