Paulo Peralta

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Customer Service Manager

Pearson Services Management Incorporated

Feb 2025 - Current (1 year 9 months)

• Leads (Pearson Schools and Student Services) and manage teams of advance support associates, providing guidance, coaching, and feedback to optimize performance.
• Effectively launched projects transitioning from the BPO space to in house.
• Oversee all customer support channels, including email, live chat, phone. Ensuring timely and effective resolution of customer queries, issues, and complaints.
• Effectively manages SLA ensuring channels are
• Set clear performance expectations and KPIs for the team, regularly monitoring performance and providing actionable insights for improvement.
• Continuously evaluate and refine customer support processes to improve efficiency, effectiveness, and scalability.
• Collab

Customer Service Manager

Compass Experience Labs LLC

Oct 2022 - Apr 2024 (1 year 7 months)

• Lead and manage a team of customer support associates, providing guidance, coaching, and feedback to optimize performance and foster a positive work environment.
• Oversee all customer support channels, including email, live chat, phone, and social media, ensuring timely and effective resolution of customer inquiries, issues, and complaints.
• Set clear performance expectations and KPIs for the team, regularly monitoring performance and providing actionable insights for improvement.
• Continuously evaluate and refine customer support processes to improve efficiency, effectiveness, and scalability.
• Collaborate with other departments, including Sales, Marketing, and Operations, to ensure alignment on customer support i

Operations Manager

Foundever

Oct 2016 - Jul 2022 (5 years 10 months)

• Manages and develops operations, its key personnel, and promotes continuous development geared towards meeting and exceeding customer expectation(s). Measured by the well-being of his/her business specific financials, customer satisfaction, and employee development and retention.
• Plan, deliver and execute project(s) and program(s)
• Ensure execution of delivery work across one or more clients or portfolios, leading service delivery strategy across all locations where the services are provided (e.g. client-site, delivery center)
• Address performance issues across the client(s)/portfolio(s); create the operational approach and implements continuous improvement
• Implement standard SLA commitments and other financial/o

Senior Team Leader

Startek Philippines

Sep 2015 - Oct 2016 (1 year 2 months)

• Responsible for managing 15 - 18 customer representatives and 5 team leads, ensuring client KPIs are met.
• Client performance review and serves as an apprentice to an Operations Manager.
• Performance improvement, staff development, and process enhancement.

Team Leader

Teleperformance Philippines

Dec 2008 - Sep 2015 (6 years 10 months)

• Experienced in Planning and Organizing Work, Delegating Tasks and Responsibilities, Coaching, SMART Planning and Monitoring, Tracking Progress, Providing Feedback, Resolving Conflicts and Issues,
• Motivating and Inspiring Team Members, Communicating Effectively with Stakeholders, Identifying and Developing Talent, Evaluating and Measuring Team Performance, Ensuring Compliance with Policies and Procedures,
• Contributing to a Positive and Productive Work Environment.

Customer Support Agent, Tier 3 Agent, SME, and Product Trainer

Teleperformance Philippines

Mar 2007 - Dec 2008 (1 year 10 months)

• Provides answers to questions from customers regarding the use and troubleshooting of equipment, usually over the phone, and chat.
• Point of contact for escalations handling complex situations
• Facilitate classroom and refresher training to transfer program product knowledge, call handling skills, customer service/sales skills and program process and procedures.

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Paulo Peralta

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