KEMO GIMPAO
Marikina City,Philippines
Summary
Results-driven professional with expertise in training and quality oversight in international customer support. Strengthens team capability and enhances customer outcomes through technical support, auditing, and performance monitoring. Facilitates clear communication and conflict resolution to ensure effective service across operations. Utilises workforce training, call calibration, and root cause analysis to improve consistency and elevate quality control.
Overview
1
1
Language
1
1
Certification
18
18
years of professional experience
Work History
Samsung account NZ (International account (Australia/Inbound and outbound) 2025 -2027. Training and Quality Supervisor.
Concentrix Philippines (BPO)
01.2025 - 01.2027
Samsung account AU (International account (Australia/Inbound and outbound) 2023 -2025. Quality Analyst, Senior
Concentrix Philippines (BPO)
01.2023 - 01.2025
Samsung account AU (International account (Australia/Inbound and outbound) 2019 -2023. Agent to Level II technical support.
Concentrix Philippines (BPO)
01.2019 - 01.2023
Samsung account US (International account (US/Inbound)
Transcom Philippines (BPO)
02.2014 - 06.2018
- Led team operations to optimise workflow efficiency
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Smart account (Local account/Outbound)
Transcom Philippines (BPO)
09.2012 - 02.2014
- Customer service representative/Technical support
- Collaborated with team members to achieve target results.
- Managed complaints with calm, clear communication and problem-solving.
- Maintained clean, safe working environments to eliminate accident risks.
Customer Support Associate
Smart Communications
05.2011 - 06.2012
Accounting Assistant, (OJT)
Ateneo de Manila Multi-Purpose Cooperative
Quezon City
11.2008 - 03.2009
Education
B. S. - Business Administration, Business Finance
Philippine School of Business Administration
04-2009
Secondary -
Rizal High School
Sagad Pasig03-2004
Primary -
Barangka Elementary School
03-2000
Skills
- Quality audit
- Auditing expertise
- Quality control analysis
- Root cause analysis
- Performance monitoring
- Workforce training
- Personnel training
- Conflict resolution
- Team leadership
- Project leadership
- Supervisory experience
- Training and coaching
- Stakeholder management
- Customer service
- Client communication
- Verbal communication
- Communication skills
- Decision making
- Leadership
- Continuous improvement drive
- Excel proficiency
- Project leadership
- Excel proficiency
Character Reference
- Jian Carlo, Gomez, Manager II, 09989877148, Concentrix CVG Philippines
- Joven, Bacud, Supervisor BPO / Business Owner, 09275453929
- Michael, Verde, Manager I, 09151348218, Concentrix CVG Philippines
Languages
English
Upper Intermediate
B2
Certification
- CET Certified (Customer Experience Trainer) - Voice
- CEET Certified (Customer Experience Trainer) - Non Voice
- Evolve Certified (CNX Enhancement Program)
Hobbies and interests
- Playing Magic the Gathering
- Playing Billiards
- Working Out (Gym)
- Playing (Online)
- Playing and Going out with my Kids
Accomplishments
- Multiple Top QA award
- Received 2 Quarterly perfect score from Samsung New Zealand Client
Timeline
Samsung account NZ (International account (Australia/Inbound and outbound) 2025 -2027. Training and Quality Supervisor.
Concentrix Philippines (BPO)
01.2025 - 01.2027
Samsung account AU (International account (Australia/Inbound and outbound) 2023 -2025. Quality Analyst, Senior
Concentrix Philippines (BPO)
01.2023 - 01.2025
Samsung account AU (International account (Australia/Inbound and outbound) 2019 -2023. Agent to Level II technical support.
Concentrix Philippines (BPO)
01.2019 - 01.2023
Samsung account US (International account (US/Inbound)
Transcom Philippines (BPO)
02.2014 - 06.2018
Smart account (Local account/Outbound)
Transcom Philippines (BPO)
09.2012 - 02.2014
Customer Support Associate
Smart Communications
05.2011 - 06.2012
Accounting Assistant, (OJT)
Ateneo de Manila Multi-Purpose Cooperative
11.2008 - 03.2009
B. S. - Business Administration, Business Finance
Philippine School of Business Administration
Secondary -
Rizal High School
Primary -
Barangka Elementary School