CARLO EDUARDO DUCA
Lapu-lapu City
Summary
Knowledgeable and dedicated customer service professional with extensive experience in the BPO industry. Solid team player with an outgoing and positive demeanor, and proven skills in establishing rapport with clients. Articulate, energetic, and goal-oriented. Facilitate positive experiences through high-quality customer care and timely resolution of complaints and issues.
Overview
9
9
years of professional experience
Work History
Inbound/Outbound Sales
Newfold Digital
08.2023 - 10.2025
- Field inbound calls and identify areas to help our customers' online presence
- Educate customers about their website and current marketing strategy to help them understand the importance of having an online presence.
- Provide consultation to customers regarding new products and services that will help their businesses succeed.
- Provide issue resolutions within our scope of support
- Meet metrics that could include, but are not limited to, customer satisfaction and daily sales targets
- Demonstrate extraordinary interpersonal skills and the ability to thrive, multitask, and prioritize in a high-volume, dynamic environment
- Apply solid sales skills to understand customers’ needs and close all sales with integrity
Customer Service Agent
LockSmith
12.2018 - 08.2023
- Educated customers on company systems, form completion, and access to services.
- Applied strong communication and negotiation skills regarding refunds and merchandise exchanges.
- Resolved customer inquiries through phone and email, enhancing satisfaction and loyalty.
- Collaborated with cross-functional teams to streamline complaint resolution processes.
- Delivered exceptional service to a large customer base daily, maintaining a focus on fostering positive relationships and satisfaction.
Fraud Analyst
Teleperformance
05.2016 - 09.2018
- Analyzed large amounts of data to find patterns of fraud and anomalies.
- Reviewed reports and individual transactions that appeared suspicious to uncover possible fraudulent activity.
Education
Aircraft Maintenance
Cebu Aeronautical School
Skills
- 1 Communication & Client Support
- Strong oral and written communication
- Skilled in client relations across service, retail, and legal sectors
- 2 Quality Assurance & Compliance
- QA leadership in publishing and legal operations
- Experienced in audits, compliance checks, and process improvement
- 3 Case & Account Management
- Managed end-to-end disability cases
- Proficiency in CRM-based workflow and documentation
- 4 Technical Support
- Provided frontline support for Google services
- Troubleshooting and issue resolution expertise
- 5 Tools & Systems
- Proficient in CRM platforms and MS Office Suite
- Familiar with publishing systems and content workflows
- 6 Leadership & Training
- Supervised sales and QA teams
- Conducted onboarding and performance coaching
- 7 Administrative Support
- Basic accounting knowledge
- Reporting, documentation, and task coordination
References
- Saint, Balahan, Quality Assurance Lead/Product Manager, 0919-671-5454, MTS
- Mark Joseph, Sabellano, Data Analyst, 0991-376-9123, Dedale
- Oniel, Balbuena, Lead Customer Service Supervisor, 0929-470-4188, Amazon Philippines
Timeline
Inbound/Outbound Sales
Newfold Digital
08.2023 - 10.2025
Customer Service Agent
LockSmith
12.2018 - 08.2023
Fraud Analyst
Teleperformance
05.2016 - 09.2018
Aircraft Maintenance
Cebu Aeronautical School