john dancel pernes Team Leader

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Billing Assistant / RCM Assistant (Psychiatric / Mental Health)

NEW LEAF BILLING, CODING, and AUDIT Solutions

Nov 2025 - Feb 2026 (4 months)

Medical Biller / AR Assistant (Pediatric Physical, Occupational, Speech Therapy)

Virtual Rockstar

Jun 2025 - Sep 2025 (4 months)

Medical Biller / Admin Assistant (Opthalmology)

MEDICAL VIRTUAL ASSISTANTS (MEDVA)

Nov 2023 - Jun 2025 (1 year 8 months)

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Operations Supervisor/Team Leader

FIS Global Cebu

Apr 2019 - Feb 2020 (11 months)

Project-based)
• Job Title Operations Supervisor/Team Leader 2
• Start and End Dates (month and year) April 22, 2019 to February 13, 2020
• Main Responsibilities
• Handle and support a group of 20-35 FTEs
• Attendance management
• Performance management
• Employee and HR liaison functions
• Compensation and benefits
• Client management
• Team member career path process flow
• Point of contact for company / client concerns
• Coaching / feedback for performance and process improvement
• Queue management
• Recruitment
• Training and Upskilling
• Quality Assurance

Company or Client Name

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Team Leader / Senior Team Leader / Operations Supervisor

Transcom Worldwide Inc. Philippines

Jul 2013 - Mar 2019 (5 years 9 months)

The customer service team leader/manager position is responsible for providing quality and efficient customer service to customers through the daily management of a team of employees to include hiring, motivating, recognizing and rewarding, coaching, counseling, training, and problem solving. Additionally, the position is responsible for assisting the manager with development, analyses and implementation of staffing, training, telemarketing, scheduling and reward/recognition programs.

Essential Functions Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
1. Provides daily direction and communication to employees so that customer service calls are answered in a

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Customer Service Associate/Technical Support Representative

Teleperformance Philippines – Bacolod (Time Warner Cable Tech Support / Billing)

Oct 2012 - Apr 2013 (7 months)

• Job Title Customer Service Associate/Technical Support Representative
• Start and End Dates (month and year) October 8, 2012 to April 11, 2013
• Main Responsibilities
• Provide cable TV subscribers solutions related to their technical difficulties
• Subscription and Billing customer education
• Initiate troubleshooting steps for issue resolutions
• Book technician visit whenever applicable
• Modify customer account subscription as per customer request or circumstances
• Process payment via secure medium

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Customer Service Officer

Cards & Sistems Solutions

Feb 2011 - Jul 2012 (1 year 6 months)

• Job Title Customer Service Officer
• Start and End Dates (month and year) February 20, 2011 to July 30, 2012
• Main Responsibilities
• Provide credit card holders resolutions based on concerns manifested.
• Card activation, for renewals and replacements.
• Account security, billing inquiries, disputes
• Card type changes as per customer request
• Card feature modification as per customer request
• Card replacement as per customer request / circumstances
• Offering card holders value added services (sales) and customer education.
• Upselling of applicable card features products
• Referral of customers to the appropriate dedicated team whenever applicable

• Compan

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Volunteer-Reliever Staff Nurse

The Doctor's Hospital Inc.

Mar 2010 - Nov 2010 (9 months)

• Job Title Volunteer-Reliever Staff Nurse
• Start and End Dates (month and year) March 22, 2010 to November 21, 2010
• Main Responsibilities
• Provide holistic care to patients / stakeholders
• Serve as an extension of hospital staff nurses
• Intake / admit patients whenever applicable
• Gather relevant health history
• Review applicable patient records
• Assist physicians / medical specialists with applicable procedures

• Company or Client Name

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Nonvoice Customer Service / Sales Representative

Convergys Corporation

Sep 2008 - Jan 2010 (1 year 5 months)

• Job Title Nonvoice Customer Service / Sales Representative
• Start and End Dates (month and year) September 1, 2008 to January 1, 2010
• Main Responsibilities
• Order taking via web-based chat or inbound email
• Product recommendation based on customer preference or purchasing history
• Process payment via secure medium
• Customer education regarding concerns and inquiry
• Upselling of related or appropriate products / services based on customer order
• Appt booking for tech install whenever applicable

• Company or Client Name

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Team Leader / Service Delivery Ops – Specialist

Accenture Inc.,Cebu

Solutioning
• Job Title Team Leader / Service Delivery Ops – Specialist
• Start and End Dates (month and year) April 18, 2022 Up to Present (Floating since Sept 11, 2023)
• Main Responsibilities
• Handle and support a group of 12-25 FTEs
• Attendance management
• Performance management
• Employee and HR liaison functions
• Compensation and benefits
• Team member career path process flow
• Point of contact for company / client concerns
• Coaching / feedback for performance and process improvement
• Training and Upskilling
• Service as an executive assistance for onshore counterparts
• Data analysis
• Calendar management
• Collaboration with variou

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Team Manager

TDCX Philippines–Cebu

JAPAC)
• Job Title Team Manager
• Start and End Dates (month and year) April 15, 2021 Up to April 15, 2022
• Main Responsibilities
• Handle and support a group of 20-35 FTEs
• Attendance management
• Performance management
• Employee and HR liaison functions
• Compensation and benefits
• Client management
• Recruitment
• Point of contact for company / client concerns
• Coaching / feedback for performance and process improvement
• Training and Upskilling
• Project initiation
• Project management

• Company or Client Name

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Outbound Operations Supervisor/Team Leader

Forward BPO / Support Services Group/

• Job Title Outbound Operations Supervisor/Team Leader (AU Superannuation lead generation / cold calling / appt setting)
• Start and End Dates (month and year) February 16, 2020 Up to April 2, 2021
• Main Responsibilities
• Handle and support a group of 15-30 FTEs
• Attendance management
• Performance management
• Employee and HR liaison functions
• Compensation and benefits
• Client management
• Team member career path process flow
• Point of contact for company / client concerns
• Coaching / feedback for performance and process improvement
• Sales validation
• Training and Upskilling
• Lead follow up
• Database "clean-up"
• Database validation

john dancel pernes

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john dancel pernes

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