RCReinard Canamales
@reinardcanamales
Results-driven Team Manager with 17+ years in BPO operations and people leadership.
PhilippinesWhat I'm looking for
I am a results-driven Team Manager with over 17 years in BPO operations and 3+ years in formal leadership, managing 18–25 agents across customer service and technical support programs. I specialize in KPI ownership (CSAT, AHT, SLA), performance coaching, escalation management, and process improvement, and I hold a Lean Six Sigma Yellow Belt.
I have delivered technical and customer support across tech, media streaming, consumer electronics, healthcare, and telecom accounts, and I excel at cross-functional collaboration with QA, Training, Workforce, and IT to optimize operational performance. I am well-suited for startup, remote, and fast-scaling environments where operational efficiency, CSAT improvement, and people development are priorities.
Experience
Work history, roles, and key accomplishments
Team Manager
Valor Global Incorporated
Nov 2019 - Dec 2025 (6 years 1 month)
Managed and mentored 18–25 customer support and technical support agents, owning team KPIs (CSAT, AHT, SLA) and implementing process improvements that improved productivity and reduced repeat issues.
Customer Support Specialist
Transcosmos
Jan 2007 - Jan 2019 (12 years)
Provided end-to-end technical and customer support for consumer electronics and streaming accounts, resolving device setup, connectivity, and firmware issues while maintaining high quality service.
Customer Support Specialist
Sitel
Provided customer service and technical support for varied accounts, contributing to high-quality support delivery and customer advocacy across engagements.
Customer Support Specialist
Concentrix
Delivered technical and customer support across telecom and consumer accounts, handling troubleshooting, driver installation, and error resolution to maintain customer satisfaction.
Customer Support Specialist
SPI Global
Delivered technical and customer support across media and technology accounts, focusing on problem resolution, escalation handling, and maintaining service quality.
Customer Support Specialist
HGS
Handled customer inquiries and technical issues across healthcare and telecom accounts, maintaining compliance and resolving claims or technical faults efficiently.
Education
Degrees, certifications, and relevant coursework
Elevate Asia Six Sigma
Lean Six Sigma Yellow Belt (CLSSYB), Lean Six Sigma / Process Improvement
2020 - 2020
Completed Lean Six Sigma Yellow Belt (CLSSYB) certification focused on process improvement and operational efficiency.
AUArellano University
Bachelor of Science in Nursing (Undergraduate), Nursing
Undergraduate coursework toward a Bachelor of Science in Nursing.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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