Ian Joseph Agapito

B

Team Leader

BPO SEATS

Feb 2026 - Current (6 months)

• Supervised a team of customer service representatives, ensuring consistent performance and service quality. • Led focus group discussions, daily/weekly huddles, and presented team metrics during business reviews. • Coached agents using QA audits, escalations, and call monitoring; developed action plans to improve KPIs. • Compiled and analyzed daily/monthly performance reports, maintaining visibility and approachability on the floor. • Administered compliance measures including Notices to Explain (NTEs) and sanctions. • Fostered team engagement through theme days, rewards, and recognition programs. • Weekly and Monthly Business Review with the Operations and Client

C

Senior Process Executive

Cognizant Philippines

Jun 2025 - Feb 2026 (9 months)

• Inbound & Outbound Support: Handled customer calls and emails, addressing inquiries with professionalism and efficiency. • Upselling: Offered relevant product upgrades and additional services to maximize customer value. • Product Support: Provided detailed information on products, including delivery status, credit/refund requests, and account cancellations. • Ensured high levels of customer satisfaction through clear communication and effective issue resolution.

Senior Team Manager & Team Leader

Intelegencia

Oct 2021 - Jul 2025 (3 years 10 months)

• Senior Team Manager: Managed 6 accounts with 37 FTEs, ensuring consistent delivery of client expectations. Conducted weekly coaching, QA evaluations, and facilitated daily client huddles to address performance gaps and align strategies. Generated and maintained KPI scorecards, performance reports, and business reviews for clients and internal operations. Administered compliance measures including Notices to Explain (NTEs) and sanctions. Championed customer experience excellence, consistently exceeding client performance targets. Collaborated with Real Time Analysts to monitor attendance and payroll accuracy. Fostered team engagement through theme days, rewards, and recognition programs. • Team Leader: Supervised teams across CSR, photo ed

S

Coach, Mentor & Customer Service Representative

SitelFoundever Philippines

Sep 2015 - Oct 2021 (6 years 2 months)

• Coach: Supervised a team of customer service representatives, ensuring consistent performance and service quality. Led focus group discussions, daily/weekly huddles, and presented team metrics during business reviews. Coached agents using QA audits, escalations, and call monitoring; developed action plans to improve KPIs. Compiled and analyzed daily/monthly performance reports, maintaining visibility and approachability on the floor. Promoted team engagement through motivational activities and organized HR/Max Insider events. Served as Shuttle Point-of-Contact during the pandemic, coordinating employee transport. • Mentor: Guided agents on product knowledge and account processes. Facilitated team huddles, coached agents on areas for impro

Customer Service Representative / Technical Support

iQor Philippines

May 2014 - Sep 2015 (1 year 5 months)

• Delivered customer support for billing inquiries, product questions, and mobile phone troubleshooting. • Provided detailed product information to customers, ensuring clarity and satisfaction. • Resolved technical issues efficiently to maintain high customer satisfaction levels.

Subject Matter Expert & Customer Service Representative

Sutherland Global Services

Feb 2012 - Mar 2014 (2 years 2 months)

• Norton Live by Symantec: Delivered customer support for billing inquiries, product questions, and technical troubleshooting. Facilitated team huddles, coached agents, and provided performance feedback. Managed customer complaints and prepared reports. Oversaw administrative tasks and organized HR events. • Florist Transworld Delivery: Assisted customers with online flower orders and account inquiries. • United Online – Saves Retention: Retained billable customers by addressing cancellation requests.

Technical & Customer Support Representative

Sutherland Global Services

Dec 2007 - May 2010 (2 years 6 months)

• McAfee Antivirus Support: Provided troubleshooting assistance for customers with improperly configured antivirus software. • United Online Support: Delivered technical support for dial-up service connection issues. • Intuit TurboTax Support: Assisted customers with software download and configuration.

Ian Joseph Agapito

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