Neil B.
Actively lookingNew to PlatformLanguages
EnglishTagalog
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About
Neil Basa is a customer service and operations professional with more than 10 years of experience supporting B2C and B2B campaigns in the telecommunications, financial services, and e-commerce sectors across the United States and Australia. He has worked in roles such as Customer Success Specialist at Thumbtack, Subject Matter Expert in Human Resources at Infosys (Truist), and Operations Coordinator at Whizz Technologies and Jarvis Home Service. His background includes leading customer support and sales teams, managing administrative functions, and driving end-to-end process improvements, including SOP development and cross-functional workflow coordination. He is also experienced in payroll administration, platform support, HRIS management, and tools such as Salesforce, Zendesk, Workday, BambooHR, Jira Service Management, and various project management platforms.
Experience
Customer Success Specialist
Thumbtack · 2025 — 2025Helped customers define project requirements and service needs through attentive listening and thorough consultations. Matched clients with suitable professionals based on the project scope, skills, and expertise. Addressed and resolved customer issues while ensuring service completion from initial inquiry to project fulfillment. Delivered exceptional customer experiences via proactive follow-ups and effective issue resolution. Collaborated with internal teams to enhance customer satisfaction and service efficiency.Subject Matter Expert (Human Resources)
Infosys (Truist) · 2024 — 2025Offered expert knowledge on HR policies, payroll administration, and employee benefits. Ensured payroll was processed accurately and complied with company policies as well as regulatory requirements. Assisted employees with HR-related queries and facilitated issue resolutions regarding benefits. Provided training and support to team members aimed at enhancing HR operations and service accuracy. Worked with management to optimize HR workflows and boost employee satisfaction.Guide Success Specialist
Bruntwork (Guidesly) · 2024 — 2024Facilitated fishing guides in creating and improving profiles on the Guidesly platform. Helped design and manage customized websites to elevate guide branding. Provided support for trip bookings, platform inquiries, and service issues. Resolved technical problems by coordinating with internal teams to address platform challenges. Collected client feedback to aid in ongoing enhancements of user experience.CS Administrator | Ops Coordinator
Whizz Technologies Pty Ltd | Jarvis Home Service Pty Ltd · 2019 — 2024Collaborated with senior leadership, including the Operations Manager, Head of Operations, and COO, to support operational initiatives. Oversaw administrative operations and coordinated projects that enhanced service delivery and workflow efficiency. Supervised customer support and sales activities to uphold service quality and customer satisfaction. Assisted HR and recruitment teams in hiring processes, employee relations, and onboarding. Worked alongside finance teams on operational reporting and administrative tasks while contributing to cross-department initiatives involving customer support, HR, recruitment, and supply chain functions.Senior Customer Support
Eastvantage (hardtofind.com.au) · 2018 — 2019Delivered comprehensive multi-channel customer support through email, chat, and phone communications. Addressed product inquiries, order issues, and service concerns for Australian customers. Maintained in-depth product knowledge to offer accurate guidance and recommendations. Built positive relationships with customers while promoting brand reputation and retention.Senior Operations Representative
Capital One · 2017 — 2018Acted as the main support contact for credit card clients, managing complex account inquiries. Assisted customers with billing issues, account management, and clarification of policies. Utilized knowledge of financial regulations and credit card policies to resolve issues efficiently. Identified trends in customer inquiries and suggested improvements to enhance service processes. Maintained high standards of customer communication, empathy, and problem resolution.Customer Service & Sales Representative
Convergys (Virgin Mobile Australia) · 2014 — 2016Provided customer support and technical assistance for telecommunications services. Addressed billing inquiries, resolved service issues, and executed account updates. Recognized sales opportunities and promoted relevant mobile products and service upgrades. Ensured effective communication with customers while resolving concerns and supporting overall satisfaction.Customer Service & Billing Specialist
Teleperformance (AT&T) · 2013 — 2014Handled telecommunications billing inquiries and performed account reconciliation for customers. Assisted clients with invoice clarifications, payment issues, and account adjustments. Ensured billing transaction accuracy and compliance with company policies. Collaborated with internal teams to efficiently resolve account discrepancies.Customer Service Representative
Expert Global Solutions (Amazon.com) · 2012 — 2013Delivered customer support for online orders, product inquiries, and account-related concerns. Assisted customers across phone, chat, and email within a dynamic e-commerce environment. Accurately processed returns, refunds, and order modifications. Maintained high levels of customer satisfaction through professional and efficient communication.
Skills & Expertise
Education
- Bachelor of Science: Hotel & Restaurant AdministrationLyceum of The Philippine University
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