Carlo Marco Tampus
Mandaue City
Summary
- Proactive and self-motivated management expert with over 4+ years of experienced leading a team. Capable handling with customer, technical, and sales support specialist a fast leaner and a strong team player for the company.
- Experienced with team management and leadership. Utilizes effective communication to motivate and guide teams. Track record of implementing strategies that enhance team performance and productivity.
- Professional leader ready to drive team success and exceed objectives. Proven track record in team collaboration, strategic planning, and problem-solving. Known for strong communication skills, adaptability, and reliability. Equipped to foster productive and positive work environment while meeting changing demands.
- Professional leader prepared for this role. Proven ability to guide teams towards achieving objectives and enhancing productivity. Reliable and adaptable, fosters collaborative environment. Known for strategic planning and conflict resolution.
Overview
10
10
years of professional experience
Work History
Team Leader
Newfold Digital Phils.
01.2020 - 06.2026
- Tech service Specialist - Jan. 2020 – Sept. 2021
- Network Solutions Brand
- Led cross-functional teams to enhance project delivery timelines and quality standards.
- Developed training programs to improve team performance and foster professional growth.
- Implemented process improvements, resulting in increased operational efficiency and effectiveness.
- Facilitated regular team meetings to align objectives and drive accountability among members.
- Analyzed workflow processes, identifying bottlenecks and recommending solutions for optimization.
- Coordinated with stakeholders to ensure alignment on project goals and deliverables.
- Monitored team performance metrics, translating insights into actionable strategies for improvement.
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
Customer Support Associate
Optum Global
02.2019 - 12.2019
- Optum/Briova Specialty Pharmacy.
Customer Support Specialist
ResultCX Newtown
08.2018 - 02.2019
- Comcast TV and Internet
Customer/Technical Support
Convergys Inc.
09.2016 - 05.2018
- Intuit - Quikbooks
Education
BS - Information Technology
UC Main Campus
01-2016
Skills
Teamwork and collaboration - Able to align agents, bridge departmental gaps, and foster a supportive, goal-oriented culture
Problem-solving - Analyzed and handle escalation management, root-cause analysis, conflict resolution, and data-driven decision making
Attention to detail - Very capable in scrutinizing agent performance metrics, call transcripts, and compliance adherence to spot performance gaps and ensure consistent service quality
Team motivation - constructive coaching, personalized recognition, clear expectation setting, active listening, and emotional intelligence
Team supervision - Handling performance management (tracking KPIs like Average Handle Time and CSAT), coaching and development, escalation handling, and people-first leadership to motivate staff and reduce agent attrition
People management - Competent in motivating agents, reduce high turnover, and ensure operational success
Coaching and mentoring - Conduct a data-driven performance analysis (tracking metrics like CSAT, AHT, and QA scores), active listening (call monitoring), and behavior-based feedback to refine agent tone, empathy, and resolution accuracy
Personal Background
- Age : 44yo.
- Gender : Male
- Date of Birth : July 23, 1982
- Marital Status : Married
- Nationality : Filipino
Timeline
Team Leader
Newfold Digital Phils.
01.2020 - 06.2026
Customer Support Associate
Optum Global
02.2019 - 12.2019
Customer Support Specialist
ResultCX Newtown
08.2018 - 02.2019
Customer/Technical Support
Convergys Inc.
09.2016 - 05.2018
BS - Information Technology
UC Main Campus