Philip Jerrylume Castañeda

• Support fulfillment for Justlifes Exclusive home services across the UAE — scope covers 5, 000+
professionals, 600+ vans, and 1, 000+ vertical-specific hubs.
• Designed a supply utilization framework using hub-level capacity, professional availability, and
demand patterns; the framework still guides deployment decisions across core verticals.
• Built the dashboards and automations behind day-to-day operations — Reliability Scoring,
Materials Variance, Hub Utilization, Absenteeism Alerts — using Google Sheets, Apps Script,
Power BI, Zapier, and Slack workflows.
• Worked with leadership to restructure hub coverage using primary/secondary hub logic, and
designed pre-block escalation flows to reduce same-day cancellations.
• Coordinated new vertical launches including car servicing; work alongside a small team of internal
staff and outsourced coordinators on partner performance and field execution.

Held interim ownership of the business unit through a leadership transition — supply, partners,
customer experience — and turned recurring pain points into the BI/product frameworks later scaled
company-wide.

Ran day-to-day execution across partners, professionals, drivers, and field coordinators; built the
foundational SOPs — onboarding, attendance, escalation, instant bookings — still in use today.

(2017 - Present)
Justlife.com

Exclusive Operations Senior Manager (2022 - Present)
Elevated to oversee all exclusive operations, implementing strategic initiatives to enhance service delivery and operational efficiency across the board. Lead a diverse team, driving innovation and operational excellence to achieve outstanding customer satisfaction and operational targets.

Interim Business Head (2021 - 2022)
Served as the acting head of business operations, where I led cross-functional teams to drive business growth, operational efficiency, and scalability. Focused on strategic planning, financial oversight, and fostering partnerships to expand market reach.

Operations Team Lead (2020 - 2021)
Promoted to manage the operations team, focusing on optimizing processes, enhancing productivity, and improving service quality. Implemented effective strategies for team development and performance improvement, significantly increasing operational efficiency.

Customer Experience (CX) Team Lead (2017 - 2020)
Led the customer experience team, focusing on delivering exceptional service and support. Developed and executed strategies to enhance customer satisfaction, loyalty, and retention. Played a key role in the development and implementation of a customer feedback loop to drive continuous improvement.

(2015 - 2017)
Front of House Team Leader, Telstra - Wireline

Convergys AT&T / Telstra
• Spearheaded a front-of-house team specializing in technical support for customers with fixed phone services, demonstrating exceptional leadership in managing a team of 15.
• Orchestrated the resolution of customer challenges related to landline, internet, and Telstra equipment, ensuring high levels of customer satisfaction and loyalty.
• Managed inbound calls to effectively address and troubleshoot customer issues, providing timely and accurate support.
• Coordinated scheduling of technical visits for the repair of fixed-line services, optimizing service efficiency and customer experience.
• Oversaw case management processes to ensure a fast and permanent resolution of service issues, enhancing operational efficiency and support quality.

AT&T - Customer Loyalty / Retentions
An Escalated Queue mainly created with the sole purpose of saving customers from terminating their account.
• Played a pivotal role in the escalated queue team, dedicated to preventing customer account terminations by addressing and resolving high-priority concerns.
• Expertly handled phone calls transferred from front-of-house teams, assisting customers with various concerns to ensure satisfaction and loyalty.
• Provided personalized assistance to customers facing challenges with their accounts or plans, offering tailored solutions to meet their needs.
• Recommended and facilitated transitions to better mobile plans, enhancing customer satisfaction and retention through customized service offerings.
• Managed and expedited case resolutions, ensuring processes were correctly followed for swift and definitive problem-solving.
• Maintained a high standard of case management, guaranteeing fast and permanent fixes to customer issues, thereby improving overall service quality and customer retention rates.

(2013 - 2015)
Sales Executive Adviser

IBM Concentrix Sears
An Escalated Queue mainly created with the sole purpose of saving customers from terminating their account
• Effectively communicate with product knowledge to close a sale.
• Assist customers that has queries with their delivery as the status of their purchase.
• Built long-term customer relationships and advised customers on purchases and promotions.
• Answered product questions with up-to-date knowledge of sales and store promotions.

IBM Concentrix Sears
An Escalated Queue mainly created with the sole purpose of saving customers from terminating their account
• Efectively communicate with product knowledge to close a sale.
• Assist customers that has queries with their delivery as the status of their purchase.
• Built long-term customer relationships and advised customers on purchases and promotions.
• Answered product questions with up-to-date knowledge of sales and store promotions. (2012 - 2013)
Customer Service Representative
Sitel Philippines
Front of house team handling Customers from United Kingdom that has concerns with their credit cards.
• Process enrolment for a credit card account.
• Process an order for a customer.
• Create trouble ticket for customers and endorsed them to level 2.
• Built long-term customer relationships and advised customers on purchases and promotions for credit cards.