Open to opportunities

Jeremy Calubiran

@jeremycalubiran

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Seasoned customer service and operations professional with extensive experience.

Philippines

Message

What I'm looking for

I seek a role that fosters growth, values teamwork, and challenges me to enhance customer experiences.

With over a decade of experience in customer service and operations, I have honed my skills in technical troubleshooting, content moderation, and team leadership. My journey has allowed me to support major global brands such as Comcast, Amazon, and Bell Canada, where I consistently delivered high-quality service and resolved complex customer issues.

As an Operations Team Lead at OKCupid, I managed a team of content moderators, ensuring adherence to community guidelines and performance KPIs. My role involved conducting quality audits and training sessions, collaborating with global stakeholders to enhance operational workflows. I pride myself on my strong interpersonal and analytical skills, which have been instrumental in driving team performance and ensuring platform safety.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Lead

Current

OKCupid – XTendOps Inc.

Jan 2022 - Jan 2025 (3 years)

Managed and coached a team of content moderators, ensuring adherence to community guidelines and performance KPIs. Conducted quality audits, performance reviews, and training sessions to maintain high moderation standards. Collaborated with global stakeholders to implement updates and improve operational workflows.

Team Leadership Content Moderation Performance Management Quality Assurance Workflows

Content Moderator

Match Group – XTendOps Inc.

Feb 2021 - Jan 2022 (11 months)

Reviewed user-generated content for policy violations, ensuring a safe and respectful online environment. Flagged and escalated complex issues to appropriate channels for resolution. Maintained high accuracy and productivity in a fast-paced environment.

Content Moderation High Accuracy Productivity

Outbound Sales & Retention Specialist

Bell Canada – IQOR

Jan 2018 - Feb 2021 (3 years 1 month)

Handled customer retention and upselling of telecommunications services. Met and exceeded daily and monthly sales targets through effective communication and persuasion techniques.

Sales Strategies Customer Retention Upselling Communication Persuasion

Customer Service Representative (Email & SME)

Amazon – STARTEK

Jan 2015 - Jan 2018 (3 years)

Handled customer retention and upselling of telecommunications services. Met and exceeded daily and monthly sales targets through effective communication and persuasion techniques.

Customer Service Email Support Sales Targets Communication Retention

CSR to Technical Support

Dish Network – SPI Global Inc.

Mar 2013 - Jan 2015 (1 year 10 months)

Delivered exceptional customer service and technical support for TV and Internet services. Troubleshot equipment and signal issues, guiding customers through step-by-step solutions.

Technical Support Customer Service Troubleshooting Problem Solving Communication

Appointment Setter

CALLBOX Inc.

Mar 2013 - Apr 2013 (1 month)

Delivered exceptional customer service and technical support for TV services. Troubleshot equipment and signal issues, guiding customers through step-by-step solutions.

Customer Service Technical Support Troubleshooting Communication Appointment Setting

Customer Service Representative

Comcast – TRANSCOM

Jul 2012 - Mar 2013 (8 months)

Contacted business leads to set qualified appointments for B2B clients across various industries. Utilized outbound calling strategies and CRM tools to maintain lead databases.

B2B Lead Generation Outbound Calling CRM Tools Appointment Setting