Summary
Work History
Education
Overview
Skills
References
Professional Highlights
Timeline
AssistantManager
PATRICK JASON HIPOLITO

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.

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

Overview

2022
2022
years of professional experience
3
3
years of post-secondary education

Skills

MS Windows/iOS

MS Office /MS 365

Cisco

Kronos

Citrix

Sales Force

Follow-up boss

Canva

Adobe Premiere

Google Suite Tools

Customer Relations

Customer Service

Call center experience

Data Entry

Email management

Coaching and Feedback

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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PATRICK JASON HIPOLITOTeam Leader