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Michael John Cuyos

@michaeljohncuyos

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I lead remote customer support operations, improving KPIs, knowledge resources, and team performance.

Philippines

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What I'm looking for

I'm looking for a remote operations or customer support leadership role where I can coach teams, improve KPI performance, build scalable support processes and reporting tools, and deliver strong customer experiences.

I've led remote customer support operations at Microsourcing and Teleperformance, managing teams of 15–20 across healthcare, e-banking, and telecommunications accounts.

At Microsourcing, I drove CSAT, AHT, productivity, quality, and service-level performance while building a knowledge base, Google Sheets KPI dashboard, scorecards, and productivity reporting tools for a startup account. I also adapted operations from a 20-agent e-banking team to a 15-agent U.S.-based healthcare account.

Earlier, I delivered customer and technical support at TaskUs, VXI, Ocwen Business Solutions, and ACS across phone, chat, email, ticketing, and data-entry channels. At Ocwen, I handled first-level hardware, software, network, and system support through ServiceNow and collaborated on outage resolution.

I'm focused on coaching teams, resolving escalations, improving processes, and delivering reliable customer experiences in fully remote environments.

Experience

Work history, roles, and key accomplishments

Operations Supervisor

Microsourcing

Jun 2021 - Jun 2026 (5 years)

Led a team of 15-20 customer service professionals in a fully remote environment, driving performance across CSAT, AHT, productivity, quality, and service-level targets. Developed performance improvement strategies and established operational processes for a startup account.

Remote Team Leadership Customer Support Operations Coaching And Development Customer Escalation Management Process Improvement Knowledge Base Management Google Sheets Multichannel Support