Team Leader with 13 years of customer service experience in BPO and remote settings. Strong in leadership, coaching, and team performance management. Proficient in administrative support, advanced Excel, order processing, logistics, inbox/email/calendar/review management and social media coordination. Focused on process improvement and optimization. Achieved a 100% resolution rate in service requests through effective team performance management and coaching.

EXPERIENCE

VXI Global Solutions

Team Leader
June 2021 to April 2024

• TopTeam Leader for years
• Processed and monitored team performance metrics to meet strict call center operations KPI targets, achieving a 95% success rate in service delivery and customer satisfaction.
• Retained top-tier performance status as Team Leader for multiple consecutive years, consistently exceeding targets in a high-growth fast-paced environment.
• Made critical decisions regarding team scaling and recruitment, managing end-to-end pipelines to support rapid customer acquisition and volume growth.

VXI Global Solutions

Subject Matter Expert
April 2024 to August 2024

• Processed and addressed 500+ technical knowledge gaps monthly within call center operations, ensuring 100% of 30+ agents maintained full compliance with complex policy and technical requirements, improving overall accuracy and service quality.

Vestion

Social Media Coordinator
August 2024 to August 2026

• Managed brand's presence across 8+ platforms, including LinkedIn, Reddit, Discord, Product Hunt, Telegram, Instagram, Twitter, and Facebook, creating 15–20 posts weekly and engaging with an audience of over 50,000 followers to drive brand awareness and community interaction.
• Grew social media followers and engagement by up to 90% within one month through strategic content planning and audience engagement.
• Project-based

VXI Global Solutions

Escalations Desk Specialist
January 2021 to June 2021

• Handled over 100+ customer escalations weekly by taking over calls/tickets from agents when customers requested a supervisor, collaborating with leadership to address development needs and ensure consistent, professional service delivery.
• Successfully retained 90%+ of high-risk customers by resolving complex escalations, leveraging strong policy knowledge to manage service disputes and account issues effectively.

Glo Tanning

Guest Service Specialist VA
September 2021 to December 2021

• Responded to and processed 50-60+ inbound and outbound calls, 60+ tickets (emails/chats) daily, maintaining a 100% resolution rate for customer service requests.
• Executed customer retention strategies by managing public-facing reviews on Google, Yelp, and Referrizer, turning negative feedback into service recovery opportunities.

Davao King Chow Foods Corp./Mercantile Corp. of Davao SM Group of Companies

Sales Representative & Baby Specialist
January 2013 to January 2019

• Made strategic product recommendations and managed relationships for 50+ clients weekly, consistently driving sales and achieving 110% of monthly quota, while improving customer retention by 85% in a high-volume retail environment.

VXI Global Solutions

Customer Service Representative
May 2019 to August 2021

• Responded to 60+ inbound/outbound calls and 60+ tickets (emails, chats) daily, managing billing and account modifications and policy service changes.
• Achieved a 90%+ customer retention and satisfaction rate by effectively troubleshooting technical issues, assisted with billing, sales, ,marketing and proactively managing 1000+ service requests monthly.

SKILLS

• Strong leadership skills
• Sales support
• Customer service expert
• Team performance monitoring
• Customer retention strategies
• Call center operations
• Project management
• Escalation management
• Order processing competence
• Customer data management
• KPI management
• Administrative Support
• Email, Inbox, Calendar & Review Management
• Client relationship management
• Account management
• Social media marketing
• Audience interaction
• Critical decision making
• Recruitment strategy
• Verbal and written communication
• Problem solving

EDUCATION

Mats College of Technology

Biological Sciences
2014

Bachelor of Secondary Education

2012

Sta. Cruz National High School

Diploma of Higher Education

• Salutatorian among the 113 graduates, Academic Awardee

CERTIFICATIONS

• Top Team Leader 2022-2024
• Top Agent 2020-2021
• Customer Service Awardee 2017
• TC Awardee 2013