Edward Rod Macapili
Panabo, Province Of Davao Del Norte
Summary
Professional with proven expertise in customer support, adept at resolving issues efficiently and enhancing client satisfaction. Strong collaborator who thrives in team environments and adapts readily to changing demands. Skilled in communication, problem-solving, and using CRM software to deliver impactful results. Known for reliability and results-driven approach, ensuring high standards are consistently met.
Overview
14
14
years of professional experience
Work History
Customer Support Specialist
BruntWork
05.2024 - 08.2025
- Developed strong relationships with clients, resulting in repeat business and positive feedback.
- Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
- Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
- Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
Lead Generation / Sr Captain / Sales Development Representative
Wing
09.2022 - 01.2024
- Prospecting and Lead Identification - Generate leads through different channels such as cold calling, emailing, social media, and networking events
- Lead Qualification
- Outbound Sales Activities - Conduct cold calls and send personalized emails to engage with potential clients.
- Performance Tracking and Reporting - Prepare regular reports on key performance indicators (KPIs) such as lead conversion rates, sales pipeline status, and outreach effectiveness.
Lead Generation / Cold Caller
PhoneBeast
08.2021 - 11.2022
- Prospecting and Lead Identification - Research and identify potential clients using various tools, databases, and online platforms.
- Appointment Setting - Schedule appointments and product demonstrations for the sales team with qualified prospects.
- Follow-Up and Nurturing - Maintain a consistent follow-up schedule to keep the company top-of-mind for prospects.
Customer Support / E-Commerce / Email and Chat Support
Savvi Inc
08.2020 - 08.2022
- Customer Assistance and Issue Resolution - Address customer concerns, complaints, and issues efficiently, providing accurate and timely solutions.
- Order Processing and Tracking - Monitor and track order statuses, updating customers on their order progress and delivery timelines.
- Customer Engagement and Relationship Building - Engage with customers to understand their needs and preferences, offering personalized recommendations and solutions.
Lead Generation / Cold Caller
Inspire Home Buyers
08.2019 - 07.2020
- Outbound Calling - Make a high volume of cold calls daily to prospective clients to introduce the company's products or services.
- Data Management and CRM Maintenance - Generate reports on lead generation activities and outcomes to measure effectiveness and identify areas for improvement.
- Market Research and Analysis - Conduct market research to identify new opportunities and trends.
Subject Matter Expert
IBEX Global Phil.
01.2015 - 08.2019
- Training and Mentoring - Providing guidance and support to enhance their understanding and skills in the subject area.
- Coaching, performance monitoring.
- Expertise and Knowledge Sharing - Provide deep and specialized knowledge in a specific subject area.
Supervisor
Teleperformance Phil.
08.2013 - 01.2015
- Supervise and manage a team of agents, includes overseeing their daily activities, providing guidance, and ensuring productivity.
- Set performance goals and targets for team members.
- Generate reports on team performance, productivity, quality metrics, and other key performance indicators.
Customer Service Representative
VXI Global Solution
05.2012 - 03.2013
- Customer Assistance and Inquiry Handling - Respond promptly to customer inquiries related to billing issues, account balances, payment due dates, and transaction histories.
- Billing Issue Resolution - Investigate and resolve billing disputes by reviewing customer accounts and billing records.
- Policy and Procedure Adherence - Follow company policies and procedures for handling billing inquiries and disputes.
Customer Service Representative
CyberCity Teleservices Inc.
03.2011 - 05.2012
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Business Management
UNIVERSITY OF CEBU
05.2007
Bachelor of Science - Business Management
IMMACULATE CONCEPTION ARCHDIOCESAN COLLEGE
05.2004
Skills
- Problem-Solving
- Customer Relations
- Relationship Building
- Strategic leadership
- Team Management
- Project Management
- Data Entry
- Lead Generation / Cold Calling
- Managerial
References
- Shane Pactain, Colleagues / Workmate, 09104926522
- Hermie Darunday, Colleagues, 09169249631
- Rev. Pampito U. Ada, Senior Pastor, 09193431029
Languages
English
Advanced (C1)
Malay
Intermediate (B1)
Spanish
Elementary (A2)
Timeline
Customer Support Specialist
BruntWork
05.2024 - 08.2025
Lead Generation / Sr Captain / Sales Development Representative
Wing
09.2022 - 01.2024
Lead Generation / Cold Caller
PhoneBeast
08.2021 - 11.2022
Customer Support / E-Commerce / Email and Chat Support
Savvi Inc
08.2020 - 08.2022
Lead Generation / Cold Caller
Inspire Home Buyers
08.2019 - 07.2020
Subject Matter Expert
IBEX Global Phil.
01.2015 - 08.2019
Supervisor
Teleperformance Phil.
08.2013 - 01.2015
Customer Service Representative
VXI Global Solution
05.2012 - 03.2013
Customer Service Representative
CyberCity Teleservices Inc.
03.2011 - 05.2012
Bachelor of Science - Business Management
IMMACULATE CONCEPTION ARCHDIOCESAN COLLEGE
Bachelor of Science - Business Management
UNIVERSITY OF CEBU
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