John Cano

I am a BPO operations specialist and team manager with seven years of experience in customer service, team leadership, and data analysis. I focus on improving operational efficiency and elevating team performance through strategic coaching.

At Support Ninja, I led an 18-person overnight team, conducted one-on-ones, prepared daily and weekly reports, and ran client performance meetings to drive SLA improvements. I also supported operations as an analyst and administrator, ensuring accurate reports and streamlined workflows.

Earlier roles include mentoring and training 30+ agents across project waves and frontline customer support handling billing, scheduling, and account inquiries during graveyard shifts. I contributed to launching a pilot chat support team and managed financial account inquiries and payment processing.

I combine technical skills—SQL, Snowflake, Google Sheets, Tableau, Zendesk—with strong soft skills in coaching, organization, and communication to deliver measurable improvements. I am committed to continuous learning and driving long-term success through process optimization and collaborative leadership.