REYMAR MENDOZA
Operations Supervisor
San Pedro
Summary
Dynamic, customer-oriented operations leader with over five years of experience in customer service and team supervision. Demonstrates expertise in leading high-performing teams, optimizing processes, and efficiently resolving customer issues. Proficient in people management, quality assurance, and effective communication, both written and verbal. Excels in fast-paced, target-driven environments with a steadfast commitment to delivering outstanding customer experiences.
Overview
10
10
years of professional experience
Work History
Operations Supervisor
TaskUs
Las Piñas
08.2025 - Current
- Lead, supervise, and support a team of content moderators handling sensitive and policy-driven content across multiple platforms.
- Monitor and drive key performance indicators (KPIs) including accuracy, productivity, adherence, quality scores, and SLA compliance.
- Conduct regular coaching sessions, one-on-one discussions, and performance reviews to address gaps, reinforce best practices, and develop team capability.
- Identify performance outliers and implement corrective action plans (CAPs) to improve individual and team results.
- Ensure strict compliance with client policies, platform guidelines, data privacy standards, and internal procedures.
- Handle escalations related to content decisions, policy clarifications, and agent concerns in a timely and professional manner.
- Collaborate with Quality, Training, Workforce Management, and Support teams to address trends, root causes, and operational risks.
- Prepare and deliver performance reports, trend analyses, and action plans to management and stakeholders.
- Foster a supportive and psychologically safe work environment, particularly given the nature of sensitive content exposure.
- Participate in process improvement initiatives to enhance efficiency, consistency, and overall operational effectiveness.
Operations Supervisor
Teleperformance
Muntinlupa City
03.2023 - Current
- Led and supervised a team of customer service representatives. Monitored KPIs to ensure service quality and target achievement. Facilitated performance coaching and team development.
- Managed daily operations for optimal performance, ensuring smooth workflows and timely completion of tasks.
- Maintained open lines of communication with upper management to provide regular updates on operational progress and challenges faced by the team.
- Developed strong relationships with key customers to better understand their requirements and tailor services accordingly.
- Enhanced team productivity by providing ongoing training, coaching, and mentoring to staff members.
- Improved operational efficiency by streamlining processes and implementing time-saving strategies.
- Conducted regular performance evaluations for direct reports, identifying areas for improvement and setting development goals accordingly.
- Collaborated with cross-functional teams to develop innovative solutions for improving overall business performance.
CSR/TSR (Hybrid Support) – Email Support
Majorel Philippines Corporation
Muntinlupa City
09.2019 - 02.2023
- Provided timely and professional email support. Handled inquiries and resolved customer issues with high satisfaction ratings. Ensured service adherence to company standards.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Handled escalated emails efficiently, finding satisfactory resolutions for both customers and the company alike.
Customer Service Representative – Inbound Calls
IQOR Philippines
Santa Rosa
07.2019 - 09.2019
- Resolved product, billing, and retention-related issues. Promoted loyalty through discounts and personalized offers.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Customer Service Representative – Seasonal
Eperformax
Pasay City
05.2019 - 07.2019
- Managed customer orders and promotional inquiries. Delivered prompt issue resolution via inbound calls.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Reservation Specialist – Seasonal
Teleperformance
Makati City
02.2019 - 04.2019
- Handled hotel reservations, rates, and amenities inquiries. Ensured smooth customer booking experiences.
- Answered approximately 60 phone calls and emails regarding customers inquires, concerns and complaints per day.
Restaurant Team Leader
Elixir Multi-Purpose Cooperative (KFC)
San Pedro
08.2015 - 01.2019
- Supervised daily operations and staff in a fast-paced restaurant. Managed inventory, labor, and quality assurance tasks.
Education
High School Diploma -
Sampaguita National High School
San Pedro, Laguna Philippines03.2012
GED -
San Isidro Village Elementary School
San Pedro, Laguna Philippines03.2008
Skills
- People Management and Team Leadership
- KPI and Performance Management
- Coaching and Development
- Quality Assurance and Policy Adherence
- Risk and Compliance Awareness
- Stakeholder Communication
- Data Analysis and Reporting
- Emotional Intelligence and Resilience Leadership
References
Available upon request.
Timeline
Operations Supervisor
TaskUs
08.2025 - Current
Operations Supervisor
Teleperformance
03.2023 - Current
CSR/TSR (Hybrid Support) – Email Support
Majorel Philippines Corporation
09.2019 - 02.2023
Customer Service Representative – Inbound Calls
IQOR Philippines
07.2019 - 09.2019
Customer Service Representative – Seasonal
Eperformax
05.2019 - 07.2019
Reservation Specialist – Seasonal
Teleperformance
02.2019 - 04.2019
Restaurant Team Leader
Elixir Multi-Purpose Cooperative (KFC)
08.2015 - 01.2019
High School Diploma -
Sampaguita National High School
GED -
San Isidro Village Elementary School