MICHELLE PATAWEG
Team Leader, Operations
Angeles City
Summary
Experienced with overseeing complex operational functions and implementing process enhancements. Utilizes leadership skills to drive team collaboration and meet organizational benchmarks. Knowledge of strategic planning and resource management for optimal operational performance.
Overview
13
13
years of professional experience
Work History
Technical Support Representative
Datamatics
- Leading and managing a team of technical support representatives, providing guidance, support, and mentoring to ensure their success. Acting as the primary point of contact for escalated inquiries or complex technical issues, providing expert-level support and resolution. Monitoring and evaluating team performance, including call quality, response times, and customer satisfaction, and implementing strategies to enhance team performance.Acting as a liaison between the technical support team and upper management, providing regular reports on team performance,customer feedback, and ongoing issues.
Standard Application Team Lead
Bonterra Tech- CyberGrants
04.2025 - 09.2025
- Led a high-performing customer support team, delivering empathetic, timely, and effective service to nonprofit and social impact clients using Bonterra’s platform. Managed and reduced ticket backlogs by implementing triage protocols, and ticket prioritization frameworks. Analyzed support trends and handled ticket escalations, identifying root causes and collaborating with Product and Client/s to drive platform and process improvements. Promoted a culture of empathy and continuous learning, aligning team values with Bonterra’s mission to support changemakers and social good organizations.
Customer Service and Sales Team Lead
IntouchCx
12.2024 - 04.2025
- Lead, mentor, and support the sales team to achieve targets. Implement and monitor sales plans and strategies to drive revenue growth. Conduct training and coaching sessions to improve sales techniques and product knowledge. Track team’s performance metrics - (NSAT, Sales Conversion, Offer and Decline Rate, AHT)
Technical Support Operations Manager
Datamatics
01.2022 - 07.2024
- Overseeing the overall operations and performance of the technical support department, ensuring efficient and effective support delivery. Developing and implementing strategies and processes to improve the efficiency and quality of technical support operations. Setting performance goals and objectives for the team, and monitoring and evaluating performance metrics to ensure targets are met. Managing and coordinating the allocation of resources, including staffing levels, work schedules, and workload distribution. Collaborating with other teams, such as product development or engineering, to provide insights and feedback on customer issues and challenges. Conducting regular performance evaluations and providing coaching and feedback to team members to foster their professional growth.
Technical Support Senior Team Lead
PSI
02.2020 - 01.2022
Sales Administrative Assistant
Shore 360 Philippines
05.2019 - 10.2019
- Managing orders sent through suppliers, checking warehouse has shipped orders, managing back orders, ad hoc – updating tracking numbers, orders and deliveries. Researching and Analysis- assist in identifying new products, competitor analysis, and business KPI reporting. Monitoring sales, order status and stock levels, tracking and monitoring shipments. Customer Service- order status enquiries and tracking, faulty products/ returns requests, product troubleshooting and product advice, following up incomplete payments, returning missed calls/ voicemails (phone, email, chat, social media, ebay, amazon).
Team Lead and Facilitator
Cloudstaff
08.2018 - 12.2018
- Supervised a group of Lead Generation agents. Build and maintain a database of prospects, ensuring accurate and updated contact information. Develop in-depth knowledge about business development practices, data mining, marketing strategies to prospective clients and industry trends. Manage customer calls and appointments effectively for new opportunities.
Team Lead
Convergys
03.2015 - 08.2016
- Provide day-to-day supervision and management of a directly assigned team of Technical Support Professionals. Ensure that Support Professionals have a clear understanding of performance expectations, that they are properly trained and that they have access to all the tools and resources they need to perform at high levels of productivity and efficiency. Coach and mentor Support Professionals to ensure goals are developed for their personal and professional growth and development. Identify performance related issues and develop an action plan for improvement.
MOD/Real Time Analyst
Convergys
12.2014 - 03.2015
- Real Time Queue Management. Monitor actual call arrivals to forecast and proactively respond to changes in call volumes. Proactively maintain a channel of communication, with the Command Center, on a real time basis to leverage resources across the sites to meet metric goals. Respond to SLA related performance with documentation and analysis. Make recommendations to accommodate unexpected changes in staffing requirements. Produce daily status report on previous days activities including call volume and AHT patterns, staffing shrinkage, and any changes initiated by the Intraday team such as PTO, VTO, and training.
Technical Support Professional II
Convergys
10.2012 - 12.2014
- Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services particularly for Clear Internet Service. Accurately process and record call transactions using a computer and designated tracking software.
Education
Associate - Computer Secretarial
Isabela State University
Echague, Isabela, PhilippinesSkills
Coaching and mentoring
Data-driven performance reporting
Technical troubleshooting
Problem-solving
Operations management
Performance monitoring
Process improvement
Performance reporting
Customer relationship management
Client relations
Change management
Organizational management
Timeline
Standard Application Team Lead
Bonterra Tech- CyberGrants
04.2025 - 09.2025
Customer Service and Sales Team Lead
IntouchCx
12.2024 - 04.2025
Technical Support Operations Manager
Datamatics
01.2022 - 07.2024
Technical Support Senior Team Lead
PSI
02.2020 - 01.2022
Sales Administrative Assistant
Shore 360 Philippines
05.2019 - 10.2019
Team Lead and Facilitator
Cloudstaff
08.2018 - 12.2018
Team Lead
Convergys
03.2015 - 08.2016
MOD/Real Time Analyst
Convergys
12.2014 - 03.2015
Technical Support Professional II
Convergys
10.2012 - 12.2014
Technical Support Representative
Datamatics
Associate - Computer Secretarial
Isabela State University