Technology, I am dedicated to expanding my knowledge in this dynamic field I am particularly intrigued by the intricate workings of technology and its constant evolution Simultaneously, I am keenly interested in understanding effective communication, especially managing diverse emotions encountered daily in customer interactions Leadership is another area of interest, as I seek to understand human perspectives and thought processes, laying the foundation for future leadership roles In addition, my active engagement in the gaming industry during leisure reflects my enthusiasm for entertainment trends and technological advancements in this domain
Ralph Jasper Baclayo
Customer Service Support
General Trias, Province Of Cavite,CAV
Summary
Highly adaptable professional with over 3 years of experience in customer service. Proven track record in delivering exceptional customer support, highlighted by over 2 years and 3 months at IQOR PH (Metro By T-Mobile) and 1 year and 1 month at IQOR PH (Work From Home), where I excelled in payment processing, troubleshooting, account management, and billing support. I also possess experience in AI data labeling, showcasing quick adaptation to new contents, alongside roles in field operations and email support. A dedicated professional with versatile skills and a commitment to client satisfaction.
Overview
3
3
years of professional experience
Work History
Content Video Labeller
Thoth AI
12.2024 - 06.2025
- Independently labeled video content, applying established scoring criteria (VCS and VPS) to generate high-quality training data for AI algorithms.
- Consistently met quality standards and deadlines, producing accurate and reliable labels crucial for machine learning model development.
- Proactively identified and addressed inconsistencies in labeling guidelines, contributing to improved clarity and accuracy in AI training data.
- Successfully resolved discrepancies between personal scoring and QA feedback, demonstrating a strong understanding of the AI data labeling process.
Customer Service Representative
IQOR PH
02.2024 - 03.2025
- Processed payments for customer plans, answered inquiries about the service, assisted with troubleshooting, and created customer accounts.
- Disclosed terms and conditions for transactions and made changes to customer accounts as requested.
- Facilitated billing explanations, billing cycle changes, and plan adjustments.
- Assisted with the Affordable Connectivity Program, network coverage check-ups, account merging, and payment plans or extensions.
- Contributed to team scoring and extended service time if team targets were unmet.
- Assisted other team members with supervisor discretion when needed.
Customer Service Representative
IQOR PH
08.2022 - 05.2023
- Processed payments for customer plans, answered inquiries about the service, assisted with troubleshooting, and created customer accounts.
- Disclosed terms and conditions for transactions and made changes to customer accounts as requested.
- Facilitated billing explanations, billing cycle changes, and plan adjustments.
- Assisted with the Affordable Connectivity Program, network coverage check-ups, account merging, and payment plans or extensions.
- Contributed to team scoring and extended service time if team targets were unmet.
- Assisted other team members with supervisor discretion when needed.
Seasonal-Business Order Support
Teleperformance
08.2021 - 12.2021
- Checked distributor purchase orders for validity, verified distributor accounts, and processed purchase orders.
- Coordinated with distributors regarding changes and transferred processed orders to Order Entry.
Customer Service Representative - Billing Customer
IQOR PH
02.2020 - 03.2021
- Assisting customers with billing inquiries and explanations.
- Processing payments and arranging payment plans.
- Managing account adjustments and pending credits.
- Handling refunds and chargebacks.
- Updating customer account information (credit/debit cards, billing preferences).
- Promoting current plan promotions.
- Setting up hardship and bankruptcy plans.
- Offering compassionate support to customers impacted by hardship, including COVID-19.
Customer Service Representative – BPO - Voice
Task Us
06.2019 - 12.2019
- 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.
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Responded to customer requests for products, services, and company information.
Technical Support Representative
Teleperformance
10.2018 - 02.2019
- 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.
- Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
- Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
Education
Information Technology
Cavite State University Main Indang
Indang, Province Of Cavite, Philippines01-2017
Information Technology
STI College Dasmarinas
Dasmarinas, Province Of Cavite, Philippines01-2015
Skills
Results-Driven and Competitive
Interests
Timeline
Content Video Labeller
Thoth AI
12.2024 - 06.2025
Customer Service Representative
IQOR PH
02.2024 - 03.2025
Customer Service Representative
IQOR PH
08.2022 - 05.2023
Seasonal-Business Order Support
Teleperformance
08.2021 - 12.2021
Customer Service Representative - Billing Customer
IQOR PH
02.2020 - 03.2021
Customer Service Representative – BPO - Voice
Task Us
06.2019 - 12.2019
Technical Support Representative
Teleperformance
10.2018 - 02.2019
Information Technology
Cavite State University Main Indang
Information Technology
STI College Dasmarinas
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