Jascha Ortega
@jaschaortega
Customer Service Team Manager improving KPIs through coaching, quality assurance, and data-driven reporting in BPO environments.
PhilippinesWhat I'm looking for
I’m a goal-oriented Customer Service Team Manager with 7+ years in the BPO industry, focused on meeting team performance objectives and driving results against set targets. I’ve been recognized for exceeding KPIs while building a culture of coaching, collaboration, and accountability.
In my current role, I manage a team of 15–20 agents for a US customer service account—leading day-to-day operations, quality, and escalations. I’ve achieved top team ranking for 6 consecutive months based on QA, AHT, and Upsell Take Rate, supported by real-time monitoring, performance reviews, and regular coaching.
I also strengthen readiness and capability through onboarding, upskill sessions, and call calibration to assess agents’ progress, including support during nesting. Earlier, I contributed through training and production-facing support, and I handled reporting and coordination work using Power BI, Excel, and MS Teams to keep retail account teams aligned.
Experience
Work history, roles, and key accomplishments
Customer Service Team Manager
Alorica Philippines
Nov 2021 - Present (4 years 7 months)
Managed a team of 15–20 agents for a US customer service account, leading operations, quality, and escalations. Achieved top team ranking for 6 consecutive months by improving QA, AHT, and Upsell Take Rate through coaching, performance reviews, and real-time monitoring.
Admin Assistant
Alorica Philippines
May 2023 - Sep 2024 (1 year 4 months)
Created daily and weekly reports for retail accounts using Power BI and Excel. Coordinated weekly meetings via MS Teams to support account onboarding for new hires.
Trainer Apprentice
Alorica Philippines
Sep 2021 - Nov 2021 (2 months)
Communicated with clients via Slack and attended 1:1 sessions to discuss process updates. Delivered training sessions to production agents to support successful transitions into updated processes.
Customer Service Representative
Alorica Philippines
Jan 2019 - Sep 2021 (2 years 8 months)
Provided multi-channel support for a retail account and consistently achieved top QA scores and AHT across quarters. Maintained client-facing communication while supporting service delivery goals.
Education
Degrees, certifications, and relevant coursework
Pamantasan ng Lungsod ng Pasig
Bachelor of Science, Hospitality Management
2014 - 2018
Earned a BS in Hospitality Management at Pamantasan ng Lungsod ng Pasig from 2014 to 2018.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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