Carl John Villarín
Cagayan De Oro City
Summary
Resourceful and results-driven professional with over 8 years of experience spanning in customer service, logistics coordination, recruitment, sales, and team leadership. Proven track record in supervising large teams, managing client relationships, coordinating international shipments, and streamlining hiring processes. Adept in tools such as Salesforce, QuickBooks Manufacturing, and Microsoft Office, with a strong command of call center operations and B2B communications. Recognized for excellent telephone etiquette, conflict resolution skills, and a hands-on approach to problem-solving. A proactive communicator and cross-functional collaborator committed to delivering exceptional service and operational efficiency.
Overview
9
9
years of professional experience
Work History
Customer Service Administrator - Remote
ESP Safety Inc
09.2023 - Current
- Responded to incoming emails and phone calls from existing and potential clients to address inquiries, resolve order-related issues, provide order status updates, and deliver requested quotations.
- Acted as the primary contact person for handling and processing Requests for Quotation (RFQs), ensuring timely and accurate responses.
- Coordinated and scheduled meetings between clients and internal stakeholders, serving as the main liaison throughout the communication process.
- Maintained detailed customer records and ensured consistent follow-ups to enhance client satisfaction and support long-term relationships.
Shipping Coordinator - Remote
ESP Safety Inc.
09.2023 - Current
- Served as the main point of contact for freight forwarders, ensuring timely sharing of Commercial Invoices (CI), Packing Lists (PL), and accurate completion of Shipper's Letter of Instruction (SLI) forms.
- Coordinated directly with clients to confirm order readiness and shipping preferences, including arranging their own freight or utilizing company/clients shipping methods.
- Scheduled and managed domestic and international shipments via FedEx, DHL, and UPS, ensuring cost-effective and timely delivery.
- Requested and negotiated shipping quotes from partnered freight forwarders, aligning shipment timelines with client expectations.
- Maintained detailed shipping records and ensured compliance with international export documentation requirements.
- Acted as the key liaison between internal departments, clients, and logistics partners to streamline the shipping process and resolve any issues quickly.
Talent Acquisition Specialist - Remote
ESP Safety Inc.
09.2023 - Current
- Created and managed job postings for a variety of roles including engineering and administrative positions.
- Solely responsible for posting job ads on platforms such as Indeed and LinkedIn Recruiter to attract qualified candidates.
- Screened and reviewed incoming resumes to assess candidate eligibility based on job requirements.
- Conducted outreach and initial pre-screening calls to evaluate candidate fit and interest.
- Collaborated with hiring managers to coordinate and schedule final interviews with shortlisted candidates.
- Managed the background check process through third-party providers to ensure candidate compliance.
- Prepared onboarding checklists and ensured a smooth transition for new hires into the organization.
Assistant Unit Manager - Part Time
Prulife UK
09.2021 - 09.2023
- Mentored a team of financial advisors in prospecting, appointment setting, and client presentation techniques to drive team performance and productivity.
- Actively participated in client acquisition efforts, conducting meetings and delivering tailored financial presentations.
- Built and nurtured strong client relationships by providing education on account services, financial products, and available investment opportunities.
- Assessed client needs to develop customized financial plans aligned with both short-term objectives and long-term wealth goals.
- Delivered strategic guidance on financial matters including savings, insurance, and investment planning, ensuring clients received personalized and actionable advice.
Flex Assistant Manager / Supervisor - Hybrid
Teleperformance CDO
09.2018 - 07.2023
- Supervised a team of 60 customer service agents and 5 frontline supervisors, ensuring consistent high-quality support across Technical, Account, Billing, and T-Mobile carrier services.
- Conducted training sessions on key performance metrics, soft skills, and customer behavior insights to improve agent performance and service delivery.
- Boosted customer satisfaction (CSAT) and first-call resolution (FCR) rates through effective coaching, conflict resolution, and proactive problem-solving.
- Actively monitored team metrics and performance reports to implement process improvements and meet operational KPIs.
- Championed a culture of excellence by providing real-time feedback, mentorship, and leadership support during peak periods and escalations.
Outbound Production Officer - Remote
Arriba Telecontact
01.2017 - 09.2018
- Conducted outbound calls to generate leads and build relationships with prospective customers, using both manual and automated dialing systems.
- Delivered persuasive and scripted sales pitches to effectively promote products and services.
- Clearly explained pricing, packages, and product benefits while addressing customer questions, objections, and concerns.
- Used consultative selling techniques by asking relevant questions to identify customer needs and recommend appropriate solutions.
- Maintained detailed call logs and tracked performance metrics to meet daily, weekly, and monthly sales targets.
Education
Bachelor of Science - Information Technology
AMA Computer College
03.2016
Skills
- Customer Service & Communication:
Telephone Etiquette, Call Center Operations, Conflict Resolution, Client Relationship Management - Sales & Lead Generation:
Outbound Calling, Prospecting, Appointment Setting, Product Presentation, Upselling & Cross-Selling - Recruitment & HR Support:
Job Posting (Indeed, LinkedIn Recruiter), Resume Screening, Pre-Screening Calls, Interview Coordination, Onboarding
- Logistics & Shipping Coordination:
FedEx, UPS, DHL Shipment Scheduling, Freight Forwarder Coordination, Export Documentation (CI, PL, SLI) - Administrative & Technical Tools:
QuickBooks Manufacturing, Salesforce CRM, Microsoft Office Suite (Word, Excel, Outlook), Google Workspace
Accomplishments
- Top 1 Supervisor for the year 2021 - Q1,Q2,Q3,Q4
- Top 1 Supervisor 2022 Q1 and Q3
- Rookie High Flyer - Prulife UK 2021
LANGUAGES
English
Tagalog
Cebuano
Hobbies and Interests
Judo, Jiujitsu, Muay Thai, Reading Books
Timeline
Customer Service Administrator - Remote
ESP Safety Inc
09.2023 - Current
Shipping Coordinator - Remote
ESP Safety Inc.
09.2023 - Current
Talent Acquisition Specialist - Remote
ESP Safety Inc.
09.2023 - Current
Assistant Unit Manager - Part Time
Prulife UK
09.2021 - 09.2023
Flex Assistant Manager / Supervisor - Hybrid
Teleperformance CDO
09.2018 - 07.2023
Outbound Production Officer - Remote
Arriba Telecontact
01.2017 - 09.2018
Bachelor of Science - Information Technology
AMA Computer College
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