Summary
Overview
Work History
Education
Skills
Languages
Timeline
Generic

Carlo Sumait

Urdaneta, Province Of Pangasinan

Summary

Professional with solid background in call monitoring, quality assurance, and customer service. Adept at analyzing call data, providing actionable feedback, and ensuring compliance with company standards. Strong team collaborator who adapts to changing needs and focuses on achieving measurable results. Skilled in communication, problem-solving, and maintaining high standards of accuracy and efficiency.

Overview

13
13
years of professional experience

Work History

Call Monitoring Specialist

Foundever Philippines
03.2023 - 01.2025
  • Developed and implemented quality control measures that led to better customer service and product knowledge for an entire account.
  • Conducting calibrations for Supervisors to promote better engagement and quality service resulting in customer satisfaction.
  • Monitoring calls and providing monthly-based audits as a reference for coaching each agent and support level.

Product Support Specialist

Foundever Philippines
09.2018 - 02.2023
  • Identifying customer needs and delivering effective solutions to technical problems. Excellent time management skills combined with a superior knowledge of the customer service industry. Proven ability to establish and maintain excellent communication and relationships with clients.
  • Monitored email to promptly collect and respond to complaints.
  • Assisted customers with product-related questions, feedback, and complaints.
  • Guaranteed first-class customer service, enthusiastically anticipating and catering to customer needs and requirements.
  • Provided technical support for end-users and resolved escalated technical printer, PC and router issues.
  • Developed a knowledge base of common issues and solutions to improve customer self-service and reduce the need for technical support.

Technical Support Representative

Foundever Philippines
06.2017 - 08.2018
  • Helped customers set up new systems, applications, and software for devices such as PC, Routers, Printers.
  • Responded to customer emails, calls, and live chat regarding technical malfunctions and issues to fix remotely.
  • Diagnosed system and software malfunctions, guiding users through step-by-step solutions via phone, email, and remote access tools, improving client satisfaction and reducing downtime.

Customer Support Representative

Sutherland Global Services
01.2012 - 06.2013
  • Resolving customer complaints in a timely and satisfactory manner, increasing customer loyalty.
  • Handled a high volume of customer inquiries in a professional and timely manner.
  • Used customer relationship management (CRM) systems to accurately track and manage customer data.

Education

Bachelor of Science - Information Technology

Urdaneta City University
Urdaneta, Province Of Pangasinan, Philippines
2008

Skills

  • Complaint handling and resolution
  • Quality Assurance
  • Communication skills
  • Compliance monitoring
  • Critical thinking
  • Customer service

Languages

English
Bilingual or Proficient (C2)

Timeline

Call Monitoring Specialist

Foundever Philippines
03.2023 - 01.2025

Product Support Specialist

Foundever Philippines
09.2018 - 02.2023

Technical Support Representative

Foundever Philippines
06.2017 - 08.2018

Customer Support Representative

Sutherland Global Services
01.2012 - 06.2013

Bachelor of Science - Information Technology

Urdaneta City University

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Carlo Sumait