MICHAEL ARMILDEZMA
Open to opportunities

MICHAEL ARMILDEZ

@michaelarmildez

Experienced Team Leader in BPO with a focus on customer service.

Philippines
Message

What I'm looking for

I am looking for a role that values leadership, team development, and operational excellence.

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.

Experience

Work history, roles, and key accomplishments

EP

Team Leader

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.

FS

Project-Based Team Leader

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.

SP

Team Leader

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.

FS

Project-Based Team Leader

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.

AB

Team Leader

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.

CO

Technical Support Representative 2

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.

TE

Technical Support Representative

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.

WT

General Manager / Owner

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.

WT

General Manager

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.

AC

Administrative Assistant

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.

TP

In-House Tour Guide

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.

OR

Administrative Assistant

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.

Education

Degrees, certifications, and relevant coursework

University of the East – Manila logoUM

University of the East – Manila

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.

SB

St. Mary’s College of Meycauayan, Bulacan

High School Diploma, General Studies

Obtained a High School Diploma from St. Mary’s College of Meycauayan, Bulacan. Completed the secondary education program.

AS

Abangan Sur Elementary School

Elementary Diploma, General Studies

Received an Elementary Diploma from Abangan Sur Elementary School. Completed the primary education program.

Tech stack

Software and tools used professionally

Interested in hiring MICHAEL?

You can contact MICHAEL and 90k+ other talented remote workers on Himalayas.

Message MICHAEL

People also viewed

View all talent

Find your dream job

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

Sign up
Himalayas profile for an example user named Frankie Sullivan
MICHAEL ARMILDEZ - Team Leader - Everise Philippines | Himalayas