Al H.
Mid-Level Customer Support Team Leader
Open to offersNew to PlatformAbout
Al H., based in Bacolod City, Philippines, is an adept leader in the contact center and customer support industry. With a breadth of experience spanning various companies, Al has demonstrated expertise in roles such as Team Leader at Concentrix and other prominent firms. In these roles, he has successfully managed teams handling services including order processing, billing, and customer service for brands like Comcast and Charter Spectrum. Al's leadership extended to pioneering new support channels, such as chat and multi-dwelling unit projects, emphasizing his capabilities in Project Management. At HealthyBOS, he launched and led various programs focused on patient support in the healthcare domain. Al's proficiency with sophisticated tools like GoHighLevel and Microsoft Office complements his strategic oversight in CRM and ERP platforms. Known for his commitment to developing talent, he has been instrumental in grooming future leaders through his involvement in promotion boards and training initiatives, consistently driving team excellence across multiple projects.
Experience
Appointment Setter
Novuskin LLC / PPS LLC · 2024 — 2026Identified potential customers using GHL (GoHighLevel) and contacted them via phone, email, or social media. Explained the company's products or services while gauging interest, encouraging customers to schedule appointments, and updating customer information in databases. Followed up with potential customers to confirm or reschedule appointments.Social Media Moderator
Novuskin LLC / PPS LLC · 2024 — 2026Monitored posts, comments, and messages. Responded to user inquiries and investigated issues while enforcing rules. Announced changes or activities and addressed inappropriate content to maintain a safe and respectful environment.Team Leader
HealthyBOS · 2021 — 2024Overseen a team managing reorders of supplies for diabetic patients, along with providing patient support and information regarding order status, billing, shipping, and insurance updates. Verified eligibility of faxed documents and managed document uploads into BrightTree, while conducting outbound calls to doctors for valid document requests.Team Leader
AdaptHealth · 2022 — 2022Managed a team focused on verifying the validity and eligibility of contracts, ensuring all valid contracts were uploaded into Agiloft. Oversaw document verification tasks for QMES and handled account creation for new patients in SNAP.Team Leader
Concentrix · 2020 — 2021Supervised voice retail agents handling order creation, shipment statuses, billing issues, and manual refunds. Communicated with customers through various channels including email, messaging, and phone.Team Leader
Transcom · 2019 — 2020Lead billing and technical support agents for multiple Comcast services, implementing S4X quality automation to enhance the Net Promoter Score (NPS).Technical Support Representative
Convergys / Concentrix · 2018 — 2019Provided technical support and handled billing inquiries for customers of Comcast's various services, including cable and high-speed internet.Team Leader
Convergys · 2011 — 2017Supervised chat support teams for Spectrum's order entry. Managed escalations and back office support teams, leading various special projects to enhance service capabilities.Team Leader
Convergys · 2011 — 2011Oversaw teams processing online customer orders through chat.Team Leader Trainee
Convergys · 2011 — 2011Participated in training for team leadership in chat order fulfillment operations.Subject Matter Expert (SME)
Convergys · 2010 — 2010Provided expertise and guidance in chat order fulfillment processes.Customer Account Executive
Convergys · 2008 — 2010Managed customer accounts and fulfillment inquiries in chat for Comcast services.Module Coordinator/Part-time instructor
Lifeline International Health Institute, Bacolod City · 2001 — 2009Coordinated and taught modules on First Aid and Emergency Care, Care for Persons with Special Needs, and Home and Elderly Care.Customer Care Representative
Teleperformance · 2007 — 2007Provided customer care support for Priceline Travel.Travel Specialist
PeopleSupport, Makati City · 2007 — 2007Assisted customers with travel arrangements for Expedia Travel.
Skills & Expertise
Education
- Bachelor of Science in Physical TherapyRiverside College · — — 1999
- High SchoolSt. Joseph’s High School · — — 1993
- ElementaryJack & Jill School · — — 1989
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