Mel Louie Gulle
Team Manager
Tagbilaran City
Summary
Competitive, goal-oriented, and results-driven BPO leader with 5 years of experience in the customer service industry, progressing into people and operations management. Experienced in leading teams, driving performance, coaching associates, maintaining service quality, and collaborating with Quality, Workforce Management, and Training teams. Known for effective communication, problem-solving, adaptability, collaboration, and strong learning agility. Committed to developing people and promoting Respect, Integrity, Transparency, and Excellence in the workplace.
Overview
3
3
Certifications
5
5
years of professional experience
Work History
Team Manager
IBEX
Tagbilaran, Bohol, Philippines
09.2021 - Current
- Lead, manage, and motivate a team of approximately 20 Customer Service Associates.
- Oversee daily operations to ensure adherence, productivity, performance, and service quality.
- Drive individual and team performance through regular coaching, feedback, and performance management.
- Cultivate a competitive, accountable, and results-oriented team environment.
- Ensure compliance with company policies, procedures, and standard operating procedures.
- Complete administrative and operational responsibilities to support business objectives.
- Collaborate closely with Quality, Workforce Management, and Training teams.
- Monitor performance trends and implement appropriate coaching and action plans.
- Support employee development while maintaining team morale and operational standards.
Subject Matter Expert
IBEX
07.2021 - 09.2021
- Served as a subject matter expert and resource for Amazon operations.
- Provided authoritative process and account knowledge to training teams.
- Supported process improvement initiatives and operational consistency.
- Helped ensure accuracy, compliance, and adherence to client business requirements.
- Provided guidance and support to associates and internal teams on account processes.
Education
Bachelor of Arts - Political Science
Holy Name University
01.2023
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Saint Mary Academy
01.2019
Skills
People Management
Team Leadership
Performance Management
Employee Coaching & Development
Cross-Functional Collaboration
Adaptability Under Pressure
Learning Agility
Microsoft Excel
Certification
Lean Six Sigma — Certified
Interests
Singing, Anime, Working Out, Cooking, Traveling
Timeline
Team Manager
IBEX
09.2021 - Current
Subject Matter Expert
IBEX
07.2021 - 09.2021
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Saint Mary Academy
Bachelor of Arts - Political Science
Holy Name University