Dominic L.
Mid-Level BPO Dispatcher
Open to offersNew to PlatformAbout
Dominic B. is a detail-oriented Dispatcher and support professional with over a decade of BPO experience spanning roadside assistance, medical billing, case management, and customer service. In his most recent remote role at Peak Support, he utilized dispatch software and GPS tools to efficiently coordinate roadside assistance technicians, ensuring timely job assignments and transparent communication with both customers and field staff. Dominic has previously managed quality assurance and accounts receivable tasks as a Medical Billing Specialist with ASC Strategic, focusing on billing accuracy, collections, and documentation. His tenure at Startek Iloilo involved supervisory responsibilities, performance monitoring, and KPI analysis, in addition to hands-on experience with technical support for cable, internet, and telephone clients at Teleperformance and TeleTech. Skilled in real-time problem solving and remote collaboration, Dominic consistently ensures efficient operations and clear communication across diverse customer and technical support environments.
Experience
Roadside Assistance and Case Management
Peak Support – Project Roadside Accident Management · 2023 — 2025Dispatched roadside assistance calls to technicians using dispatch software and GPS tools, assigned jobs based on location and availability, and maintained communication with technicians and customers. Provided status updates to customers, documented all service calls, monitored job progress, and collaborated with the team to address challenges and improve efficiency.Medical Billing Specialist (AR and Collections)
ASC Strategic – BL Pain Management · 2022 — 2023Handled follow-ups on submitted invoices for prompt payment, addressed payment and denial evaluations, initiated write-offs and A/R adjustments, and investigated overpayments or duplicate payments. Maintained thorough documentation of phone calls and appealed or resolved denials as required.Proctor and Quality Reviewer
Fairtrade Outsourcing – ProctorU · 2020 — 2022Monitored students during examinations, documented and reported academic dishonesty, and maintained exam timing and confidentiality. Provided assistance for procedural questions and managed accommodations for students with disabilities, while ensuring organized compilation of examination papers and compliance with testing policies.Supervisor
Startek Iloilo – Charter Communications · 2017 — 2021Directed a team of customer service representatives, conducted regular coaching sessions, and communicated updates. Oversaw call quality, provided performance feedback, analyzed KPIs such as call volume and abandon rate, and collaborated across teams to resolve customer concerns and support call center policies and standards.Subject Matter Expert
Startek Iloilo – Time Warner Cable · 2016 — 2017Supervised and motivated staff for performance, ensured efficient handling of inbound call volumes, and equipped staff with necessary training and information. Maintained up-to-date knowledge on supported programs, addressed staff product questions, and responded to escalated customer inquiries and complaints by telephone.Technical Support Representative
Teleperformance Bacolod – Time Warner Cable (CABLE, INTERNET, TELEPHONE) · 2012 — 2016Responded to customer inquiries and provided technical support via phone, email, and chat. Troubleshot and documented technical issues with software and hardware, guided clients through solutions, and recorded detailed customer interactions. Followed up on technical issues and collaborated with product development to relay feedback and recurring concerns.Customer Service Representative
TeleTech Bacolod – Charter Communications (CABLE TV, INTERNET, TELEPHONE) · 2011 — 2012Handled customer calls to provide accurate responses and address concerns, de-escalated dissatisfied clients, and informed customers about company offerings. Guided callers through troubleshooting and account navigation, reviewed account updates including billing and shipping, and worked collaboratively with the call center team to enhance service.
Skills & Expertise
Education
- 2-Year Computer Programming (NC II)IBC College of Technology · 2008 — 2010
- Computer Hardware Services (NC II)Grande Computer Training Center · 2010 — 2010
- Degree not specifiedVictorias National High School · 2004 — 2008
- Degree not specifiedDoña Andrea Palanca Elementary School · 1998 — 2004
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