Loading...
Loading...
Himalayas
About usHimalayas PlusCommunityTech stackEmployee benefitsTerms and conditionsPrivacy policyContact usFor job seekers
Create your profileBrowse remote jobsDiscover remote companiesJob description keyword finderRemote work adviceCareer guidesJob application trackerAI resume builderResume examples and templatesAI cover letter generatorCover letter examplesAI headshot generatorAI interview prepInterview questions and answersAI interview answer generatorAI career coachFree resume builderResume summary generatorResume bullet points generatorResume skills section generator© 2025 Himalayas. All rights reserved. Built with Untitled UI. Logos provided by Logo.dev. Voice powered by Elevenlabs Grants
Join the remote work revolution
Join over 100,000 job seekers who get tailored alerts and access to top recruiters.
@michaelarmildez
Experienced Team Leader in BPO with a focus on customer service.
I am an experienced Team Leader with over a decade in the BPO industry, specializing in managing high-performing teams across various customer service channels. My career has been marked by a commitment to operational excellence and a passion for fostering team growth. I have successfully led teams in voice, email, and blended support for clients in the U.S., U.K., and Australia, consistently achieving performance metrics and enhancing customer satisfaction.
Throughout my career, I have honed my skills in team management, strategic planning, and performance optimization. My leadership approach emphasizes coaching and development, ensuring that my team members are equipped to meet challenges head-on. I take pride in my ability to analyze trends, implement process improvements, and maintain compliance with industry standards, all while fostering a positive and productive work environment.
Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Sign up now and join over 100,000 remote workers who receive personalized job alerts, curated job matches, and more for free!

Work history, roles, and key accomplishments
Everise Philippines
Jan 2021 - Jan 2024 (3 years)
Supervised a team of customer service representatives, ensuring they consistently met performance metrics such as AHT, CSAT, QA scores, and attendance. Conducted regular coaching, performance reviews, and provided real-time support for escalated healthcare-related concerns, ensuring compliance with client standards and HIPAA regulations.
Fusion BPO Services
Jan 2021 - Dec 2021 (11 months)
Oversaw a team of agents handling both voice and non-voice customer interactions related to passport renewal services, monitoring daily performance and ensuring adherence to service levels and quality standards. Provided coaching, support, and motivation to the team, handling escalations and assisting in process improvements.
Sitel Philippines
Jan 2019 - Jan 2021 (2 years)
Led a newly launched team focused on managing customer inquiries, complaints, and post-sales support through email, ensuring high-quality responses and meeting key performance metrics. Conducted regular coaching, performance evaluations, and process briefings, playing a vital role in setting up workflows and stabilizing operations.
Fusion BPO Services
Jan 2017 - Dec 2018 (1 year 11 months)
Supervised a team of voice agents providing real-time information and assistance to callers, monitoring call quality and managing daily team performance. Conducted regular coaching sessions, addressed escalations, and collaborated with operations and quality assurance teams to implement process improvements.
Acquire BPO
Jan 2014 - Dec 2016 (2 years 11 months)
Led multiple pioneer campaigns involving both voice and non-voice channels for business clients, overseeing daily operations and driving performance across sales, customer support, and technical assistance. Provided coaching, monitored agent productivity, and handled escalations to maintain service excellence and client satisfaction.
Convergys
Jan 2012 - Dec 2012 (11 months)
Provided advanced troubleshooting and technical assistance to customers experiencing issues with Uverse TV, internet, and phone services, resolving service interruptions and configuring devices. Ensured customer satisfaction by delivering clear, professional support while meeting performance metrics such as first call resolution and AHT.
Teleperformance
Jan 2010 - Dec 2011 (1 year 11 months)
Provided front-line assistance to Australian customers for internet connectivity, email configuration, and modem/router setup, performing real-time diagnostics and guiding users through technical solutions. Ensured high levels of customer satisfaction by delivering clear, patient, and efficient support while adhering to performance metrics.
Westwind Travel and Tours
Jan 2009 - Dec 2010 (1 year 11 months)
Oversaw all aspects of business operations, from strategic planning and marketing to client relations and vendor management, leading the development of customized travel packages. Managed partnerships with airlines and hotels, supervised staff, handled financial management, and implemented digital marketing strategies to increase visibility and sales.
Wildrock Travel and Tours
Jan 2008 - Dec 2009 (1 year 11 months)
Directed overall business operations, including sales, marketing, customer service, and financial management, developing strategic plans to drive growth. Managed client relationships, optimized operational processes, and led a team to deliver exceptional service while maintaining compliance with industry regulations.
Amici Italian Cuisine
Jan 2006 - Dec 2008 (2 years 11 months)
Managed daily office operations, including scheduling appointments, handling correspondence, and maintaining organized records, supporting management by preparing reports and coordinating meetings. Handled customer greetings, reservations, billing, and basic bookkeeping tasks, contributing to a positive workplace environment.
The Legend Hotel Palawan
Jan 2003 - Dec 2005 (2 years 11 months)
Provided guests with engaging and informative tours of local attractions, cultural sites, and natural landmarks, assisting guests in planning their itineraries and offering insights into Palawan’s history and ecology. Coordinated with transportation providers and local vendors, addressing guest inquiries and promoting hotel packages to enhance guest satisfaction.
Oliveto Italian Restaurant
Jan 1999 - Dec 2002 (3 years 11 months)
Managed daily administrative tasks including scheduling, handling correspondence, and maintaining organized records to support smooth restaurant operations. Coordinated with suppliers and vendors, assisted in inventory tracking, and handled customer reservations and basic bookkeeping tasks.
Degrees, certifications, and relevant coursework
BS in Electronics and Communications Engineering, Electronics and Communications Engineering
Studied Electronics and Communications Engineering at the University of the East – Manila. Completed up to the 3rd year of the program.
High School Diploma, General Studies
Obtained a High School Diploma from St. Mary’s College of Meycauayan, Bulacan. Completed the secondary education program.
Elementary Diploma, General Studies
Received an Elementary Diploma from Abangan Sur Elementary School. Completed the primary education program.
Software and tools used professionally
You can contact MICHAEL and 90k+ other talented remote workers on Himalayas.
Message MICHAELCarmen Bautista
Team Leader, TaskUs Inc
Alquasim Fadlallah
Team Leader, Enshored, Inc.
Luis Miguel Tangkeko
Team Manager, SLK Global Philippines
Almonds Magsino
Team Lead/Operations Supervisor, Concentrix Philippines
Keneth Arellano
Operations Manager I, Concentrix
Juliet Merioles
Team Manager, Ibex
Jayson Carido
Team Manager, Concentrix
Meriejoy Ty
Customer Service / Escalation Officer /Team Leader, Sagility
Jerry Astrande
Senior Process Executive, Infosys BPM
Girlie Abarracoso
Team Leader, Teleperformance