Patrick James Cadag
Supervisior
Meycauayan,Bulacan
Summary
Dedicated and results-driven customer experience professional with over 5 years of progressive experience in customer support and team leadership. Proven ability to resolve customer concerns efficiently while managing high-performing teams. Adept at fostering a positive work environment, ensuring client satisfaction, and meeting performance metrics in fast-paced BPO environments.
Overview
6
6
years of professional experience
Work History
Supervisor of Operations
IntouchCX
Cubao
03.2023 - Current
- Lead and manage a team of customer service representatives, ensuring adherence to KPIs and performance standards
- Conduct coaching sessions, performance evaluations, and team meetings to drive individual and group improvement
- Collaborate with upper management to develop strategies for process improvements and client satisfaction
- Handle escalations as complex customer issues with professionalism and efficiency
- Resolved conflicts between employees swiftly and professionally, maintaining a harmonious workplace atmosphere conducive to collaboration
- Achieved high levels of customer satisfaction with consistent attention to detail and effective communication skills
- Managed scheduling and workload distribution, maximizing productivity without overwhelming team members or compromising quality of work
Customer Service Representative II
TaskUs
Meycauayan
10.2022 - 07.2023
- Provided expert-level support across various channels including phone, chat, and email
- Mentored junior agents, assisting in training and onboarding of new hires
- Demonstrated excellent problem-solving skills, consistently exceeding performance benchmarks
Customer Service Representative
TaskUs
Meycauayan
07.2019 - 03.2023
- Delivered high-quality customer support by addressing inquiries resolving issues, and ensuring satisfaction
- Maintained a high level of accuracy professionalism in all customer interaction
- Achieved performance goals including quality assurance, productivity, and customer satisfaction metrics
Education
Bachelor of Science - Marketing Management
Lyceum of The Philippines University
Intramuros, Metro Manila, Philippines 04.2001 -
High School Diploma -
St. Mary's Academy of Sto. Nino
Meycauayan, Province Of Bulacan, Philippines 04.2001 -
Skills
- Team Leadership and Coaching
- Customer Service and Support
- Conflict Resolution
- Performance Management
- CRM Tools (eg, Zendesk, Salesforce, Kustomer)
- Communication and Interpersonal Skills
- Process Improvement
- Call Center Operations
Timeline
Supervisor of Operations
IntouchCX
03.2023 - Current
Customer Service Representative II
TaskUs
10.2022 - 07.2023
Customer Service Representative
TaskUs
07.2019 - 03.2023
Bachelor of Science - Marketing Management
Lyceum of The Philippines University
04.2001 -
High School Diploma -
St. Mary's Academy of Sto. Nino
04.2001 -
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