Open to opportunities

Jon Issa Tanudtanud

@jonissatanudtanud1

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Operations Team Lead with 10+ years driving client success, content moderation, and trust & safety process excellence.

Philippines

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What I'm looking for

I’m looking for an operations role where I can lead high-performing teams, strengthen SOPs and SLAs, manage escalations, and use AI productivity tools to improve customer outcomes, workflow efficiency, and trust & safety standards.

I’m an Operations Team Lead with 10+ years of experience leading customer operations across global BPO environments—owning content moderation, client success, technical support, and remote team performance. I’m known for building strong teams through performance coaching, stakeholder management, and clear SOP development that improves service delivery.

I focus on operational excellence: managing escalations, ensuring SLA adherence, maintaining quality assurance standards, and using data analysis & reporting to drive continuous process improvement. I also leverage AI tools like ChatGPT to enhance productivity, documentation, communication, and workflow automation—supporting onboarding, mentoring, and workforce coordination to keep teams engaged and high-performing.

Experience

Work history, roles, and key accomplishments

Operations Team Leader

Wipro Philippines Inc.

May 2018 - Feb 2026 (7 years 9 months)

Led teams supporting global clients across content moderation, customer operations, and business process outsourcing, driving KPI achievement through coaching and performance management. Developed and maintained SOPs, managed escalations and service level agreements, and improved workflows using AI-enabled productivity tools.

Team Leadership Content Moderation Client Success SOP Development Escalation Management Quality Assurance SLA Management Google Workspace Process Improvement ChatGpt

Tax Consultant

EXL Service Philippines Inc.

Jan 2018 - Mar 2018 (2 months)

Processed high-volume client tax data with strict regulatory compliance while assisting customers via phone, email, and chat to meet service level targets. Earned promotion to Subject Matter Expert based on performance and product knowledge.

Regulatory Compliance Customer Support Phone Support Email Support Chat Support SLA Management Escalation Handling Quality Assurance

Publishing Consultant

Author Solutions Philippines Inc.

Jul 2017 - Dec 2017 (5 months)

Advised authors on publishing strategies and coached them through the self-publishing process, ensuring projects met deadlines and quality expectations. Managed client relationships and worked with quality teams to address service gaps and maintain customer satisfaction.

Self Publishing Guidance Publisher Strategy Client Relationship Management Training & Coaching Quality Review Support Customer Satisfaction Issue Resolution Stakeholder Management

Customer Service 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, improving service quality through structured coaching and daily execution. Managed escalations and complex issues while tracking performance data to drive customer satisfaction, quality, productivity, and attendance.

Team Leadership Customer Service Technical Support Coaching Escalation Management Quality Assurance performance reporting SLA Management Problem Solving

Travel and Hotel Consultant

TP Philippines

Apr 2013 - Jan 2014 (9 months)

Assisted customers with travel bookings, booking changes, and inquiries while ensuring accurate information handling. Supported hotel partners by managing listings, rates, and availability through partner systems and monitored cases to meet service standards.

Travel Booking Customer Support Service standards Issue Resolution