Roberto D.
Mid-Level BPO Project Manager
Open to offersNew to PlatformAbout
Robert D. is an experienced professional in the BPO and technology solutions sector, bringing over nine years of expertise to roles spanning project management, subject matter support, and customer service. As a Project Manager / IT Consultant at Technum INC., based in General Trias, Cavite, he manages projects such as SupplyPlan and Atlassian User Management, focusing on project planning, workflow optimization, and the integration of tools like Jira and Confluence to standardize operations and documentation. His background includes positions as Subject Matter Expert and Customer Care Representative at IQOR and Convergys, where he provided data analysis/reporting, team coaching, and solutions for escalated issues in both sales and customer support environments. His leadership and knowledge transfer work are rooted in direct industry experience across IT consulting and business process outsourcing.
Experience
Project Manager / IT Consultant
Technum INC. · 2020 — PresentManaged operations for projects such as SupplyPlan and Atlassian User Management, establishing standardized workflows in Jira and utilizing templates to promote consistency. Integrated Confluence to serve as the central source for project documentation. Facilitated skill transfer to team members, created project plans outlining timelines, milestones, and budgets, and organized stakeholder meetings to share updates and gather feedback.Subject Matter Expert
IQOR · 2020 — 2020Acted as the primary resource for account-specific processes, tools, and procedures. Coached agents to refine performance and adherence to established standards, tracked team metrics to provide improvement recommendations, and addressed complex escalations requiring advanced product or process knowledge.Customer Care Representative
IQOR · 2018 — 2020Handled inbound calls as the main contact for customer inquiries, delivering precise product or service details and assisting with customer needs. Addressed concerns and complaints while maintaining professionalism and efficiency, collaborated with the team for process refinement, and prioritized high customer satisfaction through timely and empathetic service.Subject Matter Expert
Convergys · 2017 — 2018Served as an authority on products, services, and processes, delivering expert guidance to the sales team and assisting during technically complex sales scenarios. Supported the development and review of sales strategies with leadership and provided individualized coaching to enhance team product knowledge and effectiveness.Customer Care / Sales Representative
Convergys · 2016 — 2017Conducted both inbound and outbound sales calls to promote products or services, provided tailored product information and recommendations, fostered strong customer connections to encourage upselling, and consistently worked towards meeting sales targets and metrics.
Skills & Expertise
Education
- Bachelor of Science, Marine EngineeringJohn B. Lacson Colleges Foundation, Alijis, Bacolod City, Negros Occidental · 2009 — 2011
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