PATRICK JASON HIPOLITO
Team Leader
Calamba City
Summary
Experienced professional in the call center industry with a 7-year background, showcasing progression from frontline roles to a managerial position within a year. Demonstrates excellence in tasks and effective team leadership. Successfully transitioned to a client-centric role as an account manager in a virtual assistant (VA) company, highlighting adaptability and diverse responsibilities. Entrusted with managing client relationships, demonstrating proficiency in technical aspects, and showcasing strong interpersonal skills in enhancing client satisfaction. Dynamic Account Manager offering expertise in building partnerships, retaining key accounts, and enhancing profit channels. Strong leader with proficiency in growing professional networks, influencing decision-makers, and devising successful strategies. Collaborative and strategic team leader with a background in customer relationship management.
Overview
2022
2022
years of professional experience
5
5
years of post-secondary education
Work History
Senior Account Manager/ Team Manager
Virtudesk Philippines
9 2021 - 3 2024
- Client onboarding: Introduce new clients to the virtual assistant services and ensure a smooth onboarding process.
- Gather relevant information about the client's needs, preferences, and expectations.
- Account Maintenance: Regularly check in with clients to assess satisfaction levels and identify any emerging needs.
- Address and resolve any issues or concerns promptly to maintain positive client relationships.
- Communication: Act as the primary point of contact between the client and the virtual assistant company.
- Provide clear and timely communication regarding service updates, enhancements, and changes.
- Performance Reporting: Prepare and deliver regular performance reports to clients, showcasing the impact and value of virtual assistant services.
- Analyze data and metrics to demonstrate the effectiveness of the virtual assistant solutions.
- Mentored junior account managers, fostering their professional growth and skills development within the company.
- Developed long-lasting client relationships by providing exceptional customer service and support.
Team Leader
Kgb Philippines
11.2020 - 05.2021
- Streamlined, effective procedures to ensure appropriate solutions to technical issues are provided in a timely manner.
- Managed a team of technical support agents responsible for identifying hardware and software solutions, troubleshooting technical issues, diagnosing and repairing faults, resolving network issues, and installing/configuring hardware and software.
- Handled technical support team performance reports.
- Ensured high-quality, up-to-date documentation exists for all service arrangements.
- Managed team and individual performance, technical skills, and development.
- Conducted training and coaching.
- Collaborated with peers for adherence and process.
- Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.
Technical Support Representative
KGB Philippines
08.2018 - 03.2020
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
- Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
Customer Service Representative
KGB Philippines
11.2017 - 08.2018
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
Supervisor / Team Lead
Legacy BPO Solutions
05.2017 - 10.2017
- Responsible for assessment of performances with metrics
- Ensured quality standards are being met
- Handled escalations and provided the best capable solutions
- Trained, coached, and developed agents
- Took over calls whenever needed
- Devised ways of optimizing procedures to keep staff motivated to sustain optimum performance
- Assisted in monitoring CSR activities
- Facilitated agents with handle time, efficiency, and schedule adherence
- Ensured 100% adherence to company policy, rules and regulations
Technical Support Representative
Telstra Teletech
01.2017 - 05.2017
- Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
Outbound Sales Representative
Voice Singularity
07.2016 - 12.2016
Customer Service Representative | Technical Support Representative | Retention Specialist
Concentrix Philippines
11.2015 - 06.2016
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Responded to customer requests for products, services, and company information.
Education
Bachelor of Science - Hotel and Restaurant Management
Laguna State Polytechnic University
Los Banos Laguna 01.2010 - 01.2015
Skills
MS Windows/iOS
References
- Hannah May Carvajal, Human Resources Manager, Virtudesk, 09239096122
- Michael Yap, Assistant Call Center Manager, KGB, +63 917 387 9577
- Jess Lupio, Cluster Head, Virtudesk Philippines, +63 936 905 7189
- Mary Jane Aliwalas, Operations Manager, MEDICC, +63 917 153 8508
Professional Highlights
- Promoted as Senior Account Manager within a year of working with Virtudesk
- Promoted as the pioneer Interim Team Manager of Operations Technical Support - 11/2020
- Promoted as an SME - 03/2020
- Provided strong contribution to the site and made it achieved Rank 1 across all vendors for years 2019 and 2020
- Recognized by the management for consistently sustaining service standards and metrics
- Top Agent - 11/2018 and Q3 of 2019
Timeline
Team Leader
Kgb Philippines
11.2020 - 05.2021
Technical Support Representative
KGB Philippines
08.2018 - 03.2020
Customer Service Representative
KGB Philippines
11.2017 - 08.2018
Supervisor / Team Lead
Legacy BPO Solutions
05.2017 - 10.2017
Technical Support Representative
Telstra Teletech
01.2017 - 05.2017
Outbound Sales Representative
Voice Singularity
07.2016 - 12.2016
Customer Service Representative | Technical Support Representative | Retention Specialist
Concentrix Philippines
11.2015 - 06.2016
Bachelor of Science - Hotel and Restaurant Management
Laguna State Polytechnic University
01.2010 - 01.2015
Senior Account Manager/ Team Manager
Virtudesk Philippines
9 2021 - 3 2024
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