Open to opportunities

Mac Gyver Saballa

@macgyversaballa

Message

Customer Support Team Lead with 10+ years improving CSAT and leading remote teams.

Philippines

Message

What I'm looking for

I’m looking for a role where I can lead and coach support teams, own customer experience outcomes, and help maintain strong CSAT, quality, and compliance—especially in remote or blended support environments.

I’m a customer support professional and Team Lead with over 10 years of experience across email, chat, and blended support environments, including SaaS, travel, e-commerce, compliance, and BPO operations. I’ve built a track record of managing high-volume support queues while maintaining strong CSAT, handling escalations, and meeting SLA and KPI targets consistently.

In my recent roles, I’ve led remote teams as a Virtual Assistant / Team Lead—monitoring performance, ensuring quality output, and supporting onboarding and coaching for new hires. I also work on email and live chat support while handling background and criminal record checks, reviewing sensitive documentation with high accuracy, and coordinating with internal teams and external agencies to maintain compliance and confidentiality.

Earlier in my career at Convergys/Concentrix, I served as a Senior Customer Service Representative, including Subject Matter Expert / Coach responsibilities for DIRECTV and real-time coaching to improve performance. I conducted team training, supported quality assurance initiatives, and contributed to blended support operations for bookings, account management, and billing—delivering reliable resolutions for complex customer inquiries at scale.

Experience

Work history, roles, and key accomplishments

Virtual Assistant / Team Lead

EnchantedFairies (Remote)

Feb 2023 - Jun 2026 (3 years 4 months)

Led and supported a remote team, monitoring performance and ensuring quality output. Assisted in onboarding and coaching new hires.

Remote Team Leadership Team Leadership Performance Monitoring Quality Assurance Onboarding Coaching

Email & LiveChat Support

SterlingTalentSolutions (Remote)

Nov 2021 - Jun 2023 (1 year 7 months)

Provided email and live chat support while conducting background and criminal record checks. Reviewed sensitive documentation with high accuracy and maintained compliance and confidentiality standards.

Email Support Live Chat Background Checks Compliance Confidentiality Verification

Customer Service / Email Support

HelloConnect (Remote)

Sep 2021 - Nov 2021 (2 months)

Managed customer inquiries via email support and resolved order, delivery, and account-related issues. Worked on compliance and background verification and contributed to remote team collaboration and coaching/team leadership.

Email Support Compliance Background Verification Remote Collaboration Delivery Issue Resolution Account Related Issues Coaching Team Leadership

Customer Service / Email Support

Hopla.Online (Remote)

Sep 2020 - Jan 2021 (4 months)

Handled high-volume email support for e-commerce clients (including BoxyCharm), resolving subscription, billing, and shipping concerns. Managed escalation and case workflows while maintaining SLA/KPI and CSAT performance.

Email Support Customer Service CSAT Zendesk CRM Tools E commerce Support Subscription Billing Shipping Support

Adviser II

KLOOK Travel

Jun 2013 - Jul 2020 (7 years 1 month)

Provided blended support for travel and entertainment services, supporting bookings, account management, and billing inquiries. Resolved customer issues while meeting service targets and maintaining high customer satisfaction.

Customer Service Blended Support Travel Support Booking Account Management Billing Escalation Management CSAT

Senior Customer Service Representative

ConvergysPhilippinesServicesCorporation/Concentrix

Jun 2013 - Jul 2020 (7 years 1 month)

Provided high-quality customer service through voice, email, and chat channels for DIRECTV and KLOOK Travel clients. Handled complex inquiries and escalations while meeting SLA/KPI targets and maintaining strong customer satisfaction.

Voice support Email Support Customer Support Escalation Management Troubleshooting SLA Management KPI Management CSAT Queue Management Blended Support Compliance Quality Assurance Training

Subject Matter Expert / Coach

AT&T DIRECTV (AEG)

Jun 2013 - Jul 2020 (7 years 1 month)

Served as a subject matter expert for AT&T DIRECTV and mentored agents with real-time coaching. Conducted team training and supported quality assurance initiatives to ensure compliance with company standards.

Subject Matter Expertise team training Quality Assurance Compliance

Senior Customer Service Representative

DIRECTV

Jun 2013 - Jul 2020 (7 years 1 month)

Delivered customer service across voice, email, and chat for DIRECTV clients, handling complex inquiries and escalations. Maintained SLA/KPI targets and customer satisfaction while managing high-volume queues.