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Riki Dabao

@rikidabao

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Operations Team Lead at [24]7.ai, improving service performance and maintaining 24/7 operations.

Philippines

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At [24]7.ai, I manage team performance and service levels across BJ’s, Optus, and Kohl’s programs. I monitor operational metrics, coach team members, and help maintain uninterrupted 24/7 operations.

As an Operations Supervisor at Teleperformance, I managed team performance across AT&T – Direct TV and Telstra, with a focus on customer satisfaction, quality, and service-level agreements. I also conducted quality audits and worked with Client, Quality, and Training teams to address process gaps.

Earlier, I supported customers with technical issues at Teleperformance and worked in IT support, instruction, and network administration. I hold degrees in Computer Technology and Web Designing.

Experience

Work history, roles, and key accomplishments

Current

Team Lead

Current

24/7.ai

Dec 2022 - Present (3 years 10 months)

Manages performance of call center representatives, ensuring service level requirements are met. Oversees 24/7 operations, coaching, and operational reporting.

Performance Management Coaching SLA Compliance AHT CSAT Workforce Management Data Privacy Reporting Escalation Management

Operations Supervisor

Teleperformance

Apr 2016 - Sep 2022 (6 years 5 months)

Directed and managed team performance, ensuring high customer experience and operational metrics. Conducted quality audits, coaching, and process improvement initiatives.

Team Leadership Quality Audits SLA Monitoring CSAT NPS Coaching Process Improvement Leave Management Performance Management

Technical Support Representative

Teleperformance

Nov 2010 - Apr 2016 (5 years 5 months)

Assisted customers in resolving technical issues related to devices, software, and internet services. Provided first-level support and maintained positive customer relations.

Technical Support Troubleshooting Customer Service Active Listening Data Entry Communication Skills

Customer Service Sales Coordinator

Metro Gas Sales Inc.

Bridged sales operations and client satisfaction in a retail environment. Drove revenue through product knowledge and streamlined sales processes.

Customer Service Sales Product Knowledge Client Relations

IT Support

Aguila Glass

Maintained the integrity and efficiency of the organization's digital infrastructure. Provided technical assistance and troubleshooting for software and hardware faults.

IT Support Troubleshooting Hardware Software Remote Support

Network Administrator

Metro Gas Sales Inc.

Maintained a reliable, secure, and efficient data communications network. Installed, configured, and proactively maintained network hardware and software.

Network Administration Network Security Hardware installation Configuration Maintenance

Head Department for Computer & Technology

Gentle Angels School

Led the school's digital strategy, overseeing academic curriculum and technical infrastructure. Managed IT support, vendor relationships, and EdTech integration.

Leadership IT Management Curriculum Development Vendor Management Edtech

IT Instructor

Expert Information Technology Education Center

Delivered training programs and conducted performance assessments to bridge skill gaps. Designed comprehensive training programs blending formal instruction and digital learning.

Instructional Design Training Delivery Performance Assessment Digital Learning