Open to opportunities

Jerel Catbagan Paclibar

@jcpalibar

Message

Experienced team leader driving performance, process excellence, and customer-focused results.

Philippines

Message

What I'm looking for

I seek a role that fosters team growth, embraces innovation, and values operational excellence.

I am a versatile and people-centered leader with over 12 years of industry experience, including 5 years in leadership roles. My expertise lies in forecasting, real-time management, and performance analytics, utilizing tools like Microsoft Excel and Microsoft Office Suite to optimize staffing and improve operational efficiency. I have successfully led multi-channel operations across TELCO, Healthcare, E-Commerce, and content moderation, delivering data-informed schedules and insights that support both performance goals and team well-being.

Throughout my career, I have been recognized for my ability to turn complex data into practical strategies. I prioritize service excellence by enabling teams with accurate knowledge and clear guidance, ensuring a customer-first decision-making approach. I am passionate about aligning people, processes, and performance toward sustainable growth, and I look forward to contributing to a company's mission with my analytical rigor and empathetic leadership style.

Experience

Work history, roles, and key accomplishments

Current

Team Leader (Assistant Manager)

Current

Concentrix

Jan 2020 - Present (5 years 5 months)

Led multi-channel operations across TELCO, Healthcare, E-Commerce, and content moderation, delivering data-informed schedules and insights that support both performance goals and team well-being. Managed payroll accuracy and built efficient schedules to support coverage and performance.

Forecasting Performance Analytics Microsoft Excel Microsoft Office Suite Payroll Management Client Engagement Data Analysis Coaching Communication

Team Leader Trainee

Concentrix

Jan 2019 - Dec 2020 (1 year 11 months)

Stepped up to leadership by learning through observation, hands-on management, and trust. Managed team schedules and supported workforce alignment.

Team Leadership Scheduling HR Point Of Contact Coaching Accountability

Senior Subject Matter Expert / Workforce Real Time Analyst

Concentrix

Jan 2015 - Dec 2019 (4 years 11 months)

Bridged operations and workforce management, often stepping in for leadership and supporting real-time needs to maintain SLA and agent efficiency. Acted as real-time POC for service outages, queue spikes, and agent availability issues.

Workforce Management SLA Management Excel Google Sheets Cross Functional Collaboration performance reporting

Subject Matter Expert

Concentrix

Jan 2014 - Dec 2015 (1 year 11 months)

Supported advisors while specializing in tools and policies. Handled sensitive, high-level escalations to prevent issues from reaching executive level.

Escalation Management Mentoring Policy Implementation Tool Specialization Customer Support Problem Solving

Advisor I

Concentrix

Feb 2013 - Dec 2014 (1 year 10 months)

Handled general inquiries, billing disputes, and technical concerns. Reported network outages and assisted with troubleshooting.

Customer Service Billing Disputes Technical Support Troubleshooting Network Outage Reporting Sales Empathy

Advisor II

Concentrix

Jan 2013 - Dec 2014 (1 year 11 months)

Handled escalated calls and worked on win-back strategies. Cross-trained in Quality, Workforce, and Real-Time Analysis.

Customer Retention Quality Assurance Workforce Management Junior Training

Education

Degrees, certifications, and relevant coursework

Not specified

Bachelor of Science, Cruise Ship Management

Completed a Bachelor of Science in Cruise Ship Management. This program provided a comprehensive understanding of the cruise industry, covering various aspects of management and operations.