POS, Payments & IT Services

Edmund
Bacayo.

I lead global support operations for payments and POS platforms, building teams and KPI frameworks that turn service desks into measurable business results.

View Experience Get in Touch
20+
Years in Support Ops
87%
Faster Response Times
10→1%
Escalation Rate Cut
Edmund Bacayo
Servicing Team Lead @ mx51
About

Operations leadership,
backed by numbers.

I'm a support operations leader with over 20 years in payments, POS systems, and global technical support. I build high-performing teams and improve service operations through data-driven decision making and strong operational frameworks.

I've led support teams behind complex payment integrations and merchant servicing platforms. KPI-driven performance management and process improvements under my watch cut response times by 87% and dropped escalation rates from 10% to just over 1%.

Outside work, I build software tools and explore ways technology can simplify everyday workflows.

in ✉ ◎ ▶
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Global scope

Led distributed teams across on-shore and off-shore operations for enterprise clients.

◆

KPI frameworks

Designed performance management systems that make service quality measurable.

◆

Full stack of the service desk

Agent, trainer, engineer, manager, team lead — I've held every seat in the room.

Expertise

Three disciplines, one operation.

Grouped by how the work actually happens — leading people, running platforms, and staying hands-on with the tech.

◈Leadership & People

Building and coaching teams that hold the line on service quality.

Team Leadership Performance Management Training & Development Stakeholder Management

◈Service Operations

Frameworks and processes that scale support without scaling headcount.

IT Service Management Escalation Management Process Improvement CX Optimization KPI Design

◈Platforms & Technical

The tools I run operations on, and the ones I build with.

POS Implementation Zendesk Jira Salesforce Genesys SQL SAP BI VBA
Experience

A career of level-ups.

Every role visible at a glance — the progression is the story.

Sep 2024 – Present

Servicing Team Lead

mx51 · Australia

Lead the merchant servicing team for a payments platform — issue resolution, process improvement, and KPI-based performance frameworks driving continuous improvement.

May 2023 – Aug 2024

CEGID Consultant

VISEO BPO Philippines

Led global implementation, enhancement, and support of CEGID POS solutions — rollouts, localization, and the liaison seat between business stakeholders and technical teams.

Apr 2022 – May 2023

Software Support Manager

NCR Cebu Development Corp

Managed globally distributed operational resources, on-shore and off-shore, coordinating across departments to meet and exceed customer commitments.

Nearly 10-year climb at NCR (2013–2023): Specialist II → Engineer I (Team Leader) → Engineer II (Supervisor) → Engineer III (Intl Pod Leader) → Manager. Started handling Aloha POS escalations and finished running globally distributed teams.
Sep 2003 – Jun 2013

Technical Trainer

Sykes Asia, Inc.

Capped a nearly 10-year run at Sykes by designing and delivering product training programs that reduced time-to-effectiveness for new agents.

Nearly 10-year arc at Sykes (2003–2013): Technical Support Engineer (Sep 2003 – Jan 2004) → Technical Support Representative (Feb 2004 – Aug 2008, Outstanding Performance award) → Sr. TSR / PALM Project Account (Aug 2008 – Jul 2012) → Technical Trainer (Aug 2012 – Jun 2013).
Things I Build

Software tools, shipped on the side.

Live products I designed, built, and deployed — proof the technical fluency isn't just on the resume.

FuelScope ↗

Fuel tracking and analytics for cost-per-kilometer clarity.

React · Node.js

MP2 Calculator ↗

Pag-IBIG MP2 savings calculator for projecting dividends and payouts.

JavaScript

PickleScorer ↗

Mobile-first pickleball scoreboard — tap to score, game history saved in the browser.

Vanilla JS · localStorage

ContriCalc ↗

SSS, PhilHealth, and Pag-IBIG contribution calculator.

JavaScript
Education

Credentials.

🎓

BS Information Technology

Cebu Institute of Technology – University

🎓

Computer Science

University of San Carlos

✦

Training Program Development

Sykes Asia, Inc.

Contact

Let's connect.

Open to new opportunities, consulting engagements, or ways I can help your team grow.

◉Cebu City, Philippines
inlinkedin.com/in/edmundbacayo