Joemar Balaga Customer Experience Leader | AI Operations Supervisor | Technical

Data Evaluator & Supervisor

NeoWork

Jun 2025 - Apr 2026 (11 months)

• Led and supervised a pod of 20–25 annotators in a live AI training operation, implementing structured coaching cycles and real-time feedback loops that kept the team consistently hitting client productivity and quality KPIs week over week. • Designed and executed a streamlined onboarding program for new hires during a scaling phase, reducing ramp-up time and enabling new team members to hit performance benchmarks without disrupting existing output. • Owned QA calibration and audit processes as a pioneer annotator, task writer, and quality reviewer, validating correctness, fairness, and reproducibility across all deliverables to maintain high data integrity standards for the client. • Tracked, reported, and analysed performance metrics dai

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Talent Acquisition Specialist

Hinduja Global Solution

Jan 2025 - Mar 2025 (3 months)

• Sourced and screened qualified candidates through structured interviews and assessments, supporting hiring teams in maintaining a healthy talent pipeline for critical operational roles.

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Customer Service / TSR / Escalation Agent

Hinduja Global Solution

Feb 2016 - Dec 2024 (8 years 11 months)

• Handled thousands of inbound and outbound customer interactions across voice, chat, and email for US, Canada, and UK fitness and financial accounts, maintaining high CSAT scores through empathetic, solution-focused communication. • Served as a pioneer escalation agent, taking ownership of complex, unresolved cases and consistently reducing escalation rates by diagnosing root causes and delivering accurate, first-contact resolutions. • Drove sales and retention performance on fitness accounts by tailoring product recommendations to customer needs across US, Canada, and UK markets, contributing to revenue goals through consultative selling and membership retention strategies. • Diagnosed and resolved technical issues, including device confi

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Bar Steward / Bartender

Magsaysay Shipping Princess Cruises

Feb 2012 - Aug 2015 (3 years 7 months)

• Delivered premium customer service to international guests aboard luxury cruise ships, building strong rapport across diverse cultures and consistently maintaining high service standards in a fast-paced, high-pressure environment.

Joemar Balaga

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