Jon Issa Tanudtanud
@jonissatanudtanud
Team lead with 8+ years in content moderation, trust & safety, compliance, and people leadership across global platforms.
PhilippinesWhat I'm looking for
I’m a Team Lead with 8+ years of experience leading remote and on-site customer support teams focused on content moderation, trust & safety operations, policy enforcement, and compliance. I guide teams through complex moderation and high-risk cases, ensuring consistent application of platform policies while maintaining operational standards through quality reviews and audits.
I’m known for driving continuous improvement by using KPIs, trend analysis, and root cause thinking to close gaps in workflows, accuracy, and service levels. Across WIPRO and earlier roles as a Subject Matter Expert, publishing consultant, and support leader, I’ve strengthened escalations handling, stakeholder collaboration, coaching, and training—helping teams deliver measurable performance and better outcomes for customers.
Experience
Work history, roles, and key accomplishments
Team Leader
Wipro Philippines Inc.
May 2018 - Feb 2026 (7 years 9 months)
Led remote and on-site customer support teams handling high-volume interactions across voice, chat, and email while managing queues, escalations, and performance tracking to meet service level targets. Drove content moderation, policy enforcement, quality reviews, auditing, coaching, and continuous process improvement through cross-functional collaboration.
Tax Consultant
EXL Service Philippines Inc.
Jan 2018 - Mar 2018 (2 months)
Processed high-volume client tax data with accuracy and strict regulatory compliance while supporting clients via phone, email, and chat. Managed billing and product-related support needs and handled policy and operations escalations to ensure compliant resolutions.
Publishing Consultant
Author Solutions Philippines Inc.
Jul 2017 - Dec 2017 (5 months)
Advised authors on publishing strategies and guided them through the self-publishing process with real-time issue resolution and coaching. Coordinated with Quality teams to review publishing projects to meet deadlines and expectations while supporting client relationships and satisfaction.
Team Lead
Alorica Philippines Inc.
Jan 2016 - Jun 2017 (1 year 5 months)
Led and supported a team of 15 customer service and technical support agents for the DirectTV account, improving service quality by identifying recurring issues and suggesting process improvements. Drove performance across customer satisfaction, quality, productivity, and attendance through daily execution, coaching, and performance check-ins, while handling complex escalations.
Subject Matter Expert
Concentrix Philippines Inc.
Feb 2014 - Dec 2015 (1 year 10 months)
Served as a Subject Matter Expert for the SiriusXM account, promoted based on strong performance and product knowledge. Supported customer service operations, including billing concerns, product support, and account inquiries, while handling policy and operations escalations.
Travel and Hotel Consultant
TP Philippines
Apr 2013 - Jan 2014 (9 months)
Assisted customers with travel bookings, changes, and inquiries for the Expedia account while supporting hotel partners with listings, rates, and availability through partner systems. Ensured compliance with service standards and technical protocols through monitoring, and handled customer escalations and complex service concerns.
Education
Degrees, certifications, and relevant coursework
University of San Jose - Recoletos
Bachelor of Science in Marketing Management, Marketing Management
2010 - 2014
Earned a Bachelor of Science in Marketing Management from the University of San Jose–Recoletos (2010–2014).
Availability
Location
PhilippinesAuthorized to work in
Job categories
Interested in hiring Jon Issa?
You can contact Jon Issa and 90k+ other talented remote workers on Himalayas.
Message Jon IssaFind your dream job
Sign up now and join over 250,000+ remote workers who receive personalized job alerts, curated job matches, and more for free!
