Open to opportunities

John Michael Bayona

@johnmichaelbayona

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Experienced Team Lead with expertise in customer service and team management.

Philippines

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What I'm looking for

Seeking a challenging role in IT or customer service that offers opportunities for professional growth and utilizes my technical and leadership skills.

With over 15 years of experience in customer service and team leadership, I have developed a strong background in managing teams and resolving complex issues. My expertise includes handling escalated tickets, monitoring team performance, and ensuring operational efficiency.

Previously, I served as a Subject Matter Expert/Team Lead at GameOps Incorporated, where I supervised a team of 20 agents, coordinated with clients on escalated tickets, and conducted weekly meetings with managers to discuss operations. My technical skills include troubleshooting PC networking and data connections, as well as proficiency in MS Office applications.

I hold a Bachelor's degree in Computer Science/Information Technology from Manila Central University and am committed to continuous learning and professional growth. My strengths include adaptability, strong team leadership, and the ability to work effectively in both team and individual settings.

Experience

Work history, roles, and key accomplishments

Current

Subject Matter Expert

Current

GameOps Incorporated

Jun 2016 - Oct 2023 (7 years 4 months)

Led a team of 20 agents in monitoring gameplay and handling escalated tickets. Created schedules, checked attendance, and coordinated with clients regarding ticket processes. Conducted coaching sessions for agents and participated in weekly management meetings.

Team Leadership Ticketing Scheduling Coaching Escalation Management Process Improvement Communication Problem Solving

Senior Game Operation Specialist

GameOps Incorporated

Jun 2014 - Jun 2016 (1 year 11 months)

Monitored incoming tickets and created end-of-shift reports. Coordinated with clients for inquiries and reported incidents to management. Ensured team attendance and performance standards were met.

Ticket Monitoring Reporting Incident Management Communication Problem Solving Customer Service Time Management

Game Operation Specialist

GameOps Incorporated

Apr 2014 - Jun 2014 (2 months)

Handled player inquiries through a ticketing system and patrolled in-game for issues. Created end-of-shift reports to analyze daily data.

Customer Service Ticketing Systems Data Analysis In Game Monitoring Reporting Problem Solving Communication Team Collaboration Time Management

Corporate Service Helpdesk

IPLUS Intelligent Network Inc.

Jul 2008 - Apr 2013 (4 years 9 months)

Provided technical support to corporate clients by creating trouble tickets and resolving issues related to various services including phone and internet connections.