Nollie Manguera
Customer Service Supervisor
Mexico, Province Of Pampanga
Summary
Dynamic Customer Service Team Lead with over 19 years of extensive experience in remote and client-focused environments. Proven track record as a Customer Service Supervisor at NoneAway Technology Philippines Inc. (NONA), effectively supporting distributed teams and collaborating with notable companies such as Pickaroo, Waltermart, Honestbee, and Sykes Asia Inc. Skilled in managing remote agents, achieving performance targets, and ensuring team output aligns with client expectations. Committed to fostering motivated teams, driving professional growth, and consistently delivering exceptional customer satisfaction.
Overview
18
18
years of professional experience
Work History
Customer Service Lead
NoneAway Technology Philippines Inc (NONA)
Taguig City
05.2025 - 11.2025
- Delivered high-quality customer service by handling complex and escalated concerns in a work-from-home (remote) environment.
- Communicated effectively with at least 15 customers and internal teams through virtual channels to ensure timely issue resolution.
- Assisted in quality assurance efforts by reviewing customer interactions and identifying service improvement opportunities.
- Maintained excellent productivity, time management, and accountability while working independently in a remote setup.
Customer Service Supervisor
Agile Digital Ventures Inc (Pickaroo)
Taguig City
07.2020 - 02.2025
- Provided assistance to internal and external customers while working in a hybrid (on-site and remote) work setup.
- Identified opportunities to enhance internal processes, promoting best practices and driving overall performance improvement.
- Monitored performance and supported the team in achieving key performance indicators (KPIs) while delivering excellent customer service.
- Evaluated customer feedback to identify strategies for maximizing customer satisfaction and service quality.
- Ensured standard operating procedures (SOPs) were properly documented, updated, and maintained.
- Responded to at least 30 customer inquiries via telephone, email, and other communication channels introduced by the company, including live chat and social media.
Customer Service Supervisor
Waltermart Supermarket Inc
Quezon City
06.2019 - 06.2020
- Assist 20 customers directly through different channels such as emails, telephone and Facebook.
- Handle and resolve customer complaints to enhance end-to-end customer online shopping experience.
- Understand customer needs and offer solutions and support.
- Manage and generate leads through follow-up via phone and emails.
- Handle 20 customers for order taking, processing of orders up to dispatching of orders from the branches.
- Constant coordination with the Operations Team from the store branches to ensure the accuracy of the items being picked in good condition.
Customer Service Lead
Honestbee Philippines Inc.
Taguig City
10.2016 - 04.2019
- Conduct coaching and feedback on a weekly basis for the agent's performances.
- Performing quality evaluations for both email and chat transactions of my team.
- Handling escalations of unresolved cases handled by the agents and creating assessments for further escalation to the manager.
- Assigned to do pieces of training for the new member of the team and prepare for the nesting activities.
Customer Service/Technical Support Team Lead
Sykes Asia Inc.
Makati City
09.2007 - 08.2016
- Assigned to send the Daily, Weekly and Monthly reports to the client before the set deadlines.
- Handled and conducted training for newly hired agents and refresher training for the tenured members of the team.
- Assigned to assist the Mock Calls of the agents and see to it to pass the assessment with the client.
- Assigned to create updated documents every time we receive training documents and materials and product-related updates.
- Performed quality evaluations of the team for both email and phone support.
- Handled supervisor calls and other escalated cases that we can resolve within the team.
- Informed the client of the other difficult escalated cases and asked for their help if the issue is beyond our scope.
- Conducted one on one coaching and feedback to my agents for their performances like attendance, quality scores, phone, and email metrics.
- Contributed to formulating action plans to improve the CSAT and FCR scores of the team.
Education
Bachelor of Science - Physical Therapy
De Los Santos College
Quezon City, Metro Manila, Philippines05.1998
Secondary Education -
Carlos L. Albert High School
Quezon City, Metro Manila, Philippines04.1993
Elementary Education -
Doña Imelda Elementary School
Quezon City, Metro Manila, Philippines04.1989
Skills
Customer service excellence
Customer relations
Interpersonal communications
Quality assurance
Team training and development
Interdepartmental communication
Time management
Product knowledge
Timeline
Customer Service Lead
NoneAway Technology Philippines Inc (NONA)
05.2025 - 11.2025
Customer Service Supervisor
Agile Digital Ventures Inc (Pickaroo)
07.2020 - 02.2025
Customer Service Supervisor
Waltermart Supermarket Inc
06.2019 - 06.2020
Customer Service Lead
Honestbee Philippines Inc.
10.2016 - 04.2019
Customer Service/Technical Support Team Lead
Sykes Asia Inc.
09.2007 - 08.2016
Bachelor of Science - Physical Therapy
De Los Santos College
Secondary Education -
Carlos L. Albert High School
Elementary Education -
Doña Imelda Elementary School