Open to opportunities

Gabriel Almaras

@gabrielalmaras

Message

Customer-focused account lead skilled in team management, customer service, and continuous improvement.

Philippines

Message

What I'm looking for

I seek roles where I can lead teams, improve service quality, mentor staff, and grow into greater operational responsibilities within a collaborative culture.

I am an Account Lead with frontline BPO experience who drives team performance, service quality, and operational efficiency. I’ve managed multiple agent teams, served as a bridge between staff and management, and previously worked as a Customer Service Representative resolving inquiries, processing orders, and handling returns.

Passionate about leadership development and community service, I hold a B.S. in Aviation Maintenance and bring strong communication skills in English and Filipino alongside practical proficiency in Microsoft Word, Excel, and PowerPoint. I adapt quickly, take initiative, and aim to foster positive, productive work environments.

Experience

Work history, roles, and key accomplishments

Current

Account Lead

Current

EmpireOne BPO Solutions, Inc.

Feb 2024 - Present (2 years 4 months)

Manage multiple teams of customer service agents, ensure performance targets and service quality are met, and act as liaison between frontline staff and management to drive productivity and a positive work environment.

Team Leadership Performance Management Coaching Customer Service Quality Assurance KPI Tracking Communication Conflict Resolution

Customer Service Representative

EmpireOne BPO Solutions, Inc.

Sep 2023 - Feb 2024 (5 months)

Assisted customers by processing orders, recommending products, tracking shipments, handling refunds and returns, and resolving inquiries to maintain customer satisfaction.

Order Processing Returns Customer Support Communication Problem Solving CRM Product Recommendations Shipment Tracking