Froilan - Team Leader

Acts as primary client liaison across five lines of business for US clients, leading business reviews, calibration sessions, and regular governance meetings.. Directs workforce and schedule planning, including leave and holiday coverage, to keep support running smoothly and without interruption.. Resolves escalations and stakeholder issues promptly, maintaining clear communication workflows aligned to company values and service standards.

Managed 21 lines of business and 65 staff across Australian and Canadian accounts as client coach and primary point of contact.. Led regular client meetings, bridging local operations and overseas clients to keep projects aligned and on track.. Coordinated leave and staffing plans to ensure seamless, uninterrupted client service.

Supported two lines of business for a logistics campaign (25 staff), building a single-source playbook that documented processes and engagement programmes.. Documented repeatable processes and improvements to streamline daily workflows and support future scale.. Led weekly client interactions focused on growth, helping the campaign consistently meet its targets.

Led a team of 12 across customer service and technical support, focusing on first-contact resolution, handling time, and attendance.. Designed a performance programme that delivered the site’s best handling-time and attendance results for three consecutive months.. Conducted interviews and supported onboarding, certifying new starters as production-ready.

Led a team of 10 on a customer service account exclusively for UK customers, driving performance through coaching and clear KPI guidance.. Led employee engagement, rewards, and recognition initiatives.

Scaled an outbound sales campaign for an Australian client from 4 to 16 agents, driving results through coaching and motivation.. Worked closely with the client on candidate screening, sales scripts, and training materials to ensure targets were met.

Hosted live radio programmes and anchored talk shows, producing engaging on-air content and building strong rapport with a regular audience.. Curated and delivered contemporary content tailored to listener interests, maintaining a consistent on-brand tone across every broadcast.. Hosted live events and showcased emerging independent artists, managing run-of-show and audience engagement end to end.

Presented live radio content and anchored talk shows, engaging audiences with contemporary programming.. Supported marketing activities, contributing to promotion and audience growth.

customer service, technical support, and soft sales for a telecoms campaign.

mentor and SME for new starters; managed collections for Allied Interstate and HSBC Recoveries.

SME for a pioneer retention account; handled escalations, retention, and technical support.

customer service, sales, and retention; outbound sales for DELL Broadband Solutions.