Hi, I'm Philip from the Philippines. I have over two years of experience in customer support leadership and performance management. I help businesses keep their day-to-day operations running smoothly by leading teams of customer service associates handling inbound/outbound enquiries, customer interactions, and client communications throughout the entire account management cycle. My role includes maintaining client accounts, ensuring a seamless customer experience, and delivering exceptional service. As a Team Lead, I provide calm and structured leadership, ensure tasks, KPIs, and processes are followed consistently, my tea-----------mbers receive proper functional training, ongoing support, and consistent feedback. I also maintain high communication standards and lead by example, modelling professionalism, accountability, and composure in every interaction.
What I can help businesses with:
Customer service (phone, email and chat)
High-volume call management
Efficient management of VAs or customer service associates
Quality assurance (QA) check on VA calls
Maintain customer records within CRM or internal system
Keep client satisfaction high and increase revenue
Track call volumes, conversion rates, response times
Generate and convert new leads
High-volume data entry
Coach and uplift customer care members
Identify trends and performance gaps
Handle common objectionsand escalations
Score calls against a defined QA framework
Order processing & Order Fulfillment
Order tracking & following up customers
Ensure project quality, accuracy, and on-time delivery
Log every call with clear notes, call outcomes, and follow-ups
Build solid rapport and relationships with clients
Handle general administrative support
Inbox & email management
Appointment setting / appointment scheduling
Manage staff training and ensure they are ready for operational support
Provide tea-----------ber coaching, feedback, and accountability
Identify training needs and recurring skill gaps
Report progress, issues, and wins to senior leadership
Oversee customer complaint handling and ensure professional resolution
Monitor team adherence to product knowledge, policies and workflows, scripts and FAQ's
Review and maintain existing Standard operating procedures (SOPs)
Recommend process improvements
Tools I'm proficient at:
Salesforce, Citrix, PCexcalibur, DASH, Tableau, Global Account Receivables, Connectivity Hub, Canva, Zoom, Skype, Google Meet, WhatsApp, Viber, Avaya, SharePoint, FileNet, Google Workspace (Gmail, Docs, Sheets, Forms, Drive), Microsoft Office (Word, Excel, PowerPoint, Outlook), ChatGPT, Grammarly
Work with me this year. You'll find me
Highly organized, reliable, and proactive - I don't just tick task boxes
Analytical, detail-oriented and extremely motivated team leader
Strong efficiency in spoken and written English
A self-starter who is able to work independently while managing multiple priorities
Strong computer and telephone skills; quick to learn new systems
Proficient in Microsoft Office, Google Workspace, CRM and other systems
A critical thinker who enjoys a good challenge and loves to see progress and clear results
With a friendly demeanour and natural ability to talk to customers in a solutions based manner
Fun and approachable person who loves to build relationships with people
Message me today.
I am available to work full-time, part-time or 10-15 hours weekly. I am also flexible to work US time zone, including Canada, AU, EU and UK time zones. Invite me for an interview and let's chat soon.
Customer Support Management, Account Retention, Team Leadership, Customer Support, Customer Service, Phone Support, Sales Support, Admin Data Processing, Communciation, Quality Assurance, Call Center Operations Management, Client Relationship Management, Project Management, English Speaking, Operation Management, Email Support, Sales, Account Management, Chat Support, Data Entry, Cold Calling, Order Management, Attention to Detail, Problem Solving, Administrative Support, CRM, Google Workspace, Back Office Support, Email Management, Quality Control, Coordination, Process Improvement, Documentation, Team Collaboration
