CRM Platforms: Zendesk, Zoho CRM, HubSpot
Clark Journies Sampiano
Operations & Quality Leader
Cadiz City,NEC
Work Preference
Summary
Operations and Support Leader with 10+ years of experience in customer service, quality assurance, and people management across BPO and virtual assistant environments. Bachelor’s degree in Business Administration with proven success leading cross-functional teams supporting client success, billing operations, and business reporting. Highly proficient in CRM and workflow platforms including ClickUp, Zendesk, Zoho, HubSpot, and related systems. Recognized for driving process improvement, operational efficiency, quality standards, and data-driven decision-making.
Overview
15
15
years of professional experience
Work History
Quality Control Team Leader
Aspen Field Services
08.2025 - 02.2026
- Led regular 1:1 coaching sessions with team members to drive performance improvement, accountability, and professional development.
- Identified operational and quality gaps through root-cause analysis and partnered with CX and Operations to design corrective actions, training programs, and scalable solutions.
- Developed, documented, and maintained Standard Operating Procedures (SOPs) to standardize workflows and improve quality, efficiency, and compliance.
- Designed and facilitated onboarding and continuous training programs focused on quality standards, best practices, and performance expectations.
- Built strong cross-functional partnerships with Operations, CX, and Leadership to align goals, reduce friction, and promote a unified “one-team” culture.
- Analyzed QC return trends and defect patterns; collaborated with processing teams to reduce error rates and improve first-pass yield.
- Created and maintained comprehensive process documentation, knowledge base articles, and internal playbooks.
- Drove an A-Player culture by reinforcing performance excellence, accountability, and adherence to company core values.
- Supported continuous improvement initiatives using data-driven insights, KPIs, and quality metrics.
Quality Control Specialist
Aspen Field Services
01.2025 - 07.2025
- 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.
Customer Service Representative
Rakuten Travel Xchange
10.2022 - 02.2023
- Confirm hotel bookings and ensure the right hotel has been booked by the supplier
- Monitor fresh desk tickets for incoming emails and issues
- Attend to incoming calls for customer issues, coordinating between supplier and client
- Submit daily customer service report on activities performed according to template
- Any other ad hoc tasks assigned
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.
Operations Supervisor Tier 1, Nesting Supervisor, and Operations Supervisor Tier 2
Teleperformance
10.2016 - 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.
Subject Matter Expert
Teleperformance
04.2016 - 09.2016
- 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.
Travel Specialist
Teleperformance
01.2015 - 03.2016
- 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.
Quality Assurance Specialist
PanAsiatic Call Center Solutions Inc.
11.2011 - 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.
Technical Support Representative
PanAsiatic Call Center Solutions Inc.
02.2011 - 10.2011
- 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.
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 Occidental, Philippines11.2010
High School Diploma -
Negros Occidental High School
Bacolod City, Negros Occidental, Philippines04.2006
Skills
- Quality goal development
- 5S
- Team Training
- Strong organizational skills
- Adaptive team player with an objective-oriented approach
- Professional and friendly demeanor
- Results-oriented and client-focused
- Works well without supervision
- Multi-tasking
- People-oriented
- Operational excellence
Certification
- Certified Six Sigma - Green Belt, Ubiquity Global Services - November 2023
- Certified Root Cause Analysis, Ubiquity Global Services - November 2023
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
Success is walking from failure to failure with no loss of enthusiasm.
Winston Churchill
Software
Data & Reporting: Microsoft Excel (Advanced), Google Sheets
Project Management: ClickUp, Asana
Communication & Collaboration: Slack, Zoom, Google Workspace, Microsoft Teams
Billing & Finance: Zoho Billing, Stripe
Shopify
Publuu
Languages
English
Upper intermediate (B2)
Interests
Process Improvement
Learning New Tools (eg, CRM, Project Management Software)
Data Visualization
Business Strategy
Timeline
Quality Control Team Leader
Aspen Field Services
08.2025 - 02.2026
Quality Control Specialist
Aspen Field Services
01.2025 - 07.2025
Billing Associate
Gym Launch Secrets
03.2024 - 11.2024
Department Manager, Partner Success
Ubiquity Global Services
03.2023 - 11.2023
Customer Service Representative
Rakuten Travel Xchange
10.2022 - 02.2023
Quality Business Reporting Analyst
Ubiquity Global Services
05.2021 - 02.2023
Human Resource Manager
3D COMM ENGINEERING & CONSTRUCTIONS SERVICES
05.2020 - 06.2021
Operations Supervisor Tier 1, Nesting Supervisor, and Operations Supervisor Tier 2
Teleperformance
10.2016 - 01.2019
Subject Matter Expert
Teleperformance
04.2016 - 09.2016
Travel Specialist
Teleperformance
01.2015 - 03.2016
Quality Assurance Specialist
PanAsiatic Call Center Solutions Inc.
11.2011 - 07.2012
Technical Support Representative
PanAsiatic Call Center Solutions Inc.
02.2011 - 10.2011
Bachelor of Science in Commerce - Business Administration
University of St. La Salle
High School Diploma -
Negros Occidental High School
Bachelor of Science - Business Administration
North Negros College