John Carlo Duro
Customer Service Representative And Sales Specialist
Manila
Summary
Results-driven customer service professional with 15 years of experience in the BPO industry, specializing in sales, retention, and financial collections. Proven ability to build strong customer relationships, resolve complex concerns, and drive revenue through effective communication and negotiation skills. Adept at handling high-volume interactions while maintaining professionalism and delivering excellent customer experience.
Overview
17
17
years of professional experience
Work History
Debt Collection Specialist
EMAPTA Offshore Staffing
10.2024 - Current
- Maintained accurate and up-to-date records in collection management systems, ensuring efficient tracking and reporting of account statuses.
- Expedited payment arrangements with debtors using persuasive techniques while treating them fairly and respectfully.
- Contributed to the ongoing success of the collections team by sharing knowledge, expertise, and best practices with colleagues for continuous improvement efforts.
- Mitigated potential legal issues by ensuring strict adherence to federal and state regulations governing debt collections.
Customer Solutions Officer
Citigroup Business Process Solutions
11.2015 - 07.2024
- Responsible for assisting our Citi Retail and Card clients. Also a subject matter expert within the department.
- As a Training Support Professional/SME, provides support to new joiners while in training until their first few months on the job.
- Performs Change Management tasks i.e. training and refresher, policy documentation, review of existing controls and change impact.
- Increased site scores for NPS/RSAT by 15% through exceptional customer service and gap analysis.
- Worked with the manager to resolve customer complaints, improve operations, and provide exceptional customer service.
Sales Specialist
24/7 Customer Service Ltd.
09.2014 - 09.2015
- Conducts cold-calling and cross-selling to promote business sales. Adapted sales techniques and promoted products based on individualized client needs.
- Grew business sales by 5% in 2 months through effective cross-selling, exceptional customer service, and cold calling.
- Resolved all issues efficiently and enhanced customer satisfaction ratings from -20% to 30% in 3 months.
- Instrumental in proposing and implementing of marketing strategies and techniques, increasing revenue and customer satisfaction.
Subject Matter Expert
Access Worldwide
12.2012 - 09.2014
- Lead a team of at least 15 Sales representatives to ensure that quality service is met. Managed quality assurance programs including on-site evaluations, internal audits, and customer surveys.
- Conducts call evaluation. Provides coaching and feedback.
- Developed team communications and information for monthly business meetings.
- Worked with the manager to resolve quality problems, improve operations, and provide exceptional customer service.
Technical Sales Representative
Rainmaker Asia Incorporated
07.2012 - 12.2012
- Recommended products and services that would meet customer needs and explained features and costs so that clients could make sound decisions.
- Answer client’s phone queries regarding products and services.
- Identified and analyzed key competitors and related products.
Sales Representative
VXI Philippines
02.2009 - 07.2012
- Recommended products and services that would meet customer needs and explained features and costs so that clients could make sound decisions.
- Developed and implemented sales strategies to increase revenue.
- Conducted on-site product demonstrations to highlight features, answer customer questions, and redirect concerns toward positive aspects.
- Devised and implemented product strategies for filling market gaps and driving consistent sales.
Education
Bachelor of Science - Business Administration
Pamantasan Ng Lungsod Ng Maynila
Manila, Metro Manila, PhilippinesSkills
Strong Analytical Skills
Efficiency Optimization
Time Management
Customer Relations
Change Management
MS Office
Cold calling
Clear communication
CRM software
Debt recovery
Goal oriented
Sales support
Timeline
Debt Collection Specialist
EMAPTA Offshore Staffing
10.2024 - Current
Customer Solutions Officer
Citigroup Business Process Solutions
11.2015 - 07.2024
Sales Specialist
24/7 Customer Service Ltd.
09.2014 - 09.2015
Subject Matter Expert
Access Worldwide
12.2012 - 09.2014
Technical Sales Representative
Rainmaker Asia Incorporated
07.2012 - 12.2012
Sales Representative
VXI Philippines
02.2009 - 07.2012
Bachelor of Science - Business Administration
Pamantasan Ng Lungsod Ng Maynila