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John R. — Inbound Sales & Retention Analyst from Philippines

John R.

Inbound Sales & Retention Analyst

Philippines No experience yet
Open to offersNew to Platform
Languages
EnglishTagalog
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About

John R. is a seasoned customer service and operations professional with over 9 years of dedicated experience in the BPO industry. His career highlights include notable leadership roles as a Team Manager and Subject Matter Expert for Accenture, where he excelled in managing customer support representatives, handling business accounts, and overseeing customer care, billing, collections, and sales. With a strong background in team leadership, customer retention, and technical support, John has successfully supported high-volume accounts in telecommunications and retail domains. His tenure at companies like Virgin Media and Sykes involved delivering exceptional customer service and technical assistance, enhancing customer satisfaction, and resolving escalations efficiently. Additionally, his role as an Onboarding Specialist at United Parcel Service (UPS) involved facilitating seamless onboarding processes. John holds a Bachelor of Science in Information Technology from Quezon City Polytechnic University, underscoring his technical acumen in the industry.

Experience

  • Team Manager / SME / Technical & Recruitment Support

    Accenture · 2022 — 2025
    Supervised customer support representatives focusing on business accounts. Managed areas of customer care, billing, collections, renewals, and retention. Observed team performance metrics including attendance and KPI achievement. Conducted coaching sessions aimed at enhancing customer handling skills. Assisted in escalation management to ensure customer satisfaction.

  • Retail Support Representative

    Cognizant · 2021 — 2022
    Provided retail support and customer care assistance. Managed billing inquiries and addressed account concerns. Assisted customers with order-related issues and service requests.

  • Customer Support Representative

    TaskUs · 2021 — 2021
    Supported both customers and delivery partners (Dashers) with account and order issues. Resolved delivery challenges, escalations, and payment inquiries. Ensured high-quality customer interactions in a fast-paced setting.

  • Technical / Customer Support Representative

    Sykes · 2020 — 2019
    Provided technical support and customer care for Google Fi. Addressed billing concerns and account inquiries. Assisted customers with resolving mobile and connectivity issues.

  • Technical / Customer Support Representative

    VXI Global Holdings · 2017 — 2019
    Delivered technical support for AT&T U-Verse internet and television services. Assisted customers with billing, collections, and overall account management. Managed customer care concerns and provided service troubleshooting.

  • Sales Representative / Team Captain

    Call2Connect Solutions Inc. · 2014 — 2017
    Advanced to Team Captain role within four months due to performance. Oversaw multiple inbound and outbound sales campaigns. Guided team members and monitored daily operations. Contributed to sales targets and customer engagement efforts.

  • Technical / Customer Support Representative

    Concentrix · 2019 — 2012
    Offered technical assistance and customer support for Google One. Helped customers with billing and subscription issues. Resolved technical problems while ensuring customer satisfaction.

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