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Leenard Giray

@leenardgiray

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Business Unit Supervisor with expertise in customer service and management.

Philippines

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What I'm looking for

I seek a role that fosters professional growth and values teamwork.

Detail-oriented Business Unit Supervisor with 5+ years of experience in BPO leadership (Insurance Support Services International Corporate), specializing in customer service operations and team mentorship. Transitioned from a background as a Librarian and Researcher at Aidea, leveraging strong analytical, organizational, and ISO 9001:2015 compliance skills to enhance team performance and operational efficiency. Proven ability to train and motivate CSR teams, resolve complex customer inquiries, and streamline processes to exceed KPIs. Combines expertise in research, documentation, and digital resource management with hands-on leadership in fast-paced environments. Holds a Bachelor’s degree in Library Science (PUP) and a Licensed Librarian certification, underscoring precision and adaptability.

Experience

Work history, roles, and key accomplishments

Current

Business Unit Supervisor

Current

ISSI CORP

Aug 2020 - Present (4 years 9 months)

As a Business Unit Supervisor, I trained and mentored a team of Customer Service Representatives (CSRs) to meet key performance indicators (KPIs). I acted as a Subject Matter Expert, provided floor support, and handled customer inquiries and complaints. My role included improving team supervision and performing administrative tasks.

Customer Service Team Leadership KPIs Administration Reporting Training Mentoring Communication

Librarian And Researcher

Aidea

Aug 2017 - Feb 2019 (1 year 6 months)

In my role as a Librarian and Researcher, I was responsible for managing library resources, conducting research for ISO certification, and assisting with supplier product presentations. I developed a gap analysis checklist for ISO 9001:2015 compliance and converted reference materials to e-resources.

Library Management Research ISO 9001 Gap Analysis Communication Resource Management Troubleshooting

Education

Degrees, certifications, and relevant coursework

Polytechnic University Of The Philippines-Sta. Mesa

Bachelor's/College Degree, Library Management

2013 - 2017

Completed a Bachelor's degree in Library Science with a focus on Library Management, gaining skills in managing library resources and providing research support.