Benjo B. Villarosa
Assistant Center Manager
Gogo Building, Unit 4-A, Gaabucayan St., Puntod, Cagayan De Oro City
Summary
Offering strong organizational skills and positive attitude, ready to thrive in call center environment. Brings ability to quickly learn industry-specific knowledge and manage team operations effectively. Ready to use and develop leadership and communication skills in Managerial role.
Overview
12
12
years of professional experience
15
15
years of post-secondary education
Work History
Call Center Assistant Manager
Teleperformance
2024.01 - 2025.01
- Organized regular team meetings for information sharing, problem-solving discussions, and motivational purposes.
- Boosted team productivity by setting clear performance goals and regularly monitoring progress.
- Implemented quality control measures to monitor call handling, ensuring adherence to company standards and policies.
Call Center Operations Supervisor
Teleperformance
2021.03 - 2024.01
- Efficiently managed escalated calls to ensure satisfactory resolutions for customers and the company.
- Fostered a positive work environment that encouraged collaboration and teamwork among employees.
- Improved overall performance with effective coaching and feedback to team members.
Customer Service Representative
Teleperformance
2019.01 - 2021.03
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Management – Team Leader
Gringo / Tokyo Bubble Tea (McWilson Corp)
2017.01 - 2018.12
Management Trainee – Coach
Gringo (McWilson Corporation)
2016.09 - 2017.01
Barista/Server/Cashier/FOH Trainor
Tokyo Bubble Tea (McWilson Corporation)
2015.09 - 2016.09
Barista
Socialicous Tea
2013.07 - 2015.05
Education
Bachelor of Science - Hotel and Restaurant Management
Polytechnic University of the Philippines
2009.01 - 2013.01
High School - undefined
Ramon Magsaysay (Cubao) High School
2005.01 - 2009.01
Elementary School - undefined
Aurora A. Quezon Elementary School
1998.01 - 2005.01
Skills
Team management
Employee motivation
Call monitoring
Technical support
Coaching and mentoring
Schedule coordination
Problem-solving abilities
Adaptability and flexibility
Goal setting and achievement
Customer complaint resolution
Personal Information
- Age: 31
- Height: 5’4”
- Weight: 65kg
- Citizenship: Filipino
- Date of Birth: 02/04/93
- Gender: Male
- Marital Status: Single
Timeline
Call Center Assistant Manager
Teleperformance
2024.01 - 2025.01
Call Center Operations Supervisor
Teleperformance
2021.03 - 2024.01
Customer Service Representative
Teleperformance
2019.01 - 2021.03
Management – Team Leader
Gringo / Tokyo Bubble Tea (McWilson Corp)
2017.01 - 2018.12
Management Trainee – Coach
Gringo (McWilson Corporation)
2016.09 - 2017.01
Barista/Server/Cashier/FOH Trainor
Tokyo Bubble Tea (McWilson Corporation)
2015.09 - 2016.09
Barista
Socialicous Tea
2013.07 - 2015.05
Bachelor of Science - Hotel and Restaurant Management
Polytechnic University of the Philippines
2009.01 - 2013.01
High School - undefined
Ramon Magsaysay (Cubao) High School
2005.01 - 2009.01
Elementary School - undefined
Aurora A. Quezon Elementary School
1998.01 - 2005.01