Open to opportunities

Mickey Belande

@mickeybelande

Message

I am an experienced BPO Head of Helpdesk driving operations excellence.

Philippines

Message

What I'm looking for

I’m seeking a senior operational role leading helpdesk or BPO operations where I can improve processes with data-driven decisions and automation, build and coach teams, and collaborate with leadership in a culture that values continuous improvement.

I am a Head of Helpdesk with over 10 years in the BPO industry, currently leading helpdesk operations at Go2. I oversee transitions, workforce management, and back-office functions to ensure quality, compliance, and operational efficiency.

I work directly with executive leadership to streamline support systems, introduce AI-driven tools, and maintain up-to-date documentation of policies and procedures. I also spearhead training and coaching programs to build technical and soft skills while promoting continuous improvement.

Previously I served as Engagement Manager and Operations Manager/Program Head at Convergys/Concentrix, where I launched the Charter Hawaii Video Repair project, scaled teams rapidly to 180 members, and consistently exceeded KPIs. I value collaboration, data-driven decision making, and building high-performing teams.

Experience

Work history, roles, and key accomplishments

Current

Head of Helpdesk

Current

Go2

May 2021 - Present (4 years 3 months)

Led the Helpdesk through a transition to AI-driven tools and streamlined support processes, improving documentation and training programs across the team. Collaborated with division heads to enhance support efficiency and maintained up-to-date policies and procedures.

Transitions Workforce Management Zendesk Training Documentation CRM Process Improvement

Engagement Manager

Go2

Nov 2020 - May 2021 (6 months)

Managed member and partner relationships, contributing to one partner's 300% growth by recruiting culture-fit candidates and ensuring service quality. Identified and resolved member issues and helped implement strategies to improve Engage department productivity.

Relationship Management Recruitment Partner Management Quality Assurance Stakeholder Management Process Improvement CRM Data Analysis

Operations Manager/Program Head

Convergys Philippines Services / Concentrix

Nov 2013 - Nov 2020 (7 years)

Directed operations for technical/helpdesk programs, launching Charter Hawaii Video Repair and scaling the team to 180 members in 4 months while achieving 100% CV targets by Q4 2018. Implemented SOPs and enhanced performance tracking to support strategic plans.

Program Launches Scaling Teams SOP Development Performance Tracking Project Management Data Analysis Process Optimization

Sr. Team Leader

Convergys Philippines Services

Sep 2010 - Nov 2013 (3 years 2 months)

Led frontline teams for technical/helpdesk support, set goals, delegated tasks, and communicated best practices to improve team performance and adherence to expectations. Conducted regular meetings and tracked KPIs to maintain service quality.

Team Leadership Coaching Performance Management Scheduling Technical Support KPIs Escalation Management

Technical Support Rep

Convergys Philippines Services

Jan 2008 - Sep 2010 (2 years 8 months)

Provided Level 1-2 technical support for Time Warner Cable/Roadrunner internet services across US states, handling advanced internet troubleshooting, basic networking, and hardware/software issues. Maintained high customer service standards while resolving technical incidents.

Networking Technical Troubleshooting Software support Customer Support

Technical Support Representative

Teletech

Sep 2007 - Jan 2008 (4 months)

Handled hardware and software support calls for Hewlett-Packard customers, delivering technical troubleshooting and customer service for HP products. Escalated complex issues appropriately to maintain resolution timelines.

Hardware Technical Troubleshooting Customer Service Ticketing Systems Escalation Management

Technical Sales Engineer / Depot Supervisor

RI Chemical Corporation

Jan 2006 - Jan 2007 (1 year)

Managed depot operations and provided technical sales services, performing logistics, client liaison, and troubleshooting for installed equipment while forecasting bookings for assigned accounts. Identified sales opportunities and implemented winning strategies.

Technical Sales Logistics Troubleshooting Sales Forecasting

Supervisor

General Milling Corporation

Mar 2005 - Jun 2006 (1 year 3 months)

Oversaw packaging material assessment and supplier communication, conducted quality inspections, and collaborated with R&D to improve packaging and resolve customer complaints. Ensured material compliance with product specifications.

Quality Assurance Supplier Management Process Improvement

Associate Engineer

Lear Corporation

Jun 2004 - Mar 2005 (9 months)

Served as program champion for SAAB automotive programs, managing material data submissions and coordinating status updates with customers and suppliers through regular reporting. Maintained program timelines and communications.

Program Coordination Supplier Communication Reporting Engineering Support