Roberto A.
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About
Roberto A., based in Davao City, Philippines, is a seasoned Customer Service Supervisor, with extensive experience in leading teams to meet performance and service goals, as demonstrated in his tenure at Teleperformance from May 2021 to February 2026. His responsibilities included overseeing daily workflows, addressing escalations, and managing administrative tasks. Prior to this, Roberto served as a Subject Matter Expert at Teleperformance, where he supported agents with challenging calls and contributed to training new hires. His journey in customer service began as an agent handling inbound calls for Xfinity customers, addressing billing, troubleshooting, and account updates. Roberto holds a Bachelor of Science in Commerce, majoring in Management, from Notre Dame of Kidapawan College. His background showcases strong communication and problem-solving skills, supported by emotional intelligence and adaptability in fast-paced environments.
Experience
Supervisor
Teleperformance · 2021 — 2026Oversaw team performance and ensured service goals aligned with company standards. Monitored daily workflows to guarantee timely and accurate task completion. Addressed customer and provider inquiries while managing escalations. Handled administrative functions such as scheduling, timekeeping, and disciplinary actions.SME
Teleperformance · 2020 — 2021Provided floor support to agents during challenging calls and managed escalations prior to supervisor intervention. Assisted in training new hires and monitored adherence to quality and compliance with account standards.Agent
Teleperformance · 2018 — 2020Managed inbound calls for Xfinity customers, addressing billing issues, troubleshooting internet, cable TV, or phone services, and updating accounts or processing payments. Communicated services, promotions, and upgrades while meeting KPIs including AHT, CSAT, FCR, and Sales.
Skills & Expertise
Education
- Bachelor of Science in Commerce Major in ManagementNotre Dame of Kidapawan College · 1998 — 2002
- Bachelor of Science in Civil EngineeringCentral Mindanao Colleges · 1994 — 1997
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