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Cesar P. — Senior Customer Service Representative from United States

Cesar P.

Senior Customer Service Representative

United States 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Cesar P. is an experienced Customer Service Representative and Virtual Assistant with over a decade in the BPO and remote work sectors. Specializing in cold calling, appointment setting, lead qualification, and client relationship management, he has made significant contributions to industries such as real estate, healthcare, credit repair, and financial services. Cesar has adeptly managed tasks, including building pipelines, booking qualified appointments, and supporting sales closers to transition prospects from interest to closing. He is proficient in using CRM and dialer systems like Mojo, Fusion, and Follow Up Boss to maintain organized pipelines and ensure smooth handoffs. His professional history includes roles such as Real Estate Virtual Assistant, Billing Manager for autism services, and Account Manager, reflecting his skills in managing client interactions, coordinating transactions, and resolving billing issues. Cesar's leadership experience is further demonstrated in his role as a Team Leader, wherein he coached agents to meet key performance indicators and maintained high service standards.

Experience

  • Real Estate Virtual Assistant / Cold Caller & Appointment Setter

    null · 2024 — 2026
    Executed cold calling to engage property owners and leads, successfully scheduling qualified appointments. Arranged meetings for real estate agents, including showings and follow-ups. Kept a well-organized CRM system with updated client information and tasks. Handled MLS and online listings, ensuring accuracy and timely updates. Facilitated marketing efforts by producing and scheduling newsletters, flyers, and social media content aimed at attracting leads. Managed transaction processes from initial contact to closing, while tracking deadlines and updating all stakeholders.

  • Billing Manager

    Healthcare for Autism Services · 2022 — 2024
    Oversaw intake, eligibility verification, authorization, and scheduling for autism and ABA services, while coordinating with families, providers, and insurance payers. Conducted outreach calls to confirm appointments, address billing concerns, and follow up on payments. Addressed denials, rejections, and appeals to ensure prompt resolutions and maintain accurate records. Assisted in revenue cycle management, patient follow-ups, and coordination among teams for optimized scheduling.

  • Account Manager

    Intelesquad Solutions Outsourcing · 2019 — 2021
    Acted as the primary contact for business clients, addressing inquiries and requests through various channels including phone, email, and chat. Engaged in outreach and follow-up calls to strengthen client relationships, renew contracts, and explore upselling options. Fostered long-term partnerships via regular communication and proactive engagement, ensuring strong collaboration with internal teams for seamless service delivery.

  • Team Leader

    Virtualist Business Solutions · 2017 — 2019
    Directed and mentored a team of over 100 agents to achieve performance targets related to service quality, response times, and sales outcomes. Analyzed team productivity and performance metrics while overseeing discipline during cold calling and appointment setting. Managed escalation issues through email and chat, employing structured resolution methods.

  • Subject Matter Expert

    Teleperformance U-verse · 2016 — 2017
    Provided coaching on procedures and product knowledge to improve agent performance and resolution rates. Addressed supervisor-level calls and escalations, ensuring adherence to professional communication standards.

  • ABAY Coach

    Startek AT&T Mobility · 2012 — 2016
    Trained and assessed agents on customer service and outbound communication protocols. Managed escalated customer issues and documented trends to inform coaching and service enhancements.

  • Team Leader

    Teletech (Bank of America Account) · 2011 — 2012
    Led a team focused on meeting quality, service, and productivity metrics, emphasizing cold calling and follow-up efficiency. Addressed escalation matters and ensured compliance with banking regulations. Facilitated training and onboarding for new agents regarding operational systems, procedures, and best practices in outbound communication.