Open to opportunities

Ed Bragas

@edbragas

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Experienced leader in customer service and contact center operations.

Philippines

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What I'm looking for

I am looking for a role that allows me to lead teams, drive performance improvements, and foster professional growth in a dynamic environment.

With over a decade of experience in customer service and contact center operations, I have honed my leadership and management skills to drive team performance and enhance customer satisfaction. My journey began as a Customer Service Consultant, where I developed a strong foundation in client support, and has evolved into leadership roles where I oversee operations and mentor teams.

At Cognizant, I currently serve as a Team Lead, ensuring seamless day-to-day operations and acting as the primary point of contact for client communications. My previous role as Assistant Manager at Optum allowed me to enhance team performance through data-driven insights and effective coaching, leading to significant improvements in Key Performance Metrics. I take pride in fostering professional development among my team members, helping them achieve their career goals while maintaining a positive work environment.

Throughout my career, I have received numerous accolades, including the “PSO Hit Maker 2023” award for securing the most Top Team recognitions and leading my team to achieve the highest scorecard among training classes. I am passionate about leveraging data analysis to improve team performance and customer satisfaction, and I am committed to driving success in every role I undertake.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

Cognizant

Feb 2025 - Present (4 months)

Overseeing day-to-day operations while serving as the primary point of contact for client communications. Responsible for ensuring smooth workflow and effective communication channels.

Operations Management Client Communication Team Leadership Workflow Optimization Project Coordination

Assistant Manager

Optum

Jul 2022 - Feb 2025 (2 years 7 months)

Enhanced team performance by consistently meeting Key Performance Metrics through effective utilization of insights from NPS data and performance reports, identifying areas of improvement, and coaching. Supported professional development of team members by identifying training needs, mentoring, delegating, and helping them set and achieve career goals.

Performance Management NPS Coaching Mentoring Talent Development Data Analysis Team Leadership

Team Manager

TechMahindra

Jun 2021 - Jan 2022 (7 months)

Managed team performance through data-analysis and coaching. Conducted candidate screening for both Customer Service and Technical teams and facilitated process-training for Customer Service.

Team Management Data Analysis Coaching Customer Service Technical Support

Fraud Specialist

JP Morgan Chase & Co.

Jan 2020 - Jan 2021 (1 year)

Offered customer support for Chase credit and debit card members. Handled inquiries and resolved issues related to fraud.

Customer Support Fraud Detection Credit Cards Financial Services

Performance Development Coach

ePerformax

Jul 2018 - Dec 2019 (1 year 5 months)

Conducted bi-weekly coaching sessions and provided real-time feedback for team members to improve their performance. Evaluated calls to assess the service level standards of team members and identify areas for improvement.

Coaching Call Evaluation Service standards Performance

Team Manager

ePerformax

Dec 2017 - Jul 2018 (7 months)

Managed team schedules and attendance, ensuring optimal workflow and productivity. Handled complex customer concerns and escalations.

Team Management Scheduling Workflow Optimization Customer Escalation Conflict Resolution

Customer Service Consultant

ePerformax

Sep 2015 - Dec 2017 (2 years 3 months)

Offered customer support for eBay members, assisting both buyers and sellers with their inquiries. Provided comprehensive assistance to resolve various customer issues.

Customer Support Communication