Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

CARLO BAHILLO

Block 130 Lot 04 Jacinto Street Rizal

Summary

Experienced Team Leader with 9+ years in customer service and team management. Skilled in coaching, performance optimization, and handling complex escalations. Proven ability to lead high-performing teams and consistently deliver outstanding service in fast-paced environments.

Overview

12
12
years of professional experience

Work History

Compliance Analyst

Payfare Inc.
07.2024 - 08.2025
  • Investigated fraud transactions and verified KYC documents.

Team Leader

Concentrix Services B.V. PH
03.2024 - 07.2024
  • Conducted coaching, reviews, and daily huddles to maintain KPIs.
  • Coordinated with management to improve service quality.
  • Developed team members skills through targeted coaching sessions, resulting in improved individual performance.

Team Leader

Transcom Worldwide
07.2023 - 02.2024
  • Led and coached a team to meet service targets.
  • Handled escalations and improved workflows.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.

Team Leader

Quantrics Enterprises Inc.
05.2019 - 06.2023
  • Managed and coached agents to achieve KPIs.
  • Implemented coaching strategies to improve productivity.
  • Managed conflict resolution among team members, fostering a positive and collaborative work environment.

Case Manager, Digital Resolution Team

Quantrics Enterprises Inc.
12.2018 - 05.2019
  • Investigated and resolved escalated digital account cases.
  • Monitored ongoing cases closely, adjusting case management strategies as needed based on evolving circumstances or new information.

Customer Service Representative – Voice/eChat

Quantrics Enterprises Inc.
09.2018 - 12.2018
  • Delivered frontline support via chat and voice.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.

Customer Service Representative

Sutherland Global Services Inc.
10.2015 - 08.2018
  • Provided customer support through voice.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.

Store Marketing Assistant Coordinator / Cashier

Biggs Diner
03.2014 - 10.2015
  • Handled cashiering operations and supported marketing activities.
  • Increased store sales by implementing effective marketing strategies and promotional campaigns.

Education

Bachelor of Science - Hotel And Restaurant Management

Immaculate Conception College Albay
Daraga, Province Of Albay, Philippines
04.2001 -

Skills

  • Leadership & Team Management

  • Fraud Investigation & KYC Verification

  • Compliance & Case Resolution

  • Customer Service & Client Relations

  • Coaching & Performance Development

Additional Information

  • Fluent in English and Filipino
  • Adaptable in fast-paced environments
  • Age: 32 | Date of Birth: April 20, 1993

Timeline

Compliance Analyst

Payfare Inc.
07.2024 - 08.2025

Team Leader

Concentrix Services B.V. PH
03.2024 - 07.2024

Team Leader

Transcom Worldwide
07.2023 - 02.2024

Team Leader

Quantrics Enterprises Inc.
05.2019 - 06.2023

Case Manager, Digital Resolution Team

Quantrics Enterprises Inc.
12.2018 - 05.2019

Customer Service Representative – Voice/eChat

Quantrics Enterprises Inc.
09.2018 - 12.2018

Customer Service Representative

Sutherland Global Services Inc.
10.2015 - 08.2018

Store Marketing Assistant Coordinator / Cashier

Biggs Diner
03.2014 - 10.2015

Bachelor of Science - Hotel And Restaurant Management

Immaculate Conception College Albay
04.2001 -

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CARLO BAHILLO