Experienced Customer Service Rep/Team Leader
Metro Manila
Results-driven customer service professional with 16 years of experience, including 8 years in team leadership. Experienced in chat and phone support, billing and fraud prevention, and coaching agents to improve performance.
Lifestyles Solutions, freelance
Mar 2020 to Aug 2025
Manage and provide support to agents, development coaching and customer escalations. Handling Customer Support Calls (Inbound and Outbound) and resolving escalated customer concerns. Inbound upselling and customer retention through Save-a-Sale (SaS) which is done by convincing the customer to keep the product in exchange for a partial refund ▪ Performing welcome calls on new orders for fraud prevention Coordinating with multiple teams to ensure they stay up to date with new processes Performance Highlight: Led fraud-prevention efforts by performing verification calls on new orders, screening orders and consistently catching high-risk transactions resulting in reduced chargebacks.
Teleperformance, full_time
Jun 2018 to Dec 2019
Responsible for keeping supervision and development of agents. Continually evaluates and offers recommendations in order to improve performance. Manages, develops and provides effective feedback to staff. Responsible in handling customer complaints and manager escalations. Provides skill builders and coaches for agent’s chat handling development and product knowledge.
Concentrix, full_time
Jul 2016 to Jul 2017
Responsible for keeping supervision and development of agents. Continually evaluates and offers recommendations in order to improve performance. Manages, develops and provides effective feedback to staff. Responsible in handling customer complaints and manager escalations. Provides skill builders and coaches for agent’s chat handling development and product knowledge. Company