Russel D.
Senior Customer Service Team Leader
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About
Russel B. is a seasoned professional with over nine years of experience in customer service, sales, and team management within the telecommunications, e-commerce, and business process outsourcing (BPO) industries. With a track record of success at Telus, AT&T, and Amazon, he has excelled in roles from Customer Service Associate to Team Manager, effectively leading teams and driving performance metrics. At Rojek Advance Solutions, he served as Training and Quality Manager, overseeing new employee training and quality assurance for a start-up BPO. Russel's expertise encompasses coaching, leadership, and achieving operational goals. Currently, he offers his services as a Freelance Virtual Assistant, providing administrative support and ensuring client satisfaction. He holds an undergraduate degree in Civil Engineering from Isabela State University, enhancing his analytical and problem-solving capabilities. Throughout his career, Russel has been acknowledged as a top performer, consistently exceeding team and individual targets.
Experience
Freelance Virtual Assistant
null · 2025 — PresentPerformed various administrative tasks for the company, including data entry and annotation. Communicated with customers for document signing and verified employment details with businesses.Customer Service Associate
Telus · 2023 — 2025Assisted customers with inquiries related to Telus Home services, billing, and basic troubleshooting. Facilitated sales of Telus Internet, Optik TV, Home Phone, and Home Security by addressing initial customer concerns.Team Leader POC
AT&T · 2022 — 2023Supervised a team of customer service agents, focusing on sales and key performance indicators to achieve company objectives. Managed escalated customer interactions, including supervisor and manager-level calls, and provided coaching and feedback to enhance agent performance.Subject Matter Expert
AT&T · 2021 — 2022Guided agents on product knowledge, processes, and troubleshooting techniques. Handled level 1 escalations and delivered real-time coaching and feedback to agents, while also producing reports on team performance for management.Account Associate
AT&T · 2021 — 2021Managed inbound calls from customers in the United States, addressing their concerns and proposing product solutions. Created sales opportunities for AT&T services while ensuring high levels of customer satisfaction through thorough documentation of each interaction.Training and Quality Manager
Rojek Advance Solutions · 2019 — 2021Oversaw the training and quality teams at a BPO startup. Conducted training sessions for new hires and provided ongoing development for existing agents. Collaborated with management on initiatives for company growth and produced training and quality reports for stakeholders.Acting Team Manager
Amazon · 2018 — 2019Directed a team of customer service agents, offering real-time feedback and coaching. Managed escalated calls at the supervisor and manager level, ensuring high-quality customer service while tracking team performance through regular reporting.Team Leader
Amazon · 2017 — 2018Addressed level 1 escalations to ensure customer satisfaction and retention. Assisted associates in maintaining service levels and processing customer concessions while providing coaching support to agents to uphold service quality.Customer Service Associate
Amazon · 2015 — 2017Responded to inbound calls from U.S. and U.K. customers regarding their purchases and accounts. Delivered supportive customer service by resolving inquiries and documenting interactions for accurate issue resolution.
Skills & Expertise
Education
- Bachelor of Science in Civil Engineering (Undergraduate)Isabela State University · 2012 — 2015
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