Paul John Villacampa

Progressed from Customer Service Representative to Operations Specialist, then promoted to Team Lead managing multiple sub-teams. Responsible for client revenue reporting and operational oversight to drive efficiency and client satisfaction.

Key Responsibilities:

• Started as a CSR before transitioning to operations specialist handling revenue and client reports.
• Lead and supervise two sub-teams: Billing & Analysis and Scheduling & Dispatch.
• Create and maintain detailed client and revenue reports supporting strategic decision-making.
• Monitor staffing and workload to ensure optimal operational performance and maximize revenue.
• Collaborate with clients to meet performance targets and resolve operational challenges.

Notable Achievements:

• Promoted twice for demonstrated leadership and consistent high performance.
• Successfully managed multiple projects that increased client revenue through improved operations.

Provided frontline support to customers using a popular streaming application through inbound calls. Responsible for addressing inquiries, resolving technical issues, and guiding users through the app’s features to enhance their overall experience.

Key Responsibilities:

• Handled customer inquiries via phone regarding account access, subscription issues, and technical problems.
• Delivered step-by-step assistance to users experiencing playback or connectivity issues.
• Escalated complex issues to the appropriate departments for resolution while maintaining ownership of the customer experience.
• Ensured adherence to quality standards and KPIs set by the company.

Served as a frontline sales agent for a telecommunications client, handling inbound calls from prospective customers inquiring about home phone, internet, and cable services. Focused on converting inquiries into sales by effectively presenting product options and upselling complementary services.

Key Responsibilities:

• Handled inbound sales calls from first-time customers interested in telecommunications services.
• Assessed customer needs and recommended tailored service packages including phone, internet, and cable.
• Performed upselling and cross-selling to increase average order value.
• Met and exceeded sales quotas and KPIs in a fast-paced call center environment.
• Maintained accurate records of customer information and transactions using internal company tools.

Delivered high-quality customer service and support for telecommunications clients offering bundled services including internet, phone, and cable. Successfully managed both technical and billing-related concerns, demonstrating flexibility and a strong understanding of telecom operations.

Key Responsibilities:

• Provided technical assistance for internet, phone, and cable services, helping customers resolve connectivity issues, equipment setups, and service-related concerns.
• Handled billing inquiries, including account statements, payments, adjustments, and plan details, ensuring clarity and customer satisfaction.
• Maintained a strong customer focus with a goal of resolving issues on the first contact whenever possible.
• Utilized internal systems to document customer interactions, manage cases, and ensure timely follow-up.

Assisted a design and production team specializing in prefabricated parapet wall panels for residential structures exported to Japan. Played a key role in converting architectural floor plans into precise digital designs to support manufacturing and construction.

Key Responsibilities:

• Reviewed architectural blueprints to determine accurate dimensions for each panel within a building layout.
• Calculated and input panel measurements using company software similar to AutoCAD.
• Prepared and submitted finalized digital designs to the production team for fabrication.
• Supported the team in meeting quality and delivery standards for overseas construction projects.

Notable Highlight:
HRD (S) PTE., LTD. gained recognition in the industry when, during the March 2011 tsunami in Japan, a single house designed by the company remained standing—demonstrating the strength and resilience of its construction systems.