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Arlaine Melendrez

@arlainemelendrez

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Experienced BPO team leader specializing in technical support, warranty management, and operations.

Philippines

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What I'm looking for

I am looking for a senior operational or technical support role in a customer-focused BPO or tech services team where I can lead improvements, mentor staff, and optimize processes.

I am an accomplished BPO professional with extensive experience leading technical support teams and managing end-to-end operational processes. I have driven SLA adherence, quality assurance, and coaching initiatives to improve team performance and customer satisfaction.

As a Team Leader and Senior Subject Matter Expert, I validated warranty claims, resolved complex escalations, and implemented data-driven improvements using Excel and internal dashboards. I maintained accurate tracking logs and produced reports for stakeholders to support audits and trend analysis.

My background includes hands-on technical support, field technician scheduling, order entry, and back-office operations across Salesforce, Freshdesk, SAP, and Oracle. I consistently documented cases, optimized workflows, and collaborated with cross-functional leaders to streamline processes.

I seek to bring dependable leadership, deep operational knowledge, and practical technical troubleshooting skills to a customer-focused team where I can continue improving service quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

Team Leader

Concentrix

Feb 2022 - Dec 2025 (3 years 10 months)

Led a team of technical support agents for security system products, enforcing SLAs and quality standards, reducing escalations and improving customer satisfaction through coaching and performance management.

Team Leadership Technical Support SLA Management Coaching Performance Analysis Microsoft Excel Escalation Management

Senior Subject Matter Expert

Concentrix

Jan 2020 - Jan 2022 (2 years)

Provided SME support for warranty, escalation handling, and complex technical issues; validated warranty claims and maintained tracking logs to improve resolution accuracy and reporting.

Warranty Management Root Cause Analysis Escalations Google Sheets Reporting Technical Troubleshooting & Compliance

Technical Support Representative

Concentrix

Aug 2018 - Dec 2019 (1 year 4 months)

Delivered phone-based technical support for connectivity and security systems, managed technician scheduling and case documentation to meet SLAs and improve service outcomes.

Technical Support Case Management Salesforce Freshdesk Troubleshooting Knowledge Base Collaboration SLA

Order Entry Representative

Concentrix

Jun 2013 - Jul 2018 (5 years 1 month)

Processed and validated customer orders for cable, internet, and phone services with high accuracy, coordinated service activations and maintained compliance with SLA and billing requirements.

Order Entry CRM Oracle SAP Microsoft Office Workflow Systems

Customer Service Representative

Panasiatic Solutions Inc

Mar 2011 - Jun 2013 (2 years 3 months)

Handled mobile service selection, activation, troubleshooting, and fraud validation; resolved escalated billing and activation issues while maintaining quality and compliance.