Jesus F. Basco Jr
BACK OFFICE SALES SUPPORT / CUSTOMER SERVICE SALES SPECIALIST / LOGISTICS SPECIALIST / TEAM LEADER / GUEST SERVICE AGENT
GMA Cavite
Summary
Results-oriented professional with over a decade of experience in international luxury hospitality and telecommunications customer service. Expert in managing teams, optimizing operations, and enhancing customer experiences to drive sales growth. Strong leader skilled in building customer relationships and executing business objectives in fast-paced environments.
Overview
12
12
years of professional experience
Work History
CUSTOMER SERVICE & SALES SPECIALIST / BACK OFFICE SALES SUPPORT
IQOR RMS COLLECT INC
11.2024 - Current
- Resolved an average of 25 customer inquiries daily via phone, email, and live chat, consistently maintaining a 70% satisfaction rating.
- Acted as the primary point of contact for escalations, utilizing active listening and conflict-resolution skills to de-escalate tense situations and retain at-risk accounts.
- Accurately managed and updated customer profiles within Salesforce to ensure seamless data tracking and team alignment.
- Exceeded individual sales quotas by 100% for 6 consecutive quarters through proactive product recommendation and effective objection handling.
FREELANCE LOGISTICS & DELIVERY SPECIALIST
TRANSPORTIFY PHILIPPINES
01.2024 - 11.2024
- Managed end-to-end logistics and on-demand deliveries for corporate and individual clients utilizing the Transportify platform.
- Maintained a 100% driver rating by ensuring safe, on-time transportation of goods, fragile items, and bulk cargo.
- Optimized daily routes using GPS and platform analytics, reducing fuel consumption and increasing delivery efficiency by 80%.
TEAM LEADER/SUPERVISOR
CONCENTRIX CVG PHILS INC
07.2019 - 01.2024
- Analyzed daily performance metrics (AHT, CSAT, Sales and Resolution rate) to identify performance gaps and implement targeted coaching plans.
- Designed and delivered specialized sales training modules on objection handling and value-based selling, reducing team ramp-up time for new hires.
- Served as the final point of escalation for complex customer issues, successfully resolving high-risk complaints and retaining crucial customer accounts.
GUEST SERVICE AGENT
MAJESTIC HOTEL KUALA LUMPUR
07.2014 - 07.2019
- Maintained a 85% guest satisfaction rating by proactively anticipating guest needs, providing local recommendations, and delivering personalized service.
- Managed room inventory, processed bookings, and logged guest preferences using Property Management Systems (PMS) like OPERA to enhance operational efficiency.
- Audited guest ledgers and resolved billing disputes calmly, ensuring accurate room posting, tax applications, and incidental charges.
Education
Bachelor of Science - Business Administration Major in Business Management
EARIST CAVITE CAMPUS
GMA, Cavite01-2011
Secondary Education -
ACADEME OF ST JUDE THADDEUS
GMA, Cavite01-2009
Skills
Sales process optimization
Upselling and cross selling
Order Fulfillment
Customer satisfaction
Objection resolution
Complaint resolution
KPI analysis
Call center operations
CRM systems
Market Research
Team collaboration
FLUENT IN ENGLISH
Timeline
CUSTOMER SERVICE & SALES SPECIALIST / BACK OFFICE SALES SUPPORT
IQOR RMS COLLECT INC
11.2024 - Current
FREELANCE LOGISTICS & DELIVERY SPECIALIST
TRANSPORTIFY PHILIPPINES
01.2024 - 11.2024
TEAM LEADER/SUPERVISOR
CONCENTRIX CVG PHILS INC
07.2019 - 01.2024
GUEST SERVICE AGENT
MAJESTIC HOTEL KUALA LUMPUR
07.2014 - 07.2019
Bachelor of Science - Business Administration Major in Business Management
EARIST CAVITE CAMPUS
Secondary Education -
ACADEME OF ST JUDE THADDEUS