Paulo B.
Open to offersNew to PlatformAbout
Paulo B. is an experienced professional in the customer support and business process outsourcing industry in the Philippines, with a proven track record in project management and team leadership. At Dialpad Philippines, he delivers technical assistance and resolves billing inquiries across phone, chat, and email channels, ensuring seamless customer support for Dialpad products. Previously, as Team Leader at Lizardbear Tasking Inc, Paulo managed teams processing payments for U.S. government agencies and billing offices, handling data analysis, real-time queue management, and performance optimization. During his tenure as Subject Matter Expert and Technical Support Representative, Paulo provided direct support through chat and email, handled product troubleshooting, and utilized platforms like Salesforce, Slack, JIRA, Okta, Zendesk, and Genesys Cloud. His background also includes financial consulting at PRU Life UK and administrative experience in local government settings.
Experience
Customer Support Representative
Dialpad Philippines · 2024 — PresentInteracts with customers through phone, chat, and email to provide a smooth support experience. Provides technical assistance and addresses billing inquiries with professionalism. Swiftly diagnoses and resolves issues with Dialpad products while conducting in-depth account and product research to ensure top-quality customer support.Team Leader / Manager
Lizardbear Tasking Inc · 2024 — 2024Supervises a team of associates handling payments for government agencies and billing offices in the U.S. Ensures that performance management adheres to target KPIs, maintains high standards, and demonstrates required competencies. Works with the Real-Time Analyst (RTA) to oversee and optimize queue management, enhancing the productivity of front-line staff. Conducts coaching sessions and provides feedback to agents regarding their deliverables.Subject Matter Expert
Lizardbear Tasking Inc · 2022 — 2024Offers real-time support to colleagues via chat and email, while performing administrative tasks with the supervisor. Monitors auxiliary utilization and service levels at 15-minute intervals while managing the queue. Reports low service levels to management and conducts data analysis, presenting the findings to leadership.Technical Support Representative
Lizardbear Tasking Inc · 2021 — 2022Receives incoming phone calls and handles emails for the staff, allowing senior team members to focus on key issues. Assists merchants by analyzing account details and generating reports to address account and transaction problems, while also submitting backend tickets for specific business requests. Engages in upselling and promoting device upgrades for merchants utilizing End-of-Life devices.Financial Advisor
PRU Life UK · 2019 — 2022Advises clients on financial issues, providing tailored recommendations for investment options, products, and services based on their individual situations. Clarifies the pros and cons of various product alternatives to support informed client decisions. Develops personalized cash management and investment plans to help clients achieve their financial objectives, ensuring ongoing support post-sale.Government Internship
City Government of San Jose Del Monte · 2018 — 2018Participated in the SP Secretariat Office as part of a structured internship program designed to offer young individuals professional experience. Responsible for transcribing records from public hearings for record management purposes, and facilitating file management and transfers across multiple departments to expedite requests. Compiled summaries from live public hearings to highlight proposed actions discussed.
Skills & Expertise
Education
- Bachelor of Science in Legal ManagementBulacan State University · 2018 — 2021
- Bachelor of Science in Business Administration Major in Human Resource ManagementMapua Malayan Digital College · 2021 — Present
- Senior High School: Academic Track - Humanities and Social Sciences StrandSan Jose Del Monte National High School · — — 2018
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