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
01.2024 - 01.2025
- 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
03.2021 - 01.2024
- 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
01.2019 - 03.2021
- 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)
01.2017 - 12.2018
Management Trainee – Coach
Gringo (McWilson Corporation)
09.2016 - 01.2017
Barista/Server/Cashier/FOH Trainor
Tokyo Bubble Tea (McWilson Corporation)
09.2015 - 09.2016
Barista
Socialicous Tea
07.2013 - 05.2015
Education
Bachelor of Science - Hotel and Restaurant Management
Polytechnic University of the Philippines
01.2009 - 01.2013
High School - undefined
Ramon Magsaysay (Cubao) High School
01.2005 - 01.2009
Elementary School - undefined
Aurora A. Quezon Elementary School
01.1998 - 01.2005
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
01.2024 - 01.2025
Call Center Operations Supervisor
Teleperformance
03.2021 - 01.2024
Customer Service Representative
Teleperformance
01.2019 - 03.2021
Management – Team Leader
Gringo / Tokyo Bubble Tea (McWilson Corp)
01.2017 - 12.2018
Management Trainee – Coach
Gringo (McWilson Corporation)
09.2016 - 01.2017
Barista/Server/Cashier/FOH Trainor
Tokyo Bubble Tea (McWilson Corporation)
09.2015 - 09.2016
Barista
Socialicous Tea
07.2013 - 05.2015
Bachelor of Science - Hotel and Restaurant Management
Polytechnic University of the Philippines
01.2009 - 01.2013
High School - undefined
Ramon Magsaysay (Cubao) High School
01.2005 - 01.2009
Elementary School - undefined
Aurora A. Quezon Elementary School
01.1998 - 01.2005
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