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Paulo M. — Mid-Level BPO Customer Service Advocate from Philippines

Paulo M.

Mid-Level BPO Customer Service Advocate

Philippines 6+ years
Open to offersNew to Platform
Languages
EnglishTagalog
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About

Paulo M. P. is a seasoned professional in the Business Process Outsourcing (BPO) industry, offering over a decade of experience across diverse roles such as outbound telemarketing, appointment setting, technical support, and core customer service. Based in Makati City, Philippines, he has honed his expertise in multi-channel communication, technical troubleshooting, and maintaining a strong customer-first approach. Currently, he serves as an Online Proctor and Customer Support Advocate, ensuring operational accuracy and high integrity standards. His proficiency extends to CRM platforms such as Salesforce and Zendesk. Previous roles include a Customer Service Advocate at Drake International, where he verified candidate credentials and enforced security protocols, and an Escalation Specialist at Alorica Philippines, where he resolved complex grievances and managed high-priority escalations. Strong problem-solving skills and a commitment to service excellence define his career. Paulo holds educational backgrounds in Hotel Room Services and Basic Electrical Vocational training.

Experience

  • Customer Service Advocate

    Drake International (Kryterion Online) · 2022 — Present
    Ensured compliance with security standards by conducting secure identity checks and verifying credentials before exams. Maintained exam integrity by inspecting testing environments and mitigating security risks. Assisted candidates with pre-exam system checks and technical setups for a smooth testing process. Provided real-time support and guidance during high-stakes situations, ensuring operational accuracy.

  • Escalation Specialist

    Alorica Philippines (Makati) · 2019 — 2022
    Managed high-priority escalated calls from dissatisfied customers, employing conflict management skills to address complex issues. Guided customers through troubleshooting steps for household appliances by diagnosing root causes. Clearly explained home warranty coverage terms and negotiated solutions with cross-functional teams in line with policy guidelines.

  • Technical Support Representative – Comcast (XFINITY)

    Alorica Philippines (MOA) · 2017 — 2019
    Oversaw phone activations for new customers, ensuring proper equipment setup for internet, voice, and TV services. Conducted diagnostic troubleshooting to efficiently address technical inquiries. Assisted customers with online account management, including navigation and credential resets.

  • Data Entry Clerk – Data Mining

    Techquora · 2015 — 2016
    Engaged potential clients through outbound calls, effectively communicating value propositions to decision-makers. Conducted LinkedIn research to identify B2B leads and scheduled qualified sales appointments based on prospect availability.

  • Appointment Setter – Lead Generation

    West Point Interdata · 2013 — 2015
    Conducted both cold and warm outbound calls to prospective clients, introducing company solutions and uncovering pain points. Qualified leads and arranged high-value sales appointments for account executives.

Skills & Expertise

TelemarketingCRM ManagementCustomer ServiceAppointment SetterTech Support

Education

  • Hotel Room Services
    Montessori Professional College · 2008 — 2009
  • Basic Electrical (Vocational)
    University of Makati · 2005 — 2006
  • Secondary Education
    Gen. Pio Del Pilar National HS · 2001 — 2005
  • Primary Education
    Jose Magsaysay Elementary · 1995 — 2001

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