John Rod Navarro

Bachelor of Science in Business Administration major in Financial Management

ABE International Business College - (2015 - 2018)

Head of Customer Service

Cloud Ecommerce Corporation (formerly Cloud Logic Limited) - (2018 - Now)

I am the Customer Service Head of Cloud Ecommerce Corporation. Our company focuses on the e-commerce enablement of our clients, helping them sell their products online either through standalone webstores or official brand stores in major marketplaces like Lazada, Shopee, and TikTok. In this role, I managed a team of 60 full-time employees (direct and indirect reports) providing support via chat, email, social media, and calls (strictly for high-priority escalations and urgent brand/legal resolutions).

As the head, my functions include, but were not limited to, the following areas:

- Hiring and Discipline: Recruitment of additional FTEs and ensuring compliance with company policies, operational processes, and professional behavior.
- Training and Development: Facilitation of training sessions on customer service, soft skills, communications, and other business skills that contribute to a satisfactory performance.
- Scheduling and Work Assignment: Delegation of tasks and schedules based on contact volume, client demands, events (e.g. 9.9, 11.11, 12.12, birthday sale, etc.), current issues, and other factors like campaign periods relative to effective performance.
- Performance Management: Implementation of Performance Improvement Plans (PIPs) to address challenges in service delivery at both individual and team levels.
- Interdepartmental Processes: Coordination with internal and external teams—such as IT, Creatives, Finance, Warehouse (Order Processing and Logistics), and external couriers—to ensure smooth operations across all service delivery channels.

Technical Support Representative

Concentrix - (2016 - 2017)

Following my transition to focus on my studies, I became a technical support representative for one of the world's biggest computer and mobile operating system providers. I responded to technical queries from customers across public discussion boards, community forums, and Twitter. The support I provided covered different products and services such as core operating systems, office applications, and other productivity programs.

After a year in this role, I resigned to give my full, undivided attention to my final academic requirements—specifically my on-the-job training (OJT) and thesis defense—which allowed me to successfully graduate and complete my degree.

Team Manager

TaskUs - (2014 - 2016)

I handled 2 team leaders with 10 agents each. We provided assistance to riders and driver-partners of a multi-national ride-sharing platform. The support that we provided was through email and chat, using a widely popular ticket management tool. My duties included compliance management, behavior and discipline management, coaching and mentoring, and performance management.

At the time, I was also a full-time student entering my third and final year of college. Because the demands of both a management role and my academic workload required full-time commitments, I made the strategic decision to step down and transition into a technical support role to successfully finish my degree while supporting myself financially.

Customer Service Supervisor

Eastvantage Business Solutions - (2013 - 2014)

Hired as an early-stage Team Leader and rapidly promoted to Supervisor, ultimately stepping up to prematurely assume full interim leadership of the entire Philippine customer service operations for a multinational online retail company. Acted as the operational head reporting directly to the CEO, coordinating with regional client counterparts across all aspects of the 24/7 business.

Managed a massive scale of 12 Team Leaders, 10+ support officers, and 150+ customer service representatives across three primary channels (calls, emails, and live chat).

Key areas of responsibility included:

- People Management: Spearheaded behavior management, manpower distribution based on forecasted volumes, and led final interviews for recruitment.
- Workforce Scheduling: Developed 24/7 shift deployment strategies to effectively align staffing with fluctuating multi-channel volumes.
- Quality & Process Re-engineering: Partnered with the QA team to lead calibration sessions, design performance monitoring guidelines, and optimize operational workflows.
- Performance & Target Setting: Monitored and analyzed team KPIs (attendance, productivity, QA, CSAT). Spearheaded targeted coaching and Performance Improvement Plans (PIPs) to address outliers.
- Client Relationship Management: Owned end-to-end client communications, delivering weekly, monthly, and quarterly business reviews (WBR/MBR/QBR) to present strategic action items.

Note on Departure: After successfully navigating a major organizational restructure and stabilizing the 150+ person operation as interim head, I realized my passion lay in long-term executive operations. However, I recognized that progressing further in my career required a completed academic foundation. I made the conscious decision to resign to pivot back to school full-time, taking an agent role at TaskUs to support my studies before being quickly promoted back into management.

Customer Service Representative

IBEX | Global - (2012 - 2013)

Following my tenure at HKT, I joined a pioneer digital sales and care team for one of the world's largest online retailers. Provided high-volume live chat assistance to customers, guiding them through product inquiries and online order placement.

- Performance Metrics Focus: Consistently met and exceeded strict performance benchmarks centered around Conversion Rates, Average Order Value (AOV), and Return Rates. 

Note: Following a strategic, corporate-level closure of the retail account, I successfully leveraged my extensive digital leadership background to transition into a Customer Service Supervisor role at Eastvantage.

Team Leader

HKT Teleservices (Formerly PCCW Teleservices) - (2010 - 2012)

Stepped up from a quality and proofreading role to assume leadership functions, ultimately being promoted to Team Leader to spearhead multi-channel digital care operations for one of the world's largest mobile phone providers. Managed end-to-end performance and behavioral challenges across three distinct support channels:

- Email Support (15–18 FTEs): Managed and coached a large digital queue to stabilize and improve communication quality and delivery.
- Discussion Board Moderation & Social Media (6–7 FTEs): Successfully engineered a performance turnaround for a struggling community moderation team, driving significant KPI improvements.
- Chat Support Launch (25 FTEs): Selected by leadership based on turnaround success to serve as the pioneer Team Leader launching the brand's first-ever live chat channel across multiple regional queues.

Key Responsibilities:

- Data-Driven Reporting: Prepared comprehensive daily, weekly, monthly, and annual operational reports outlining team standings, highlights, and strategic recommendations for workforce scheduling and onboarding.
- Talent Development: Conducted new-hire and promotional interviews; facilitated foundational and refresher training sessions on customer service, communications, and soft skills.
- Project Management: Spearheaded channel launch milestones by maintaining rigorous project trackers covering recruitment, cross-training, scheduling, and technical tools readiness.

Customer Service Representative

Convergys - (2007 - 2010)

Served as a digital Customer Service Representative handling high-volume email support for one of the world's major online retail platforms. Provided end-to-end customer care, ensuring prompt and accurate resolutions across various stages of the customer journey.

- Account & Order Management: Assisted users with registration issues, secure account management, and navigating online order placement.
- After-Sales Support: Handled complex after-sales inquiries, product tracking, returns, and warranty claims to maintain high customer satisfaction.

Customer Service Specialist

IBM Daksh Business Process Services, Inc. - (2007 - 2007)

Served as a specialized Customer Service Representative providing real-time live chat support for one of the world's largest digital buying and selling marketplaces.

- Real-Time Resolution: Provided immediate chat assistance for platform users experiencing difficulties with registration, user authentication, and account management.
- Transaction Support: Guided buyers and sellers through smooth transaction completions, billing queries, and critical after-sales support.

Customer Service Representative

West Contact Services - (2004 - 2007)

Cross-trained and successfully deployed across three distinct, high-volume accounts, showcasing early adaptability across voice, non-voice, and specialized administrative support channels:

- Home Shopping (Inbound Calls): Handled direct inbound call volumes from customers responding to multi-channel media advertisements (TV, radio, magazines). Addressed specific product or service inquiries and executed accurate order entry.
- Transcription (Non-Voice): Transcribed specialized audio recordings with high accuracy, focusing on the retail and entertainment business sectors.
- Credit Card Application (Inbound Calls): Provided inbound assistance to consumers responding to financial offers from one of the largest banking institutions in the U.S. Answered complex product and service queries while guiding applicants securely through online application forms.