Carl Ivy Flores
Customer Service Manager | Outbound Sales Specialist
Dumaguete, Province of Negros Oriental
Summary
Dynamic Customer Service Manager and Outbound Sales Specialist with 7 years of experience driving client satisfaction and revenue growth. Expertise in managing high-performing teams, leveraging excellent communication and negotiation skills to foster strong client relationships. Proven ability in outbound prospecting and lead generation, tailoring outreach strategies to meet diverse business goals. Committed to enhancing team performance through training and cross-functional collaboration, ensuring alignment with overall sales objectives. Proficient in CRM tools and project management, dedicated to delivering exceptional service and continuous improvement.
Overview
7
7
years of professional experience
2
2
Certifications
Work History
Customer Service Manager | Outbound Sales Speciali
Nyla Shape
07.2024 - 07.2025
- Managed the customer service team, consistently meeting KPIs and improving overall client satisfaction.
- Built strong relationships with decision-makers, identifying opportunities for upselling and account growth.
- Generated new leads through outbound prospecting on LinkedIn, Google, and targeted lead lists.
- Tailored communication and outreach to match each client’s brand, business goals, and e-commerce opportunities.
- Scheduled and coordinated meetings between clients and senior leadership to explore service fit and solutions.
- Maintained accurate CRM records by tracking outreach, lead stages, and client interactions to support pipeline management.
- Reviewed lead responses and outreach results, shared feedback with the team, and suggested improvements to boost engagement.
- Partnered with sales and marketing teams to align messaging, outreach strategies, and client campaigns.
Lead, Customer Service & Training
Perch
09.2022 - 05.2024
- Supervised customer support team, meeting KPIs and boosting performance.
- Identified training needs with department managers.
- Used accounting principles to create reports, improving satisfaction and efficiency.
- Defined project scope, goals, and deliverables; developed detailed plans with timelines and resources.
- Tracked project progress, adjusted plans to meet deadlines.
- Ensured deliverables met quality standards and client expectations through regular reviews.
- Maintained comprehensive documentation, including plans, reports, and minutes.
- Conducted post-project evaluations to identify lessons and improvement opportunities.
- Facilitated effective communication among team members and stakeholders for transparency and clarity.
Product Trainer
TTEC Inc.
06.2019 - 09.2022
- Conducted HIPAA training for healthcare agents.
- Verified accounts and processed claims.
- Communicated customer feedback to Leads.
- Provided performance feedback to agents.
- Assisted customers with technical issues and flagged recurring problems to Leads or Director.
- Assisted patients with uploading medical documentation.
Healthcare Customer Service Representative
TTEC Inc.
06.2018 - 06.2019
- Assisting customers/patients with our online sign up process
- Customer calls handling
- Respond to any healthcare providers' requests and patient-related questions
- Verify IDs and other sensitive patient information of new patients
- Navigate customers through technical issues and flag any repeated issues to Leads or Director
- Assist patients with uploading their medical documentation
Education
Bachelor of Science - BA - Business Analytics
Silliman University
Dumaguete, Province Of Negros Oriental 04.2001 -
Skills
- Excellent Communication & Negotiation Skills
- Customer Relationship Management (CRM)
- Outbound Prospecting (LinkedIn, Google, Lead Lists)
- Lead Generation & Qualification
- Appointment Setting & Calendar Management
- Sales Outreach & Message Personalisation
- Pipeline & Data Management
- Campaign Feedback & Process Improvement
- Team Leadership & Performance Management
- Project Management & Cross-Functional Collaboration
- CRM Tools (HubSpot, Salesforce, or similar)
- Google Workspace (Docs, Sheets, Gmail)
- Microsoft Office Suite (Excel, Word, Outlook)
- Trello & Jira Proficiency
- Notion Proficiency
- Canva Proficiency
- Data Entry & Database Management
- Strong Leadership Skills
- Interpersonal & Facilitation Skills
- Critical Thinking & Problem-Solving
- Detail-Oriented & Organised
- Time & Risk Management
- Multitasking & Prioritisation
Certification
English Certification
Timeline
Customer Service Manager | Outbound Sales Speciali
Nyla Shape
07.2024 - 07.2025
Lead, Customer Service & Training
Perch
09.2022 - 05.2024
Product Trainer
TTEC Inc.
06.2019 - 09.2022
Healthcare Customer Service Representative
TTEC Inc.
06.2018 - 06.2019
Bachelor of Science - BA - Business Analytics
Silliman University
04.2001 -
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