Jinelyn Ligtas

BPO Team Leader

Actively looking · Member since 11 Aug 2026

Message

Location: Davao City, Philippines

Desired salary: Confidential

Work preference: Remote Only / Full Time, Part Time, Contract

Experience level: Senior

About

Professional summary

I am a results-driven BPO Team Leader with more than seven years of experience managing high-volume inbound and outbound campaigns for international clients.

I have led sales and customer service teams supporting healthcare benefits insurance, market research, accountancy, and Australian energy and gas accounts. I focus on helping teams exceed KPIs through targeted coaching, performance management, and clear operational processes.

I am experienced in leading distributed and hybrid teams across time zones. I build productive relationships with global clients and stakeholders through reliable communication, escalation management, and consistent service delivery.

I use data analysis, performance reporting, and AI-enabled workflows to improve productivity, response times, CSAT, and campaign outcomes. I am comfortable applying ChatGPT and custom GPT workflows to reporting, coaching, and process automation.

I create structured onboarding, training, and mentorship programs that help new hires ramp up quickly while maintaining quality standards. I also support agents with advanced communication and negotiation coaching.

I am available for remote and international accounts and am committed to building collaborative, high-morale teams that deliver measurable business results.

Notice period: Immediately

Skills

17 capabilities

Tech stack & tools

Working toolkit

Experience

Career history

Team Leader Six Eleven Global Teleservices

2019 – 2026

Led a high-performing sales team supporting international healthcare benefits insurance, market research, and Australian energy and gas campaigns. Delivered a consistent 20% monthly sales increase through targeted, data-backed coaching and KPI management.

Managed high-tier customer escalations across time zones, improving client satisfaction ratings by 30% and maintaining trust with international stakeholders. Recognized as a top Team Leader within the cluster for exceeding KPIs and supporting client retention.

Streamlined account-management workflows to improve response times and service consistency across shifts. Directed data collection and survey initiatives, translating findings into actionable client engagement strategies.

Designed onboarding and training programs that reduced new-hire ramp-up time by 15% while maintaining performance standards. Mentored agents in communication and negotiation techniques and fostered a collaborative team culture that reduced turnover.