Jerome D.
✨ Newly AddedOperations Manager – E-commerce & Customer Support
Notable Highlight
At a CEVA global logistics company, Jerome improved internal support satisfaction from 60–70% to 97–98% month-on-month, with some periods reaching 99–100%. He attributed this to changing ticket prioritization, using data to adjust urgency, and simplifying self-help processes with partner teams.
Experience Summary
Jerome Reyes has over 15 years of experience across BPO, IT service desk, logistics, and e-commerce/customer support operations. As Operations Manager at Hel., he oversaw 23–24 e-commerce clients, supported approximately 70–75 customer service agents, and managed roughly 8,000 tickets daily across channels. His background includes team leadership, hiring, training, coaching, client escalations, KPI/SLA management, onboarding, process improvement, budgeting, and client-facing reporting. He is proficient with Gorgias, Zendesk, HubSpot, Freshdesk, Shopify, Asana, Airtable, GitHub, Claude, Gemini, and Google Suite.
Key Achievements
At a CEVA global logistics company, improved internal support satisfaction from approximately 60–70% to 97–98% month-on-month, with some periods reaching 99–100%. This was achieved through revised ticket prioritization based on data-driven urgency assessment and simplified self-help processes developed with partner teams. At Hel., reduced client onboarding time from approximately one month to 7–8 days by eliminating obsolete steps and implementing more effective technology-driven workflows, maintaining implementation quality throughout the acceleration. For a tech client at Hel., improved customer satisfaction from approximately 20–30% to over 95% month-on-month through collaboration with quality and knowledge support teams to enhance performance and service delivery.
Skills
Experienced in leading large customer support operations, including coaching team leaders and overseeing 70–75 agents across multiple client accounts Strong in operational management, including KPIs, SLAs, escalations, onboarding, budgeting, and client reporting Hands-on with customer support and e-commerce tools such as Gorgias, Zendesk, Freshdesk, HubSpot, and Shopify Brings a process improvement mindset with experience using technology and workflow changes to improve onboarding speed and customer satisfaction
Work Experience
Operations Manager – E-commerce & Customer Support
Hel. · Remote · Mar 2021 – Present
- Champion global customer operations for a premier BPO/staffing agency, directly leading 5–6 Team Leaders managing e-commerce support teams worldwide.
- Direct operational strategy to consistently exceed critical KPIs, including CSAT, Average Handle Time (AHT), and resolution metrics across diverse client portfolios.
- Conduct targeted weekly performance reviews, calibration sessions, and professional development coaching for team leads aligned with strict organizational OKRs and SLAs.
- Partner seamlessly with Client Success and Onboarding divisions to architect scalable workforce strategies, recruitment pipelines, and seamless technical escalation flows.
Service Delivery Manager
CL · On-site · Sep 2019 – Feb 2021
- Spearhead a cross-functional organization of 50+ personnel spanning frontline service desk, remote desktop support, global access management, and QA auditing.
- Provide direct oversight to 4 Team Leaders, managing high-level client escalations, strategic operational roadmaps, and comprehensive performance scorecards.
- Govern technical helpdesk performance frameworks, optimizing resolution workflows across access and global technology infrastructure.
- Engineer advanced reporting systems to elevate operational visibility, successfully collaborating with global stakeholders to meet rigorous corporate expectations.
Senior Team Leader – Service Desk Operations
SP · On-site · Feb 2012 – Aug 2019
- Command an elite engineering unit of 30+ tier-1 and tier-2 service desk specialists handling complex remote troubleshooting and nationwide field dispatch operations.
- Supervise 2–3 Team Leaders while concurrently orchestrating major client onboarding programs, internal technical training frameworks, and quality assurance architectures.
- Manage final candidate selection and interview pipeline, co-lead complex project transitions, and represent core operations as the subject matter expert in executive-level client reviews.
Customer Care Supervisor
Xer. · On-site · Feb 2010 – Feb 2012
- Formulate foundational leadership strategies managing a high-volume division of 20+ support agents, driving metrics, quality assurance, and organizational culture.
- Govern end-to-end people operations including talent sourcing, initial interviewing, onboarding, operational training, performance coaching, and HR documentation.
- Serve as the primary Subject Matter Expert (SME) and escalation anchor, guiding frontline agents through technical workflows and live client disputes.
- Author standard operating procedures (SOPs), design performance reporting protocols, and execute critical administrative oversight including scheduling and compliance.