Melvin J.
Mid-Level Customer Service Team Leader
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About
Melvin V. is an experienced Customer Service Professional with a background in telecommunications, business process outsourcing, and lead generation industries. As a Team Leader at NEUSOFT and Verizon Wireless, he supervised teams of up to 15 representatives, consistently achieving performance goals and coaching staff to improve customer satisfaction by 20%. At Verizon Wireless, he implemented operational enhancements that reduced wait times by 15% and improved team troubleshooting effectiveness via specialized training resources. Previously, Melvin demonstrated expertise as a Lead Generation Specialist for AVANTCONTACT and as an Appointment Setter for Telecentrix, exceeding lead targets by 20% through efficient problem solving and effective communication. His role as Customer Service Specialist saw him maintaining a 93% satisfaction score, resolving technical and billing issues with a first-call resolution rate of 15%. Melvin’s track record highlights his proficiency in training and development, customer satisfaction, and process optimization within fast-paced and challenging environments.
Experience
TEAM LEADER
NEUSOFT · 2025 — 2026Mentored and trained team members while fostering an effective team culture to enhance collaboration. Established communication channels and provided constructive feedback, evaluating team performance to support professional development.CUSTOMER SERVICE SPECIALIST
VERIZON WIRELESS · 2022 — 2022Maintained a customer satisfaction score higher than company standards while solving an average of 30 customer inquiries daily. Proactively identified and addressed billing issues to enhance customer satisfaction.APPOINTMENT SETTER SPECIALIST
TELECENTRIX · 2020 — 2022Conducted outbound and inbound calls to qualify prospects and schedule appointments for sales teams. Maintained accurate CRM records, demonstrating strong communication skills to convert both cold and warm leads into qualified appointments.LEAD GENERATION SPECIALIST
AVANTCONTACT · 2019 — 2020Achieved an average of 600 qualified leads weekly, leveraging company websites, email marketing, and LinkedIn for prospect identification. Launched a new lead nurturing campaign, which led to an increase in conversion rates.
Skills & Expertise
Education
- BSMechanical EngineeringCebu Institute of Technology University · 2018 — 2020
- Senior High SchoolCebu Institute of Technology University · 2016 — 2018
- ElementaryLawaan 1 Elementary School · 2012 — 2016
- Junior High SchoolDivino Amore Academy · 2012 — 2016
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