Customer Support & Call Center Leader, Remote Operations

Contact

****.******.****@*****.***

www.linkedin.com/in/anie-ann-

narvasa-baglioni-09b84382

(LinkedIn)

Top Skills

Technical Support & Troubleshooting

Phone, Chat, Email & Social Media

Support

First-Call Resolution & De-escalation

Certifications

Introduction to Google SEO

Google SEO Fundamentals

Foundations of Project Management

Be There Certificate

Anie Ann Narvasa Baglioni

Call Center Management Remote Operations Customer Support & Technical Services Professional

United States

Summary

Customer-focused support professional with 11+ years of experience in call center operations, technical support, and customer service leadership. Extensive background managing high-volume, remote and onsite support teams across US, ANZ, APAC, and EMEA regions. Proven ability to coach teams, resolve escalations, and deliver empathy-driven customer experiences.

Experience

Private Family

Family Assistant Private Family

December 2022 - Present (3 years 3 months)

New York, United States

• Provide high-level administrative and operational support, managing schedules, logistics, and issue resolution.

• Demonstrate reliability, confidentiality, and adaptability in a service-driven environment.

Next In Natural

Customer Care & Retail Success Manager Next In Natural May 2019 - December 2022 (3 years 8 months)

New York, United States

• Led customer service operations, resolving inquiries, escalations, and service concerns.

• Managed daily operations while maintaining a consistent, customer-first experience.

Concentrix

11 years 11 months

Operations Manager – Social Media & Technical Support June 2016 - June 2017 (1 year 1 month)

17F Tera Tower, Bridgetowne IT Park, C5 Road, Ugong Norte, Quezon City Page 1 of 2

• Managed a 60-member technical and customer support team across phone, chat, email, and social platforms.

• Coached agents on troubleshooting, communication, and performance metrics; met SLAs and quality targets.

Operations Manager ANZ, APAC & EMEA Support

2014 - June 2016 (2 years)

Concentrix, Cagayan de Oro City

• Led international support teams; recognized with the “Cx Unsung Hero” award for leadership and service excellence.

Operations Supervisor – Sales & Technical Support

2007 - 2014 (7 years)

Link2Support/Concentrix, Cagayan de Oro City

• Supervised frontline agents; handled escalations, QA, and coaching. Product Support Representative – Linksys

August 2005 - 2007 (2 years)

Link2Support/Concentrix, Cagayan de Oro City

• Provided technical support via phone, chat, and email for consumer networking products.

Education

Liceo de Cagayan University

Associate in Health and Science Education, Pre-Nursing Studies · (2002 - 2004)

University of California, Davis

Advanced Content and Social Tactics to Optimize SEO · (June 2023 - July 2023)

University of California, Davis

Google SEO Fundamentals · (June 2023 - June 2023)

University of California, Davis

Introduction to Google SEO · (March 2023 - April 2023) Lourdes College High School

· (1987 - 1990)

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