Levie I.

I am a seasoned professional with 14 years of extensive experience in the BPO and virtual assistance industries, specializing in high-volume appointment setting, outbound/inbound sales, and customer service. For the past 5 years, I have successfully managed end-to-end appointment setting for a New York-based car dealership, expertly navigating CRM tools for scheduling, SMS, and email workflows, alongside RingCentral for inbound call management. Additionally, I bring 9 years of robust BPO experience handling major international accounts including AT&T, T-Mobile, and Optus (Australia). I am highly skilled at driving conversions, maintaining exceptional client satisfaction, and navigating complex CRM ecosystems to help businesses scale.

• Virtual Assistant / Appointment Setter

  Certified Performance Motors / Certified Auto Group · 2021 — 2026
  Performed proactive outbound calls to inform clients about vehicle availability, providing detailed consultations on specifications and pricing. Handled incoming inquiries by supplying accurate information on inventory and features to assist customers in making informed decisions. Increased dealership foot traffic through appointment bookings and by promoting exclusive discounts.

• Outbound Healthcare Specialist

  Transparent BPO · 2020 — 2021
  Executed targeted outbound calls to pre-qualify leads by collecting essential information regarding current prescriptions and insurance details. Evaluated prospect eligibility by analyzing their medical and insurance data to match leads with relevant healthcare solutions. Enhanced sales pipeline efficiency by transferring validated warm leads to the healthcare sales team.

• Google Support Specialist

  Concentrix Philippines · 2019 — 2020
  Addressed technical support queries for Google Play Store users, troubleshooting application download errors and managing billing disputes. Implemented detailed troubleshooting steps to resolve application issues, ensuring user experience was optimized across various devices. Achieved or surpassed CSAT and KPI performance metrics by building strong customer relationships and efficiently addressing concerns.

• Inbound / Outbound Sales Agent – Optus Telco

  24/7ai Philippines · 2017 — 2019
  Launched strategic outbound sales initiatives for internet and phone plans, qualifying prospects through credit checks to determine service eligibility. Bundled additional telecom services post-approval, focusing on enhancing Average Revenue Per User (ARPU) and customer lifetime value. Addressed complex billing issues and service errors to improve customer satisfaction and maintain account retention.

• CSR / Billing Representative – T-Mobile

  Customer Contact Channels · 2017 — 2017
  Resolved billing issues, overcharges, and unpaid balances, ensuring accounts were accurate and customer retention was maintained. Recognized upselling opportunities during support interactions by offering service bundles and promotional discounts. Provided structured assistance in technical and administrative areas, effectively managing high call volumes to increase client satisfaction.

• CSR / Inbound Sales Agent

  Salmat Services Inc. · 2016 — 2017
  Handled high-volume inbound transactions for recharging customer electronic tags, ensuring seamless toll access. Addressed detailed billing inquiries and payment disputes to enhance overall service satisfaction for both domestic and international clients. Communicated account terms, service regulations, and payment options clearly to facilitate transaction efficiency.

• Inbound / Outbound Sales Agent – AT&T

  Omniglobe International Philippines · 2014 — 2016
  Promoted various AT&T service suites, including fiber internet and mobile plans, while adapting to DirecTV solutions in areas with limited coverage. Upsold and bundled services during inbound discussions, focusing on improving subscriber accounts and increasing ARPU. Resolved intricate billing concerns while providing basic technical troubleshooting, ultimately boosting First-Call Resolution (FCR) rates.

• Outbound Sales Agent

  TranzGlobal Call Center · 2013 — 2014
  Initiated targeted sales calls focused on IDD long-distance phone plans and promotional tablet hardware to high-potential leads. Turned cold prospects and existing customers into active subscribers by matching their communication needs with suitable plans and devices. Consistently met or surpassed monthly quotas for both hardware distribution and service contract sign-ups.

• Customer Service Assistant

  Tysons Global Exchange Inc. · 2012 — 2012
  Managed inbound technical and service-related inquiries regarding Speed Queen appliances, proactively troubleshooting equipment issues. Collected and documented sales leads through accurate data entry, passing qualified prospects to the sales team to enhance conversion rates. Maintained accurate account records and tracked interaction histories for effective daily operational management.

• US Telesales Agent

  OWTEL Philippines · 2011 — 2012
  Executed targeted outbound sales campaigns aimed at Filipino expatriates in the US, promoting IDD long-distance phone plans for family connectivity across borders. Effectively managed consumer objections and converted cold leads into active telecom subscribers, contributing to the expansion of market share. Maintained a high-volume call pipeline while consistently meeting or surpassing daily and monthly sales goals.