Jomar Ocampo
QUEZON CITY
Summary
Reliable Customer Service Representative with extensive track record in demanding account management environments. Strong presenter, communicator and problem solver working effectively and productively with diverse customers and individual needs.
Overview
17
17
years of professional experience
Work History
Senior Customer Service Representative
Collective Solution
06.2023 - Current
- Makes outbound calls to custodians of records for a records retrieval company in the US
Subject Matter Expert
Sutherland
07.2021 - 06.2023
- Performs audits of emails and letters sent to consumers for a famous confectionery and food brand across North American, European, and ANZ markets
- Also provides feedback on process and agent performance
- Provides support to agents when clarification regarding a certain process is needed
Customer Service Representative
Sutherland
10.2020 - 07.2021
- Answers consumer enquiries and complaints for a famous confectionery and food brand across North American, European, and ANZ markets
Customer Service Representative
Concentrix
02.2019 - 10.2020
- Answers account, app, incentive, and trip queries for a ridehailing app's market in Singapore
Customer Service Representative
Taskus
08.2018 - 02.2019
- Answers account and trip queries for a ride sharing app's market in the UK
Subject Matter Expert
Transcom
03.2015 - 08.2018
- Answers escalated calls for a US-based logistics company
- Provides support to agents in assisting their customers
- Provides feedback for the development of agents
Customer Service Representative
Transcom
08.2014 - 03.2015
- Answers tracking inquiries for a US-based logistics company
Customer Service Representative
Teleperformance
01.2011 - 07.2014
- Answers billing and subscription inquiries for a publishing company based operating in Australia and New Zealand
- Places orders over the phone for customers who received promotional materials
Customer Service Representative
Ibex Global
10.2009 - 12.2010
- Takes orders over the phone for a US-based retail company
Customer Service Representative
Sitel
12.2007 - 10.2009
- Handles delivery inquiries and sales retention for a US-based retail company
Education
AB - Political Science
Universidad de Manila
01.2005
Skills
- Microsoft Office
- Google Workspace
- CRM software
- Live chat support
- Call control
- De-escalation techniques
- Account management
- Service recommendations
- Payment processing
- Customer support
- Membership renewals
- Team monitoring
- Escalation management
- Returns and exchanges
- Email management
- Order fulfillment
- Complaint resolution
- Call auditing
- Staff training
- Virtual assistance
References
References available on request.
Languages
- English
- Spanish
Personal Information
- Place of Birth: Manila
- Date of Birth: 07/18/87
- Gender: Male
Timeline
Senior Customer Service Representative
Collective Solution
06.2023 - Current
Subject Matter Expert
Sutherland
07.2021 - 06.2023
Customer Service Representative
Sutherland
10.2020 - 07.2021
Customer Service Representative
Concentrix
02.2019 - 10.2020
Customer Service Representative
Taskus
08.2018 - 02.2019
Subject Matter Expert
Transcom
03.2015 - 08.2018
Customer Service Representative
Transcom
08.2014 - 03.2015
Customer Service Representative
Teleperformance
01.2011 - 07.2014
Customer Service Representative
Ibex Global
10.2009 - 12.2010
Customer Service Representative
Sitel
12.2007 - 10.2009
AB - Political Science
Universidad de Manila
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