Lethel Dapitanon
Cebu, PH
Summary
Seasoned Customer Service and Operations professional with 18 years in the BPO industry, enhancing client experiences for US and European markets. Expertise in remote work, team leadership, quality assurance, and technical support. Strong communicator with a focus on accuracy and consistent performance in fast-paced environments.
Overview
18
18
years of professional experience
Work History
Quality Analyst
Wheelzy LLC (Work From Home)
04.2024 - 11.2025
- Conducted thorough quality inspections on vehicles to ensure compliance with standards.
- Developed and maintained quality documentation and reports for regulatory compliance.
- Reviewed and evaluated recorded customer interactions to enhance service quality.
- Analyzed customer feedback to identify areas for improvement in processes.
- Presented findings to management with actionable recommendations for improvement.
- Collaborate with team leaders/trainers for coaching sessions.
Senior Team Lead
OP360 Inc. (Work From Home)
09.2018 - 03.2024
- Led cross-functional teams to enhance operational workflows and achieve efficiency.
- Streamlined processes to improve service delivery and reduce turnaround times.
- Identified opportunities for process automation or streamlining existing procedures within the department.
- Monitored team performance, set targets, and provided feedback to drive goal achievement.
- Mentored junior staff on best practices and team collaboration techniques.
- Communicate updates, policies, and expectations clearly, and also relay team concerns and suggestions to higher management to foster a supportive work environment.
Technical Support Representative Tier2
24/7 Customer Philippines Inc
04.2016 - 08.2018
- Resolved advanced technical issues escalated from Tier 1, ensuring customer satisfaction.
- Guided Tier 1 agents through escalations, enhancing resolution rates for complex problems.
- Provide in-depth knowledge and tailored solutions to enhance customer satisfaction.
- Following up with customers to provide updates and confirm resolution.
- Shared insights with team members to enhance service quality and streamline support processes.
- Provided technical assistance to customers through phone, email and chat support.
Customer Care Representative Tier 2
Convergys Philippines
12.2007 - 10.2015
- Resolved customer complaints using effective communication and problem-solving skills, ensuring timely resolution and improved customer experience.
- Assisted customers with inquiries about products and services to enhance satisfaction and retention.
- Maintained accurate records of customer interactions using CRM software.
- Trained new representatives on company policies and procedures to ensure consistent service delivery and adherence to standards.
- Collaborated with team members to improve service delivery processes.
Education
Bachelor of Science - Accounting Management
Asian College of Technology
Cebu City, Philippines Skills
References
- Kenny Dinopol, +63 9999233072, kenrhe@gmail.com, QA, Wheelzy LLC
- Judie Ann Habon, +63 9156574143, aharris@officepartners360.com, Senior Team Lead, OP360 Inc.
Timeline
Quality Analyst
Wheelzy LLC (Work From Home)
04.2024 - 11.2025
Senior Team Lead
OP360 Inc. (Work From Home)
09.2018 - 03.2024
Technical Support Representative Tier2
24/7 Customer Philippines Inc
04.2016 - 08.2018
Customer Care Representative Tier 2
Convergys Philippines
12.2007 - 10.2015
Bachelor of Science - Accounting Management
Asian College of Technology