Clark Journies Sampiano
Cadiz City
Summary
Seasoned operations and support leader with over a decade of experience in customer service, quality assurance, and team management across the BPO and virtual assistant sectors. Holds a degree in Business Administration and has led diverse teams in client success, billing, and reporting functions. Proficient in tools like ClickUp, Zendesk, Zoho, HubSpot, and other CRM platforms, with a strong background in process improvement and data-driven decision-making.
Overview
14
14
years of professional experience
Work History
Quality Control Specialist
Aspen Field Services
01.2025 - Current
- Review and feedback: Provide detailed feedback on customer reports, ensuring spelling and grammar accuracy.
- Photo review: Analyze large volumes of photos and identify potential errors.
- Clear communication: Collaborate effectively with coworkers and clients while upholding Aspen’s core values.
- Organization: Stay highly organized and self-motivated while managing a significant workload.
- Minimized downtime by98 % by reducing production rework and recalls.
Billing Associate
Gym Launch Secrets
03.2024 - 11.2024
- Managed billing operations, ensuring timely and accurate processing of invoices, payments, and customer account adjustments.
- Oversaw the resolution of failed invoices, implementing a structured approach using Zoho Billing and Zoho CRM to retry payments and send notifications via Smooth Messenger.
- Led the reconciliation and categorization of payments for unique scenarios such as program shifts, advance payments, and double collections.
- Handled client write-offs, invoice reversals, and reallocation tasks by coordinating with cross-functional teams through Asana, ensuring compliance with finance procedures and maintaining accurate records.
- Assisted in the transition and maintenance of billing systems (e.g., Go High Level) to support client retention and operational efficiency.
- Verified the accuracy of accounts payable payments, resulting in a 75% reduction in payment errors and check reissues.
Department Manager, Partner Success
Ubiquity Global Services
03.2023 - 11.2023
- Led and managed the Partner Success department, overseeing its functioning and productivity.
- Established and worked towards strategic departmental goals and effectively managed the departmental budget.
- Effectively communicated job expectations to staff and guided them to ensure team success.
- Conducted training and seminars for continuous skills improvement, enhancing the capabilities of department members.
- Ensured the maintenance of high levels of productivity and upheld the highest standards of quality.
Quality Business Reporting Analyst
Ubiquity Global Services
05.2021 - 02.2023
- Collected and analyzed data to provide valuable insights and recommendations for informed business decisions.
- Created and maintained reports and dashboards to track key performance indicators (KPIs) and identify trends for actionable decision-making.
- Collaborated closely with cross-functional teams to understand business needs and requirements for reporting and analysis.
- Spearheaded the successful implementation of the Red Flag Automation Project across all Ubiquity sites, significantly enhancing operational efficiency and data accuracy.
- Identified opportunities for process improvement and automation, enhancing the efficiency and effectiveness of reporting processes.
- Effectively communicate findings and insights to stakeholders through presentations and written reports.
- Achieved a 50% increase in compliance by facilitating compliance tracking and identifying root causes for non-compliance.
Human Resource Manager
3D COMM ENGINEERING & CONSTRUCTIONS SERVICES
05.2020 - 06.2021
- Responsible for the recruitment and selection of new employees. I am involved in creating job descriptions, posting job openings, conducting interviews, and making hiring decisions.
- Ensure that new employees are properly onboarded and oriented to the organization. Including training, explaining company policies, and helping new hires adapt to their roles.
- Handle employee relations, which includes addressing workplace conflicts, grievances, and disciplinary matters. Maintain a positive and productive work environment.
- Devised hiring and recruitment policies for a 70-employee company.
Travel Specialist
Teleperformance
01.2015 - 01.2019
- Expertly planned and sold transportation, accommodations, insurance, and other travel services to meet customer needs.
- Collaborated with clients to determine their travel requirements and provided advice on suitable destinations, modes of transportation, travel dates, costs, and accommodations.
- Booked transportation, made hotel reservations, and handled the collection of payments and fees. Utilized promotional techniques and prepared promotional materials to market itineraries and tour packages effectively.
Subject Matter Expert
Teleperformance
01.2015 - 01.2019
- Demonstrated a deep understanding and proficiency in best practices within my area of expertise.
- Conducted call monitoring and provided valuable trend data to the site management team for continuous improvement.
- Effectively utilized a quality monitoring data management system to compile and track team and individual performance.
- Actively participated in customer and client listening programs to identify and address customer needs and expectations.
- Delivered actionable data to various internal support groups, contributing to overall performance enhancement efforts.
Operations Supervisor Tier 1, Nesting Supervisor, and Operations Supervisor Tier 2
Teleperformance
01.2015 - 01.2019
- Effectively supervised a team of 15-18 agents, providing intensive one-on-one coaching and mentoring to optimize their performance.
- Produced daily reports for assistant managers, including Key Performance Indicators (KPIs), week-over-week performance analysis, and month-over-month comparisons.
- Conducted weekly call listening sessions and facilitated calibration of quality guidelines and refresher courses such as ZTP (Zero Tolerance Policy) and call flow to ensure consistent service quality.
- Actively participated in customer and client listening programs to identify customer needs and expectations.
- Delivered actionable data to various internal support groups, contributing to the enhancement of overall performance.
- Transferred essential skills to agents with the potential to become Subject Matter Experts (SMEs) or supervisors. Managed new hire agents and ensured their smooth onboarding and integration into the team.
Technical Support Representative
PanAsiatic Call Center Solutions Inc.
02.2011 - 07.2012
- Effectively utilized customer-provided information to identify and diagnose technical problems, demonstrating strong problem-solving and technical skills.
- Offered clear and detailed guidance to customers to help them resolve various technical issues, showcasing the ability to communicate complex technical information effectively.
- Responded to incoming phone calls and offered support to callers experiencing network and device problems.
- Consistently demonstrated high-quality performance month over month, leading to a well-deserved promotion after 8 months from being hired.
Quality Assurance Specialist
PanAsiatic Call Center Solutions Inc.
02.2011 - 07.2012
- Played a crucial role in the design of call monitoring formats and quality standards.
- Conducted call monitoring and provided trend data to the site management team to improve service quality.
- Utilized a quality monitoring data management system to compile and track performance at team and individual levels.
- Actively participated in customer and client listening programs to identify customer needs and expectations.
- Provided actionable data to various internal support groups to enhance overall service quality.
- Coordinated and facilitated call calibration sessions for call center staff, ensuring consistency in service delivery.
- Delivered constructive feedback to call center team leaders and managers for continuous improvement.
- Prepared and analyzed internal and external quality reports for management staff review, contributing to performance enhancement efforts.
Education
Bachelor of Science - Business Administration
North Negros College
Cadiz, Province Of Negros Occidental, Philippines11-2024
Bachelor of Science in Commerce - Business Administration
University of St. La Salle
Bacolod City, Negros Occidental11.2010
High School Diploma -
Negros Occidental High School
Bacolod City, Negros Occidental04.2006
Skills
- Strong organizational skills
- Sharp problem solver with a focus on employing analytic methods
- Quick learner
- Adaptive team player with an objective-oriented approach
- Professional and friendly demeanor
- Results-oriented and client-focused
- Works well without supervision
- Competent troubleshooting skills
- Careful and active listener
- Multi-tasking
- Ability to handle pressure effectively
- People-oriented
- Computer Proficiency
- Web Navigation
- Microsoft Office Suite Applications
- Strong communication skills in English, both over the phone, in chat, and via email
Certification
- Certified Six Sigma - Green Belt, Ubiquity Global Services - November 2023
- Certified Root Cause Analysis, Ubiquity Global Services - November 2023
Languages
English
Upper intermediate (B2)
Interests
Process Improvement
Data Visualization
Business Strategy
Learning New Tools (eg, CRM, Project Management Software)
Software
CRM Platforms: Zendesk, Zoho CRM, HubSpot
Project Management: ClickUp, Asana
Billing & Finance: Zoho Billing, Stripe
Data & Reporting: Microsoft Excel (Advanced), Google Sheets
Communication & Collaboration: Slack, Zoom, Google Workspace, Microsoft Teams
Quote
Success is not final; failure is not fatal: It is the courage to continue that counts.
Winston S. Churchill
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
Quality Control Specialist
Aspen Field Services
01.2025 - Current
Billing Associate
Gym Launch Secrets
03.2024 - 11.2024
Department Manager, Partner Success
Ubiquity Global Services
03.2023 - 11.2023
Quality Business Reporting Analyst
Ubiquity Global Services
05.2021 - 02.2023
Human Resource Manager
3D COMM ENGINEERING & CONSTRUCTIONS SERVICES
05.2020 - 06.2021
Travel Specialist
Teleperformance
01.2015 - 01.2019
Subject Matter Expert
Teleperformance
01.2015 - 01.2019
Operations Supervisor Tier 1, Nesting Supervisor, and Operations Supervisor Tier 2
Teleperformance
01.2015 - 01.2019
Technical Support Representative
PanAsiatic Call Center Solutions Inc.
02.2011 - 07.2012
Quality Assurance Specialist
PanAsiatic Call Center Solutions Inc.
02.2011 - 07.2012
Bachelor of Science - Business Administration
North Negros College
Bachelor of Science in Commerce - Business Administration
University of St. La Salle
High School Diploma -
Negros Occidental High School
Similar Profiles
Danielle ButterworthDanielle Butterworth
Department Manager at Aspen Field ServicesDepartment Manager at Aspen Field Services
Jacob JulanderJacob Julander
Manager of Operations at Aspen Field ServicesManager of Operations at Aspen Field Services
JOSEPH ROMALJOSEPH ROMAL
Boilermaker/Welder at Field Mining Services Group/CQ Field Mining ServicesBoilermaker/Welder at Field Mining Services Group/CQ Field Mining Services
Aldrin BoloniasAldrin Bolonias
Barbers Hair Stylist at TUF BarbershopBarbers Hair Stylist at TUF Barbershop
Glory May PanoyGlory May Panoy
Teacher at Dr. Vicente F. Gustilo Memorial National High SchoolTeacher at Dr. Vicente F. Gustilo Memorial National High School