John Kenneth Avecilla

I’m an Operations Team Lead with 5+ years of experience managing high-volume customer support and talent operations teams in fast-paced BPO environments. I’ve led teams for 4+ years, building consistent performance outcomes that directly shape headcount and coaching budget decisions.

At Taskus Philippines, I built and led a 15-person team for 4+ years, reducing attrition by 20% and improving performance scores by 18% through structured coaching and data-driven workforce planning. I also led 18–25 customer support professionals for 4+ years, driving a 20% reduction in attrition and delivering one of the strongest retention outcomes on the floor.

I’m known for scalable SOPs and cross-functional alignment—partnering with QA, Workforce Management, and senior leadership to resolve recurring performance gaps. I reduced interview scheduling turnaround from 3 days to same-day coordination across 10+ active requisitions and 50+ candidates using Ashby ATS, while improving customer satisfaction by 15% within 3 months and cutting average response time by 25% through workflow redesign and quality coaching.

Recently, as an Operations Coordinator for executive and recruitment support, I managed executive calendars and inbox operations for 3 senior leaders, reducing scheduling conflicts by 35% and reclaiming 25% of leadership capacity. I also launched automation-supported SOPs for recurring admin and recruitment workflows, cutting manual effort by 20%, and improved on-time task completion by 30% through disciplined project tracking and stakeholder follow-ups.