Raffy B.
Mid-Level BPO Team Leader
Actively lookingNew to PlatformPortfolios
About
Raffy B. is a seasoned professional with over 7 years of experience as a Team Leader in the BPO industry, specializing in the TelCo sector. His career at companies like Teleperformance and Sutherland Global Services involved handling customer service for major accounts like AT&T and Bell. At Alorica, Raffy excelled as an Operations Team Manager, overseeing compliance and team efficiency to meet company objectives. As a strategist, he focuses on improving performance and process adherence. His role as a Quality Analyst at MVP Mailhouse involved executing test plans and compiling data to ensure quality in customer service operations. Raffy's ability to generate new business opportunities was demonstrated through his work at AScaleX LLC, where he qualified leads and assisted international customers. He holds a Bachelor of Science in Entrepreneurship from the Philippine Women's College of Davao. His strong skills include communication, analytical thinking, and adaptability, which he has applied to create consistent workflows and ensure high-quality outcomes.
Experience
FULFILLMENT QA/ CLIENT SUPPORT
Wise Pelican · 2024 — 2025Reviewed and updated potential design and typo errors on all open orders. Assisted clients needing custom design templates and minor edits using a designer tool. Corrected CSV files and updated the mailing list format. Communicated with customers to address their mailing needs through live chat and email.VA - BUSINESS DEVELOPMENT and CHAT & EMAIL SUPPORT
AScaleX LLC and Qenta · 2021 — 2024Generated new business opportunities by qualifying leads through LinkedIn and Apollo. Engaged in prospecting within existing business accounts to identify potential buyers and partnership opportunities. Assisted international customers, created emails, and provided quality customer service. Reviewed documents, tracked customer inquiries, and responded to questions promptly and effectively.SESSION REVIEWER/ PROCTOR
Integrity Advocate · 2023 — 2024Reviewed exams and courses to ensure client compliance. Audited recorded video sessions of individuals taking exams or completing online training for adherence to test-taking rules. Verified the identity of the reviewer through government IDs or other verification methods to confirm that the individual taking the exam was the registered candidate.QUALITY ANALYST - CALL SCORER
MVP Mailhouse · 2020 — 2021Compiled and analyzed statistical data to ensure user expectations were met during the testing process. Drafted quality assurance policies and procedures while developing and executing test plans to achieve all objectives.OPERATIONS TEAM MANAGER
Alorica Davao · 2016 — 2020Oversaw operations and customer service to maintain organizational control. Managed teams to ensure that company goals were met and provided sufficient customer support and sales. Developed strategies for process improvements to promote timely task completion.CUSTOMER SERVICE REPRESENTATIVE
Teleperformance Davao · 2015 — 2016Handled customer concerns for the Bell account. Managed a high volume of incoming calls from customers, addressing their questions and issues.CUSTOMER SERVICE REPRESENTATIVE
Sutherland Global Services · 2013 — 2015Assisted customers with their concerns while handling the AT&T Billing and Sales Account. Responded to a high volume of incoming calls, addressing customers' questions and concerns.
Skills & Expertise
Education
- Secondary SchoolSta. Ana National High School · 2009 — 2010
- Bachelor of Science in EntrepreneurshipPhilippine Women's College of Davao
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