Details

Bio

Headline	I help teams make messy workflows clearer, faster, and easier to manage. With deep experience across BPO, customer support, reporting, workforce management, and executive operations, I understand how work actually moves — and how to improve it through better processes, clearer systems, and practical use of technology.
Professional Background	Baton Leads, Inc. Special Projects Support & Executive Assistant \| Nov 2023 – Present Provided cross-functional support to the CEO and Director of Client Success across special projects, reporting, audits, research, process ownership, and workflow improvement. Supports low-code automations and integrations using Zapier, HubSpot, Slack, and Make across Client Success, Billing, Finance, and Marketing. Operations Support Specialist \| July 2023 – Nov 2023 Supported the Director of Operations with recruitment coordination, administrative tasks, meeting management, process mapping, reporting, staff coaching, and day-to-day call center operations while continuing Referral Specialist responsibilities. Call Center Referral Specialist \| April 2023 – July 2023 Handled inbound customer calls, texts, and tickets, helping customers find suitable partner providers for needed services. Updated company records and re-routed customer requests to the correct service providers when needed. Intrado Technology Services, Inc. (formerly West Technology & Communications Services, Inc.) Operations Manager (N. America & EMEA Call Execution, Regional WFM) \| June 2019 – July 2022 Led and managed the North America & EMEA Call Execution teams and supervised the regional Workforce Management group for Intrado’s UCaaS (Unified Communications as a Service) business unit. Operations Manager (APAC & EMEA Call Execution, Account Support) \| June 2019 – July 2022 Led and managed the APAC & EMEA Operator Assisted teleconferencing teams and supervised APAC Account Support providing day to day leadership for both production teams, driving quality, efficiency and maintaining operational performance. Operations Team Supervisor (APAC Call Execution & Customer Service) \| May 2014 – May 2016 Managed a core group of Team Leaders supervising multiple APAC Customer Service and Operator Assisted teleconferencing moderators providing operational guidance and day to day mentoring. Production Team Lead (APAC Call Execution & Customer Service) \| May 2013 – May 2014 Supervised a pioneer team of hybrid APAC Customer Service and Operator Assisted teleconferencing moderators providing mentorship, guidance and performance management across two distinct skill sets. Conference Administrator (APAC Call Execution & Customer Service) \| Jan 2013 – May 2013 Was among the pioneer Manila group of cross-skilled (hybrid) Customer Service and Call Execution conference administrators trained and deployed for both client account support, and live teleconference execution and moderation.
Education and Certifications	Bachelor of Science in Business Administration – Major in Operations Management Lyceum of the Philippines University – Intramuros, Manila Lean Six Sigma Green Belt GoLeanSixSigma (GLSS) – December 2017 Certificate# 24419099 Master in Business Administration (MBA) Philippine Christian University – Dasmariñas, Cavite *Graduating September 2026
Location	Cavite, Philippines
Availability	Full-time
Starting rate per hour (in US$)	10
Workspace, equipment, and connectivity	My workstation is a Lenovo Legion 5 Pro laptop equipped with an AMD Ryzen 7 5800H processor, 16 GB RAM, 1 TB SSD storage, Windows 11 OS, and an NVIDIA RTX 3060 GPU. My setup includes two VESA-mounted Samsung 24-inch monitors, a Dell Pro UC150 stereo headset, and a Logitech C310 HD webcam. For internet connectivity, I have a PLDT Home Fiber subscription and use a TP-Link Archer AX53 as my primary router, with a Huawei B316 prepaid SIM router as backup. I also maintain consistent internet speeds of 350 Mbps and above.

First Name	Jay M.
Last Name	Soliven
Nickname	jaym-soliven

Jay M. Soliven