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Roy Prudente

@royprudente

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Operations and Product Manager driving metrics, QA, and process improvement.

Philippines

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What I'm looking for

I seek roles where I can lead operations or product support teams, drive KPI-based improvements, mentor staff, and implement process and quality enhancements within a collaborative, data-driven culture.

I am a results-driven Operations and Product Manager with over 15 years of experience across BPO, QA, IT service desk, technical support, and product operations.

I have led supervisors, team leads, and senior staff to improve operational excellence, customer satisfaction, and quality compliance by implementing KPIs, QA calibration, coaching, and targeted retraining.

My hands-on experience includes onboarding, training, escalation management, hiring, disciplinary actions, and close collaboration with Product, QA, Data, and Customer Experience teams to validate product data and optimize workflows.

I am committed to continuous process improvement, data-driven decision making, and building high-performing teams to deliver consistent service quality and operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Production Coordinator

Current

Thrivesource Global Inc.

Jun 2023 - Present (2 years 9 months)

Directed supervisors, team leads, and senior reps across Product Support and Orders, implemented KPIs and coaching programs that improved product data accuracy and operational efficiency. Led QA calibration, hiring, onboarding, and performance management to drive quality and compliance.

Product Support KPIs Coaching Onboarding Escalation Management Performance Management Cross Functional Collaboration

Technical Support Supervisor

AFG / Thrivesource Global Inc.

Jun 2022 - Jun 2023 (1 year)

Led scheduling, workflow coordination, and daily technical support operations to maximize productivity and customer satisfaction while conducting performance evaluations, coaching, and disciplinary actions. Analyzed processes and implemented improvements to optimize efficiency and service quality.

Team Leadership Scheduling Coaching Process Improvement Hiring

Technical Support Team Lead

AFG / Thrivesource Global Inc.

Aug 2019 - Jun 2022 (2 years 10 months)

Directed daily technical operations, optimized processes, handled escalations, and coached team members to improve service quality and operational performance. Supported staffing, scheduling, and resource planning to sustain high productivity.

Team Leadership Escalations Coaching Scheduling Process Optimization Customer Support Performance Coaching And Operations Planning

I.T. Service Desk Analyst

PeoplePlusTech Inc.

Aug 2017 - Aug 2019 (2 years)

Provided infrastructure and end-user support including Active Directory management, device troubleshooting, and escalation management, improving resolution times and preventing issue recurrence. Collaborated with internal and external teams for timely problem resolution.

IT Support Active Directory Troubleshooting Escalation Management Desktop Support

Customer Service Professional

EXL Service Philippines, Inc.

Nov 2014 - Aug 2017 (2 years 9 months)

Delivered customer support for retirement products including annuities and 401(k) benefits, ensuring timely handling of client requests and high-quality service. Managed case resolution to maintain customer satisfaction.

Customer Service Benefits Support Client Communication Case Management & Compliance Time Management

Customer Service Team Lead

SupportSave Solutions, Inc.

Sep 2011 - Aug 2014 (2 years 11 months)

Led a 15-member customer service and sales team to meet performance and sales targets, overseeing hiring, coaching, training, scheduling, and incentive programs to drive team results.

Team Leadership Sales Coaching Hiring Training Performance Management Scheduling Incentives Customer Service

SEO Specialist

SupportSave Solutions, Inc.

Jun 2010 - May 2011 (11 months)

Executed SEO and link-building campaigns for client projects, improving online visibility and supporting digital marketing objectives through targeted strategies.

SEO Link Building Online Marketing On Page Optimization Keyword Research Analytics Content Strategy Campaign Management