JOSE MARI F. REYES
13 P Gomez,Pasig City
Summary
Results-driven employee services manager known for driving operational efficiency and improving service delivery across diverse teams. Successfully implemented performance management strategies that elevated employee engagement and reduced escalations, aligning support services with business objectives.
Overview
18
18
years of professional experience
Work History
Employee Service Manager I (Ask JPMC APAC)
JP Morgan Chase
05.2020 - Current
- Lead day-to-day operations for the employee services team, ensuring delivery against daily production targets, service standards, and quality expectations.
- Manage escalations from active and former employees, ensuring timely resolution and a strong service experience.
- Partner with training teams to identify skill gaps, deliver process training, and implement cross-training plans to support business continuity.
- Monitor call management and operational performance data, collaborating with analysts to align staffing and scheduling with business demand.
- Oversee timekeeping, leave management, shift scheduling, attendance tracking, and training schedules to support service level goals.
- Conduct performance reviews, coaching sessions, feedback discussions, and development planning for team members.
- Recommend and support HR actions, including performance improvement, promotions, compensation actions, and disciplinary measures when necessary.
- Drive process streamlining and continuous improvement initiatives by identifying operational gaps and knowledge deficiencies.
- Partner with internal groups such as Benefits, Payroll, and other GES teams to ensure seamless employee support.
- Manage stakeholders across APAC , supporting alignment on service delivery priorities and operational needs.
Team Leader (Operations)
ARL – Alorica Teleservices Inc
11.2019 - 02.2020
- Led back office team (SKIP, SSA and Admin) and supported manning campaigns.
- Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
- Conduct regular performance reviews and one-one-one meetings with direct reports to evaluate performance against KPIs.
- Ensure all positions are staffed appropriately to meet client requirements.
- Maintained operational activities, including RnR and performance metrics, to drive employee satisfaction.
- Provided daily insights to Outbound and Inbound teams to enhance collection strategies.
- Attend regular client meetings to discuss account updates and weekly performance.
- Collaborate with respective Operational Support Teams to train employees to meet Client demands.
Operations Manager – Apprentice
Paypal UK – Alorica Teleservices Inc.
02.2018 - 11.2018
- Manage Team Leaders to ensure program(s) productivity, quality and customer satisfaction/client performance objectives are met and performed in an efficient manner.
- Communicate client and company goals and metrics with team members to deliver high level of customer service.
- Coach and develop direct reports to acquire and refine necessary job skills through constructive feedback, ongoing training, and other coaching techniques.
- Conduct regular performance reviews and one-on-one meetings with direct reports to evaluate performance against KPIs.
- Provide regular feedback to Director, Operations and other members of the management team regarding current operational performance.
- Escalate issues appropriately and in real-time including, but not limited to, financial, performance, and human resources issues.
- Ensure all positions are staffed appropriately to meet client requirements.
- Accountable for ensuring that all activities and initiatives meant to drive operational effectiveness are administered in a cost-effective manner.
- Collaborate with respective Operational Support Teams to train employees to meet Client demands.
Team Leader (Operations)
Paypal UK – Alorica Teleservices Inc.
05.2017 - 01.2018
- Provide supervision to both direct and indirect reports to ensure proper floor coverage and maintain a positive leadership presence at all times.
- Effectively communicate corporate and business expectations to all team members.
- Motivate and inspire team members by performing regular coaching and counseling sessions.
- Assure that the team members have the necessary education and training to effectively participate on the team’s performance.
- Encourage creativity, risk-taking, and constant improvement by delegating task to team members.
- Responsible for delivery of customer satisfaction, business results and employee satisfaction to ensure achievement of scorecard and client goals.
- Responsible for daily call monitoring to provide feedback and coaching of team members per the quality standards.
- Coach and help develop team members; help resolve dysfunctional behavior and lean towards improvement daily.
Team Leader (Operations)
Talk Talk – Tech
12.2016 - 02.2017
- Assist teammates in handling calls related to technical issues with their Cable, Phone and Broadband service.
- Coach and help develop team members; help resolve dysfunctional behavior and lean towards improvement on a daily basis.
- Assure that the team members have the necessary education and training to effectively participate on the team’s performance.
- Encourage creativity, risk-taking, and constant improvement by delegating tasks to team members.
- Serve as a focal point to communicate and resolve interface and integration issues within the campaign.
- Coach and help develop team members; help resolve dysfunctional behavior and lean toward improvement on a daily basis.
Team Leader (Operations)
Paypal - Account/Transact Segment
09.2015 - 11.2016
- Assist teammates in handling calls related to logins, withdrawals and online walkthroughs.
- Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort.
- Motivate and inspire team members by performing regular coaching and counseling sessions.
- Assure that the team members have the necessary education and training to effectively participate on the team’s performance.
- Encourage creativity, risk-taking, and constant improvement by delegating tasks to team members.
- Serve as a focal point to communicate and resolve interface and integration issues within the campaign.
- Coach and help develop team members; help resolve dysfunctional behavior and lean toward improvement on a daily basis.
Quality Assurance Specialist
Transcom Comcast NED- Central Division
11.2014 - 08.2015
- Devising and establishing Comcast quality procedures, standards and specifications.
- Facilitate weekly client call calibration for campaign’s improvement and updates.
- Provides insights and reports using Quality methodology to improve KPIs and operational metrics.
- Collaborates with Training department in terms of certifying new hires and assist them during ABAY period.
Quality Assurance Specialist
Transcom Comcast NED- Freedom Billing
01.2013 - 11.2014
- Provides feedback and monitors agent’s opportunities and strengths.
- Ops engagement via weekly touch base session for team performance update and recommendations.
- Validation of Sales and RGU call.
- Sends out weekly report containing observations and recommendation for campaign improvements.
- Attends weekly client calibration to discuss updates and campaign alignments.
Sr. Specialist- Quality Assurance Analyst
Sutherland Global Services
05.2009 - 10.2012
- Evaluated calls and provided feedback to enhance call quality.
- Attends client calibration in alignment with the program updates.
- Sends out VOC and deep dive analysis report.
- Measures compliance against established expectations of agent behavior.
- Coached and counseled agents to improve performance and elevate customer service.
Technical Support Associate
Sutherland Global Services
08.2008 - 05.2009
- Responsible for answering the queries of the customers in case of customer support.
- Understand the impact of attitude in handling calls professionally.
- Offers internal promotions and upsell.
- Use questioning and listening skills that support effective telephone communication.
Education
Bachelor of Science - Nursing
ST. JUDE COLLEGE
Manila01-2009
FG CALDERON INTEGRATED SCHOOL
Tondo, Manila01-2005
Skills
- Leadership and communication skills
- Policy development and analysis
- Process improvement strategies
- Stakeholder engagement
- Conflict resolution techniques
- Performance management
- Change management
Accomplishments
- Project Management – Customer Profiling / MCP
- Six Sigma Yellow Belt Certified
- Lead Committee for Engagement Activity
- Transition Bay Pioneer Team Lead with 95% passing rate (20 Agents/batch)
- Consistent top Team Lead for Operations starting Q1 to Q3 2016
- LEAD and ACHIEVE Passer
- 5 positive attritions last 2016 consisting of 1 QA, 1 WFM, 2 SMEs and 1 Team lead
Personal Information
- Age: 30
- Date of Birth: 05/15/88
- Gender: Male
- Nationality: Filipino
- Marital Status: Single
- Religion: Roman Catholic
Affiliations
- Career Connect Mentor - 2026
Timeline
Employee Service Manager I (Ask JPMC APAC)
JP Morgan Chase
05.2020 - Current
Team Leader (Operations)
ARL – Alorica Teleservices Inc
11.2019 - 02.2020
Operations Manager – Apprentice
Paypal UK – Alorica Teleservices Inc.
02.2018 - 11.2018
Team Leader (Operations)
Paypal UK – Alorica Teleservices Inc.
05.2017 - 01.2018
Team Leader (Operations)
Talk Talk – Tech
12.2016 - 02.2017
Team Leader (Operations)
Paypal - Account/Transact Segment
09.2015 - 11.2016
Quality Assurance Specialist
Transcom Comcast NED- Central Division
11.2014 - 08.2015
Quality Assurance Specialist
Transcom Comcast NED- Freedom Billing
01.2013 - 11.2014
Sr. Specialist- Quality Assurance Analyst
Sutherland Global Services
05.2009 - 10.2012
Technical Support Associate
Sutherland Global Services
08.2008 - 05.2009
Bachelor of Science - Nursing
ST. JUDE COLLEGE
FG CALDERON INTEGRATED SCHOOL