Open to opportunities

Kin Rumalay

@kinrumalay

Message

Experienced customer service and operations supervisor driving team performance and satisfaction.

Philippines

Message

What I'm looking for

I seek a customer-focused operations or supervisory role where I can lead teams, improve workflows, coach staff, and drive measurable improvements in service and efficiency.

I am an operations and customer service leader with over 8 years of experience in BPO and retail environments, skilled at managing teams, improving workflows, and resolving escalations to boost customer satisfaction. I combine tech-savviness with strong interpersonal skills to deliver performance reports, coach staff, and maintain motivating team environments.

My background includes frontline customer care through supervisory roles where I led high-performing teams, provided real-time feedback and coaching, and collaborated cross-functionally to solve service issues. I hold a Diploma in Information Technology and have completed targeted supervisory and quality assurance trainings to strengthen my leadership and operational expertise.

Experience

Work history, roles, and key accomplishments

Supervisor – Support

Support Zebra

Jun 2024 - Dec 2025 (1 year 6 months)

Led a high-performing support team to meet service and efficiency targets by delivering coaching, managing escalations, and providing performance reports to senior leadership.

Team Leadership Coaching Escalation Management performance reporting Customer Support CRM Email Support

Customer Care Ambassador I

Support Zebra

May 2021 - Jun 2024 (3 years 1 month)

Handled customer and vendor interactions via voice and email, resolved service concerns, and collaborated cross-functionally to resolve escalated issues and ensure client satisfaction.

Customer Service Email Support Escalations CRM Problem Solving Client Relations

Customer Service Representative

Teleperformance

May 2018 - Jun 2020 (2 years 1 month)

Managed customer inquiries and complaints, provided timely solutions to ensure satisfaction, and documented client interactions in CRM systems to support service continuity.

Customer Support CRM Documentation Time Management Communication Service standards

Assistant Manager

JRJ Marketing and General Merchandise

Oct 2017 - Apr 2018 (6 months)

Supervised daily retail operations, coordinated team tasks to ensure workflow efficiency, and resolved escalated client issues to maintain service standards.

Retail Operations Team Supervision Escalations Customer Service Problem Solving