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Pepe Mollejon
Looking for a jobOperations Team Leader
Customer Experience Specialist at TELUS Digital Philippines who improved campaign handoff validity from 64% to 95%.
PhilippinesOperations Team Leader at TELUS Digital Philippines
Experience
Operations Team Leader
Managed a team of back-of-house KYB Due Diligence specialists following strict AML workflows. Monitored team performance, provided coaching and feedback, and oversaw time entries to ensure a supportive, high-performing environment.
Team LeadershipCoachingAMLKYBDue DiligencePerformance MonitoringWorkflow Management
Customer Experience Analyst
Identified root causes of low customer effort scores by auditing tickets and analyzing data. Managed critical data sets, created reports and dashboards, and provided actionable insights to operations teams and leadership.
Data AnalysisKPI TrackingReportingDashboardingCustomer ExperienceRoot Cause Analysis
Subject Matter Expert (SME)
Provided real-time product knowledge support to frontline teams for the world's largest search engine. Conducted ticket audits, improved backlog efficiency from 78% to 92% in 2 months, and led case handoff improvement projects raising validity from 64% to 95% in 6 months.
Product KnowledgeTicket AuditingProcess ImprovementAnalytical ThinkingProblem SolvingProject Leadership
Level 3 Technical Support Representative Agent
Addressed complex product bugs for a global search engine's cloud-based productivity subscription. Collaborated with product engineers to develop and implement fixes, ensuring prompt resolution of customer issues.
Technical SupportTroubleshootingCollaborationProduct Knowledge
Level 2 Technical Support Representative Agent
Handled customer issues related to cloud-based productivity subscriptions for the world's largest search engine. Maintained a 100% customer satisfaction score for 6 months.
Technical SupportTroubleshootingCustomer SatisfactionProduct Knowledge
Education
STI Sta Rosa
Undergraduate in Bachelor of Science in Information Technology at STI Sta Rosa.
Lean Six Sigma Yellow Belt
Certified as a Lean Six Sigma Yellow Belt Practitioner.
Lean Six Sigma White Belt
Certified as a Lean Six Sigma White Belt.