PAUL PASCOBELLO
Customer Service Specialist | Driving Customer Satisfaction & Team Success
Dumaguete City
Summary
Experienced customer service, sales, and leadership professional with 10+ years in the outsourcing industry. Proven success as an executive assistant, customer service specialist, coach, trainer, and team leader, driving team performance and customer satisfaction. Highly organized and detail-oriented professional with strong background in communication and collaboration, administrative support, problem-solving skills, and reliable needed to achieve positive results in dynamic and fast-paced environments.
Overview
18
18
years of professional experience
6
6
years of post-secondary education
6
6
Certifications
Work History
Part-time Teacher and Freelance Subject Tutor
Division Of Negros Oriental
06.2020 - 04.2024
- Prepared quizzes, tests and examinations to gauge how well students were learning.
- Created lessons and online testing materials to facilitate remote learning.
- Shifted between formal and informal methods of teaching to keep students engaged.
- Worked cooperatively with other teachers, administrators, and parents to help students reach learning objectives.
- Enhanced classroom engagement through the use of interactive teaching methods, such as group projects and hands-on activities.
- Modified lessons and curriculum to accommodate diverse learners by using strategies such as peer-assisted learning and group work.
Team Lead
The Black Tux Fashion | Company Students Only Philippines Incorporated
02.2017 - 12.2019
- Implemented process improvements that led to reduced turnaround times for critical tasks without compromising quality.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
- Communicated KPIs outlined in the annual plan to inform employees of expectations and deliverables.
- Evaluated staff performance and provided coaching to address inefficiencies.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Assisted in recruitment of new team members, hiring highest qualified to build team of top performers.
- Conducted regular reviews of operations and identified areas for improvement.
- Coached team members in techniques necessary to complete job tasks.
Tier 2 Associate
Students Only Philippines Incorporated
06.2016 - 02.2017
- Assisted SOPHI Management in making sure all policies and processes were administered honestly, consistently, and with sound judgment
- Served as support in case any TL is on leave or on rest day.
- Offered assistance in implementing and developing training programs.
Executive Assistant
Global Semesters, Inc. | Students Only Philippines Incorporated
05.2014 - 12.2016
- Managed the day-to-day operations of the academic coordination department
- Provided administrative support to the client like managing emails, setting up meetings and following up.
- Assisted with marketing and promotional activities for study abroad programs
- Successfully increased the number of students admitted and enrolled in study abroad programs through consistent communication and outreach efforts
- Coordinated with faculty and staff from the different universities and colleges in the U.S to establish partnerships with Global Learning Semesters
- Created reports for the number of leads generated and the number of enrollees
- Assisted the team lead in making sure that the policies and processes of the company and client are in place.
Course Advisor
EDistance Learning | Students Only Philippines Incorporated
06.2013 - 04.2014
- Advised students on course selection, program requirements, and career paths aligned with their academic goals
- Addressed questions and concerns related to program details, enrollment procedures, technical difficulties, and online learning resources
- Identified potential students through various channels like online marketing and cold calling.
Team Leader
Teletech Customer Care, Management Incorporated
03.2011 - 04.2013
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Mentored and guided employees to foster proper completion of assigned duties.
- Streamlined workflows for increased efficiency reduce turnaround times for critical tasks.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Managed leave requests and absences and arranged covers to facilitate the smooth flow of operations.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Implemented employee recognition programs that boosted morale and increased retention rates within the team.
RTM (Real-Time Monitoring)
Charter Communications | Teletech Customer Care, Management Incorporated
01.2010 - 02.2011
- Worked and coordinated with Operation Support Specialists to ensure that Schedule compliance and compliance issues are closely monitored to meet the required staffing
- Monitored schedule adherence, average handling time, and hold time of the agents and provided data and feedback to operations.
Account Auditor (Net Promoter Score and First Call Resolution)
Teletech Customer Care, Management Incorporated
01.2010 - 02.2011
- Validated and made analysis on associates net promoter scores and first call resolution scores; sent validated results and provided a summary report to operations
Sales Coach
Charter Communications | Teletech Customer Care, Management Incorporated
05.2009 - 02.2011
- Conducted regular coaching sessions with associates on meeting goals
- Conducted call monitoring sessions with the assigned team to ensure proper call flow is being followed and service to sales principles are followed when applicable
- Increased Client’s Sales Revenue
- Enhanced positive customer experience through needs-based discussion
- Motivated the associates through the sharing of selling techniques, best practices, and testimonials
- Acknowledged and rewarded team and team members’ accomplishments, as well as exceptional performance in sales.
Customer Service Representative (Inbound, Outbound, and Chat)
Charter Communications | Teletech Customer Care, Management Incorporated
09.2006 - 04.2009
- Provided exceptional customer service via phone and chat, addressing inquiries related to billing statements, payments, late fees, service plans, and other billing-related matters
- Proactively identify upselling and cross-selling opportunities through customer needs
- Resolved customer billing-related issues promptly and effectively, maintaining a high level of customer satisfaction.
- Maintained up-to-date knowledge of product and service changes.
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating the company website and placing online orders, improving the overall user experience.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
Education
Master of Arts - Sociology
Negros Oriental State University
Dumaguete, Province Of Negros Oriental, Philippines 04.2001 -
Continuing Professional Education - Social Sciences
Negros Oriental State University
Dumaguete, Province Of Negros Oriental, Philippines 06.2016 - 05.2017
Bachelor of Arts - Political Science
Foundation University
Dumaguete, Province Of Negros Oriental, Philippines 05.2003 - 05.2006
Bachelor of Arts Major in Social Science - undefined
Negros Oriental State University
06.2001 - 05.2003
Skills
Customer Service and Relationship Buildingundefined
Certification
Working as a Virtual Assistant Course, Alison Courses, 04/2024
Timeline
Part-time Teacher and Freelance Subject Tutor
Division Of Negros Oriental
06.2020 - 04.2024
Team Lead
The Black Tux Fashion | Company Students Only Philippines Incorporated
02.2017 - 12.2019
Tier 2 Associate
Students Only Philippines Incorporated
06.2016 - 02.2017
Continuing Professional Education - Social Sciences
Negros Oriental State University
06.2016 - 05.2017
Executive Assistant
Global Semesters, Inc. | Students Only Philippines Incorporated
05.2014 - 12.2016
Course Advisor
EDistance Learning | Students Only Philippines Incorporated
06.2013 - 04.2014
Team Leader
Teletech Customer Care, Management Incorporated
03.2011 - 04.2013
RTM (Real-Time Monitoring)
Charter Communications | Teletech Customer Care, Management Incorporated
01.2010 - 02.2011
Account Auditor (Net Promoter Score and First Call Resolution)
Teletech Customer Care, Management Incorporated
01.2010 - 02.2011
Sales Coach
Charter Communications | Teletech Customer Care, Management Incorporated
05.2009 - 02.2011
Customer Service Representative (Inbound, Outbound, and Chat)
Charter Communications | Teletech Customer Care, Management Incorporated
09.2006 - 04.2009
Bachelor of Arts - Political Science
Foundation University
05.2003 - 05.2006
Bachelor of Arts Major in Social Science - undefined
Negros Oriental State University
06.2001 - 05.2003
Master of Arts - Sociology
Negros Oriental State University
04.2001 -
Working as a Virtual Assistant Course, Alison Courses, 04/2024
SOPHI Management Program, 01/2017 - 04/2017
Lean Principles, Tools and Methodology Training, 03/2017 - 03/2017
Leadership Program, 04/2016 - 04/2016
Call Center Fundamentals, 04/2012 - 04/2012
Charter Sales Program Mentor, 06/2011 - 12/2011
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