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carlo E. — Senior BPO Customer Service & Sale Specialist from Philippines

carlo E.

Senior BPO Customer Service & Sale Specialist

Philippines 6+ years
Actively lookingNew to Platform
Languages
English
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About

Customer Service Specialist with over 10 years of BPO experience delivering exceptional support across inbound/outbound calls, email, and chat. Skilled in handling high‑value accounts, resolving complex issues, and driving customer satisfaction through patience, empathy, and clear communication. Proven track record in upselling, streaming service upgrades, and financial program sales, consistently exceeding performance targets. Adept at multitasking, managing 2–3 simultaneous chats, and coordinating with teams to ensure seamless client experiences. Proficient in CRM tools (Salesforce, Semrush, HubSpot, Zendesk) and workflow optimization, with a strong focus on efficiency, compliance, and customer retention.


Experience

  • Customer Service | Technical Support | Chat Support | Retention Specialist

    Sitel / Foundever · 2018 — 2026
    Provided remote phone, email, and live chat support, ensuring seamless customer experiences across multiple channels. Handled complex escalations and customer complaints, consistently achieving 92–95% CSAT scores and exceeding KPI benchmarks. Supported team members as a Subject Matter Expert (SME), delivering training and guidance to improve overall team performance.Recommended and implemented workflow improvements, increasing efficiency and reducing average handling time. Excelled in a fully remote setup, working independently while ranking among the Top 5% overall agents for sales conversion and customer retention.

  • Technical Support & Sale Representative

    AOL Email · 2016 — 2017
    Assisted customers with email configuration and troubleshooting, ensuring seamless account setup and usage. Resolved account security and connectivity issues, maintaining compliance and protecting customer data. Consistently met and exceeded quality assurance and resolution benchmarks, contributing to 92–95% CSAT scores and high KPI performance.

  • Customer service & Sales

    Telstra · 2016 — 2017
    Managed inbound sales and service inquiries, consistently converting 65–70% of calls into successful sales. Exceeded monthly sales targets by upselling streaming services and financial programs, contributing to significant revenue growth. Improved customer retention by 15–20% through proactive upselling, personalized solutions, and trust‑building communication. Adapted communication style to align with Australian business standards, ensuring cultural sensitivity and customer satisfaction. Maintained high CSAT scores (92–95%) and KPI performance metrics, ranking among the Top 5% overall agents.

  • Customer Service

    AMAZON · 2014 — 2015
    Handled high‑volume email support for e‑commerce customers, managing 50–70 inquiries daily with accuracy and professionalism. Processed refunds, orders, and account inquiries, ensuring compliance and seamless resolution of customer concerns. Maintained strong Customer Satisfaction (CSAT) scores of 92–95%, consistently meeting and exceeding resolution benchmarks. Demonstrated efficiency in managing account‑related issues, contributing to improved customer retention and loyalty.