EMMANUEL REPRADO BELOSO
Electronics Engineer
Rizal
Summary
Highly experienced Technical Support Specialist and former Call Center Supervisor with over 15 years of telecommunications and customer service experience across major Australian and US telco accounts (iiNet, Internode, TPG, Telstra, Sprint). Strong background in technical troubleshooting, broadband technologies, quality assurance, team leadership, billing resolution, and customer experience improvement. Adept in handling high-volume operations, escalations, and strategic process enhancements.
Overview
20
20
years of professional experience
Work History
Associate Technical Support
Tech Mahindra OCSI (formerly TPG OCSI Pasig)
Pasig City
02.2022 - 10.2025
- Diagnosed, resolved, and guided customers through step-by-step solutions for NBN technologies (FTTP, FTTN/B, HFC, Fixed Wireless, Satellite, Ultra Cable, VDSL), Mobile, 4G/5G Home Wireless Broadband.
- Provided technical support for broadband, networking, Wi-Fi, DNS, email, PPPoE, cabling, modem setup, and IPTV through inbound/outbound calls, SMS, and email.
- Escalated complex and unresolved Level 1 broadband issues, outages, service provisioning concerns, account migration cases, access issues, and system tool problems via iiNet CRM and ticketing tools.
- Handled billing disputes, invoice reissuance, adjustments, payment arrangements, credits, and refunds.
- Processed service add-on removals, account ownership changes, and escalations to Cancellations or Customer Care for service churn.
- IiNet / Internode / TPG Telco Accounts
Call Center Supervisor
Teleperformance SM Fairview / Fairview Terraces
Quezon City
01.2013 - 12.2021
- Monitored call quality and delivered coaching to improve agent performance and customer satisfaction.
- Developed team members for leadership readiness and succession planning.
- Implemented incentives, team engagement, and morale-boosting activities.
- Prepared operational and performance reports used for business decisions and strategic planning.
- Reduced workflow bottlenecks by cross-training agents on technical, procedural, and customer service practices.
- Coordinated with training teams to enhance product knowledge and certification programs.
- Managed escalations, documented case details, and ensured accurate handling of inbound and outbound client communications.
- Telstra Australia & PLDT Telco Accounts – Consumer & Business
Technical Support Representative L1/L2/SME
Teleperformance EDSA Greenfield / SM Fairview
Manila
04.2009 - 01.2013
- Resolved a wide range of technical issues across various Telstra systems and applications.
- Assisted customers in identifying technical problems and provided clear, effective solutions to restore broadband functionality.
- Handled high call volumes, Tier 1 and Tier 2 escalations, and coordinated hardware replacement, advanced technical investigations, or technician dispatch through Telstra/NBN.
- Telstra Australia – Consumer
Customer Service Representative
Teleperformance Octagon / EDSA Greenfield
Mandaluyong City
08.2005 - 04.2009
- Ensured customer satisfaction by resolving billing, activation, and basic troubleshooting concerns for Sprint USA customers.
- Promoted mobile products, add-ons, and service upgrades that addressed technical or billing issues.
- Responded to customer inquiries regarding services, products, and account information.
- Sprint USA Mobile Account
Education
Bachelor of Science - Electronics Engineering
Technological Institute of The Philippines
Quiapo, Manila12.2001
Skills
- Technical Support & Troubleshooting
- Quality Assurance & Coaching
- Customer Experience Improvement
- Strategic Planning
- Process Updates & Documentation
- Tools Monitoring & Reporting
- Billing Dispute Calculation
- Employee Engagement & Team Development
- Systems Proficiency
- Novus
- Citrix
- SNBS
- PJIRA
- Salesforce
- Sapphire
- SIIAM
- QI360
- Windows OS
Accomplishments
Multiple Top Technical Support Representative Awards under TPG Telecom Awards and Recognitions and 1 time Superstar Award
Telstra Supersite Award Top 3 BIG Team Lead and Most Engaged Support Award
Telstra Multiple Silver Lead Awards and Most Consistent Team FCR7
Telstra Multiple Top 2 Wireless Agent
Sprint Multiple Issue Resolve Award and 1 time Crown Perks Award
Sprint Multiple Quality Award and 1 time Most Consistent Award
Timeline
Associate Technical Support
Tech Mahindra OCSI (formerly TPG OCSI Pasig)
02.2022 - 10.2025
Call Center Supervisor
Teleperformance SM Fairview / Fairview Terraces
01.2013 - 12.2021
Technical Support Representative L1/L2/SME
Teleperformance EDSA Greenfield / SM Fairview
04.2009 - 01.2013
Customer Service Representative
Teleperformance Octagon / EDSA Greenfield
08.2005 - 04.2009
Bachelor of Science - Electronics Engineering
Technological Institute of The Philippines