Dracko S.
Mid-Level Customer Operations Specialist
Actively lookingNew to PlatformAbout
Dracko S. is a seasoned Customer Operations & Virtual Assistant specializing in both B2B and B2C client support, with extensive experience in managing omnichannel client interactions across regions including Australia, New Zealand, USA, EU, and APAC. With a background as an Operations Manager at Concentrix SDN BHD, he adeptly coordinated a 10-person team, overseeing scheduling, onboarding, and performance coaching to meet operational targets. His role as a Customer Service Representative involved technical troubleshooting for coffee machines and product upselling, enhancing customer satisfaction and retention. Holding a Bachelor's in Travel and Tourism Management from Lyceum of the Philippines University, Dracko is proficient in tools such as Salesforce CRM, Google Workspace, and Microsoft 365, and excels in CRM data hygiene, complaint resolution, and maintaining meticulous service records. His efforts contributed to the highest CSAT scores and quality benchmarks, showcasing his formidable capability in customer relationship management.
Why hire me
I bring over four years of progressively responsible customer operations experience at Concentrix — from frontline CSR handling multi-channel SLAs, to Operations Manager leading a 10-person team, to B2B/B2C Client Specialist managing high-volume correspondence, CRM data hygiene, and retention across UK, US, and APAC clients. I was recognized with Highest Quality and Highest CSAT/KPI awards in back-to-back quarters. Beyond operations, I have hands-on video editing experience, producing short-form content for TikTok and Instagram, including product marketing, podcast, and talking-head edits, delivered efficiently within tight turnaround times. This combination gives me strong organizational discipline, clear communication, and the ability to manage detail-heavy workflows — while also bringing creative, content-focused skills that add extra value beyond a typical support or admin hire.
Experience
Customer Operations & Virtual Assistant (B2B & B2C Client Specialist)
Concentrix SDN BHD · 2023 — 2026Managed high-volume, omnichannel client correspondence for AU/NZ through phone, email, and chat, focusing on retention and relationship management. Provided technical troubleshooting support for coffee machines, assisting clients with product selection and successfully upselling coffee capsules and machines. Ensured data hygiene and tracking in CRM, maintaining accurate records and timely follow-ups while handling complaints and service issues with strong problem-solving skills.Operations Manager
Concentrix CVG · 2022 — 2023Coordinated operations for a 10-person team, managing scheduling and attendance tracking to ensure effective coverage. Handled end-to-end onboarding and hiring support, by screening and interviewing candidates to maintain team capacity. Conducted regular coaching and performance check-ins, tracking individual progress against KPI targets and compiling team performance metrics for senior stakeholders.Customer Service Representative
Concentrix CVG · 2022 — 2022Handled multi-channel client inquiries from the USA, EU, and APAC while adhering to strict service level agreements (SLAs). Focused on time management, task prioritization, and data accuracy in a fast-paced, high-volume environment. Maintained detailed digital records of service requests to ensure continuity of care for clients.
Skills & Expertise
Education
- Bachelor of Science in Travel and Tourism ManagementLyceum of the Philippines University · 2018 — 2023
Photos
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