Open to opportunities

Coline Landas

@colinelandas

Message

Senior Team Leader driving KPI performance, coaching teams, and optimizing BPO and accounting operations.

Philippines

Message

What I'm looking for

I’m looking to contribute leadership, analytical, and client relationship skills—delivering KPI-driven performance, coaching high-impact teams, and solving operational inefficiencies in a dynamic organization.

I’m a driven Senior Team Leader with over 6 years of combined experience in BPO operations and accounting. I lead and mentor teams through one-on-one sessions and weekly huddles, aligning performance with client goals, quality standards, and career growth objectives.

I’m especially strong in KPI management, client escalation handling, and process optimization—using operational trend analysis to build action plans that improve workflow accuracy, productivity, and service quality. I oversee KPI dashboards and performance reporting, collaborate cross-functionally to ensure compliance, and deliver targeted coaching based on client feedback and quality reviews.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Leader

Current

ClearSource BPO Inc.

Feb 2024 - Present (2 years 4 months)

Led and mentored Team Leaders and customer experience specialists through weekly huddles and 1:1 coaching to align with client goals and role expectations. Managed client escalations, analyzed operational trends to improve workflow accuracy and service quality, and maintained KPI dashboards, performance reports, and incentive tracking for leadership and clients.

KPI Tracking Customer Escalation Data Analysis performance reporting Customer Experience Dashboarding

Team Leader

ClearSource BPO Inc.

Oct 2023 - Jan 2024 (3 months)

Supervised customer service representatives to ensure adherence to KPIs and company quality standards. Conducted side-by-side coaching and 1:1s to improve agent performance and career paths while handling escalations, real-time monitoring, and initial interviews for hiring.

Team Supervision KPIs Side By Side Coaching Customer Service Escalation Handling Monitoring QA Alignment Interviewing

Customer Care Representative

ClearSource BPO Inc.

Feb 2023 - Oct 2023 (8 months)

Provided accurate information and empathetic customer support, resolving issues through one-contact resolution while maintaining high QA scores. Participated in calibration and feedback sessions to improve team performance and served as a customer advocate.

Customer Support Customer Advocacy Customer Feedback Sessions Empathetic Problem Solving

Accounting Clerk

ALX Cargo Logistics Corporation

Dec 2020 - Feb 2022 (1 year 2 months)

Generated reports on company expenses and income and managed filing of BIR returns to ensure compliance. Created Excel automation tools to streamline workflows and improve reporting accuracy, and reported directly to the CEO with financial insights and analysis for key decisions.

Financial Reporting Expense Reporting BIR Returns Preparation & Compliance Excel Automation Data Analysis Management Reporting

Accounting and Admin Staff

Kalayaan Dev’t & Industrial Corp.

Jul 2019 - Nov 2020 (1 year 4 months)

Managed client payments, prepared monthly reports, and maintained financial records for audit readiness. Supported HR and operations by supervising employee performance and ensuring contract compliance.

Client Payment Recording Audit Support HR Support Contract Compliance Administrative Operations

Account Associate

VXI Global Solutions

Oct 2018 - May 2019 (7 months)

Resolved technical and billing issues for international clients through effective communication and problem-solving. Consistently achieved sales pitches and contributed to team goals across multiple lines of business.

Technical Support Client Communication Problem Solving Account Management Sales Pitching