Open to opportunities

Ariel Montaniel

@arielmontaniel

Message

Experienced team leader skilled in quality assurance, people management, and operational performance.

Philippines

Message

What I'm looking for

I seek a leadership role where I can improve team performance, drive QA/process improvements, mentor staff, and collaborate with stakeholders to meet SLAs and grow client satisfaction.

I am a results-driven team leader with extensive experience in people management, quality assurance, and operations within BPO and e-commerce environments.

I have led teams for clients including TikTok KYC processes and multiple Australian accounts, delivering measurable improvements in productivity, compliance, and customer satisfaction.

My strengths include performance coaching, root-cause analysis, process improvement, and cross-functional collaboration to drive service-level agreement (SLA) attainment and double-digit growth.

I bring a pragmatic, hands-on leadership style focused on mentoring, stakeholder partnerships, and operational excellence to help organizations scale service quality and team capability.

Experience

Work history, roles, and key accomplishments

Current

Team Leader

Current

Telus Digital

Jan 2024 - Present (1 year 10 months)

Led a team handling TikTok KYC processes, ensuring accurate identity verification and regulatory compliance while managing performance, workflows, coaching, and SLAs to maintain productivity and service levels.

Team Leadership KYC Performance Management Coaching SLA Management Workflow Optimization Compliance Reporting

Circle Leader

ProbeCX

Jul 2022 - Nov 2023 (1 year 4 months)

Oversaw internal operations and staff performance, driving a reported 100% growth within ~1 year through corrective actions, coaching, and cross-functional collaboration to exceed service standards.

People Management Performance Improvement Root Cause Analysis Cross Functional Collaboration Reporting Inventory Coordination

Team Lead, Quality Assurance

ProbeCX

Oct 2018 - Jul 2022 (3 years 9 months)

Defined and implemented in-house QA procedures and standards, performed root cause analysis, and collaborated with Australian counterpart accounts to improve quality metrics across clients like BigW, Optus, and K‑Mart.

Quality Assurance Process Improvement Root Cause Analysis Dashboarding Metrics

Team Lead - Logistics Officer

Edens Cosmetics

Feb 2017 - Aug 2018 (1 year 6 months)

Managed warehousing, inventory control, and distribution to ensure timely delivery of products while optimizing costs and monitoring goods flow from warehouse to consumer.

Logistics Management Inventory Control Warehouse operations Distribution order fulfillment Cost Optimization Supply Chain Coordination

Outbound Sales Representative

WEDOMORE Inc.

Jun 2016 - Dec 2016 (6 months)

Conducted outbound sales for financial account/binary trading, managing client information, explaining procedures, and achieving sales targets to support company revenue goals.

Outbound Sales Client Acquisition Sales Closing Customer Education CRM Cold Calling Revenue Generation

Outbound Sales Representative

Barhead Solutions

Dec 2015 - Jun 2016 (6 months)

Generated leads and performed end-to-end sales for Microsoft365, conducting cold calls, gathering customer information, and closing sales including support services upsells.

Lead Generation Cold Calling Microsoft Sales CRM Sales Closing Upselling Sales Reporting

Business Consultant

Teleperformance

Aug 2013 - Aug 2015 (2 years)

Handled high-volume inbound calls for Telstra small business accounts, coordinated cross-department responses, and maintained documentation to resolve customer issues and ensure positive experiences.

Inbound Documentation Customer Retention Product Knowledge CRM

Outbound Sales Representative

Rainmaker Asia

Jun 2012 - Apr 2013 (10 months)

Performed outbound lead generation for Microsoft365, collecting customer data and forwarding qualified leads to specialists for local processing.

Lead Generation Cold Calling Data Collection CRM Lead Qualification Sales Support

Customer Relationship Representative

24/7 Customer Philippines

Feb 2009 - Apr 2010 (1 year 2 months)

Conducted outbound campaigns for Optus, processed orders, and maintained customer relationships to achieve revenue targets while ensuring prompt fulfillment and satisfaction.

Outbound Sales Customer Relationship Management Order Processing Revenue Generation Consultative Selling Customer Retention Communication CRM

Reservations Sales Agent

TeleTech

Feb 2007 - Mar 2008 (1 year 1 month)

Handled inbound reservation inquiries, corrected booking issues, provided quotes, and executed online reservation changes while using consultative selling to maximize guest satisfaction.

Reserving Inbound Consultative Selling Customer Service Sales Productivity Communication

Customer Service Representative

West Contact Solutions

Dec 2004 - Apr 2006 (1 year 4 months)

Provided technical support and account assistance for Earthlink customers via phone and email, advising users on product features and facilitating orders to improve satisfaction and retention.