Francismio I.
Mid-Level BPO Customer Service Team Lead
Open to offersNew to PlatformAbout
Francismio M. is an accomplished customer service professional with over three years of experience in the BPO industry, notably at VXI Holdings Inc. He has held progressive roles including Customer Service Representative, Subject Matter Expert (SME), and Team Leader, where he managed high-volume customer interactions, addressed service escalations, and supported agents with real-time process guidance and product knowledge. His responsibilities included resolving billing inquiries, handling case escalations, and maintaining high satisfaction ratings. Francismio also led teams to achieve KPIs in CSAT, quality, and productivity. Additionally, he gained financial operations experience as an Audit Staff at an accounting firm, handling bank reconciliations, accounts receivable, and regulatory documentation, leveraging his academic background in accounting technology from Holy Angel University.
Experience
Customer Service Representative / SME / Team Leader
VXI Holdings Inc. · 2023 — PresentDelivered customer support via inbound and outbound communication channels, addressing customer concerns, billing inquiries, and service issues. Managed escalated cases to completion, and as Subject Matter Expert (SME), provided process support and product knowledge to agents in real time. Guided team members toward achieving KPIs including CSAT, Quality, and Productivity, while coordinating customer follow ups and maintaining efficient case handling. Oversaw multiple cases concurrently in a fast paced BPO environment, demonstrating strong multitasking skills.Admin Officer & Audit Staff
SMV & CPA Co.'s · 2021 — 2022Prepared bank reconciliation statements and maintained accurate financial records. Managed billing and client collections as part of accounts receivable processes. Supported audit supervisors with documentation review and financial verification, as well as preparing payroll and accounting reports for clients. Completed eBIR submissions and handled regulatory documentation according to requirements.
Skills & Expertise
Education
- Bachelor of Science in Accounting TechnologyHoly Angel University · 2015 — 2019
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