Joseph Gerard F.

I’ve helped MSPs cut ticket backlog by 40% without adding headcount. With over 14 years of experience in high-volume BPO leadership and customer operations, I specialize in bringing order to chaotic environments where misrouted issues or delayed updates can impact client trust. How I add value to your team: • Triage and Dispatch: Your technicians stop touching tickets they shouldn’t. I handle dispatch so they stay billable. • Workflow Optimization: I identify friction points in your response flow, reducing "dead air" and ensuring uninterrupted service delivery. • Stakeholder Coordination: I act as the central hub for communication between clients, technical staff, and vendors, keeping everyone aligned without constant oversight. • Technician Productivity: By managing the schedules and the queue, I allow your technical team to focus on solving problems rather than administrative hurdles. Core Competencies: • SLA Management & Ticket Lifecycle Oversight • Strategic Technician Scheduling & Dispatch • Technical Communication & Vendor Management • Process Improvement (Six Sigma Methodology) • High-Volume Queue Management (ITSM/MSP) If you are looking for a self-driven coordinator who can hit the ground running and improve your team’s operational flow, let’s discuss how I can support your business goals.