Jerry Astrande
@jerryastrande
Team Manager with 5+ years leading technical support teams and driving agent development.
PhilippinesWhat I'm looking for
I am an experienced Team Manager with over five years leading technical support and escalation teams in U.S.-based financial and telco accounts. I have managed daily operations, created performance reporting, and implemented systems to retain and develop team members.
My background includes Senior Process Executive and Subject Matter Expert roles where I handled 401(k) retirement plan support, Tier 2 technical escalations, and cross-departmental coordination to resolve customer issues. I emphasize agent coaching, metric-driven development, and clear communication.
I have been recognized multiple times as Top Team Manager and seek to bring proactive leadership, strong networking, and operational discipline to a growth-minded support organization.
Experience
Work history, roles, and key accomplishments
IBSenior Process Executive
Infosys BPM
Jul 2022 - Dec 2024 (2 years 5 months)
Handled US financial account retirement 401(k) processes and led technical support workflows from 2022-07-19 to 2024-12-20, delivering operational reports and supporting agent development to meet SLAs.
Team Manager
Alorica Philippines Inc.
Jan 2017 - Dec 2022 (5 years 11 months)
Managed and developed US telco voice teams from 2017–2022 to meet company and client goals, created daily operational reports, and implemented agent development (skill/will) programs that improved team performance.
Subject Matter Expert
Alorica Philippines Inc.
Jan 2015 - Dec 2017 (2 years 11 months)
Served as SME on US telco voice account (2015–2017), performing advanced computer operations, producing reports, and providing one-on-one coaching to improve agent effectiveness.
Technical Support Representative
Alorica Philippines Inc.
Jan 2014 - Dec 2015 (1 year 11 months)
Handled escalation and Tier 2 technical support calls (2014–2015), coordinated with supervisors and other departments to resolve customer issues and performed administrative tasks.
Education
Degrees, certifications, and relevant coursework
ETEulogio Amang Rodriguez Institute of Science and Technology
Bachelor of Fine Arts, Interior Design
1993 - 1996
Completed a Bachelor of Fine Arts majoring in Interior Design between 1993 and 1996.
Ismael Mathay Sr. High School (formerly G.S.I.S. Village High School)
High School Diploma, Secondary Education
1991 - 1992
Completed secondary education at Ismael Mathay Sr. High School during 1991–1992.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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