Looking for a job

Henry Leonard Tulio

@henryleonardtulio

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I lead customer support teams, improve operations, and strengthen client relationships.

Philippines

Message

What I'm looking for

I'm looking for an opportunity to lead or support customer-focused teams, strengthen client relationships, improve operational performance, and coach people to deliver high-quality service.

I've built a 15+ year career in BPO, leading customer service operations, developing teams, and resolving complex customer issues.

At Magic Inc., I led and coached a remote team of virtual executive assistants, monitored performance metrics, and provided training to elevate work quality and exceed client expectations. I also identified operational bottlenecks and implemented solutions to improve productivity.

At Sutherland, I directed daily customer service operations, delivered performance reporting to executive leadership, and coached employees to support skill development and career progression. Earlier, I served as a subject matter expert, created new-hire training, and resolved escalated customer concerns.

Most recently at Boo Enterprises, I provided email-based product support and moderated image and video submissions against policy guidelines, identifying scams, prohibited content, and brand-safety risks.

Experience

Work history, roles, and key accomplishments

Customer Success Associate

Boo Enterprises

Jul 2025 - Aug 2026 (1 year 1 month)

Provided prompt email support on product specifications, pricing, and availability, and diagnosed root causes to resolve issues. Reviewed image and video submissions against policy guidelines, identifying violations and escalating flagged items.

Customer Support Content Moderation Policy Compliance Email Support Problem Solving

Team Lead

Magic Inc.

Dec 2021 - Jan 2025 (3 years 1 month)

Led and coached a remote team of virtual executive assistants, monitoring performance metrics and providing ongoing training. Proactively identified client requirements and implemented process improvements to optimize productivity.

Team Leadership Coaching Performance Monitoring Process Improvement Remote Team Management

Associate Account Manager

Sutherland

Nov 2016 - Nov 2021 (5 years)

Directed daily customer service operations to optimize service quality and drive satisfaction, delivering performance reports to leadership. Conducted performance reviews and coaching to enhance employee skills and manage workplace accountability.

Operations Management Customer Service Performance Reviews Coaching Team Leadership Reporting

Subject Matter Expert

Sutherland

Oct 2008 - Nov 2016 (8 years 1 month)

Resolved complex customer issues as a senior resource person while mentoring junior team members. Designed and delivered training programs on core products and services for new hires.

Escalation Management Mentor Training Knowledge Sharing Process Improvement

Technical Support Representative

Sutherland

Oct 2007 - Oct 2008 (1 year)

Delivered step-by-step support for Microsoft products, diagnosing and resolving hardware, software, and network issues. Partnered with Microsoft engineers to resolve high-tier technical issues and manage escalations.

Technical Support Troubleshooting Microsoft Products Customer Service Escalation Management