VINCENT NIEPES
Customer Experience & Operations Specialist With Background In BPO, QA, And Property Management
BACOLOD CITY|6100
Summary
I have experience in customer service, remote order taking, and quality assurance, helping customers efficiently and ensuring accurate transactions. I’m comfortable working independently in a remote environment and staying organized under pressure. I’m looking for a work-from-home role where I can contribute to customer support, operations, or administrative tasks while continuing to grow my skills.
Overview
14
14
years of professional experience
Work History
Client Service Assistant
360 Signum
09.2022 - Current
- Facilitated clear communication between clients and internal teams, resulting in successful project completion.
- Improved client retention by building strong relationships through consistent communication and followups.
- Maintained detailed records of client interactions and transactions for easy reference during future engagements.
- Streamlined office processes for increased efficiency and better client service delivery.
- Kept management informed about potential risks or concerns regarding specific client situations.
- Acted as liaison between clients and company resources, ensuring timely resolutions to complex issues.
- Reduced response times by creating an organized system for prioritizing incoming requests from clients based on urgency level.
- Enhanced client satisfaction by promptly addressing inquiries and resolving issues.
- Collaborated with team members to develop strategies for improving overall client service experience.
- Promoted a positive work environment through maintaining open channels of communication within the department.
Order Picker
Domino's Pizza
04.2022 - 09.2022
- Answered incoming calls and assisted customers in placing food orders accurately and efficiently.
- Confirmed order details, delivery addresses, and payment information to avoid errors and delays.
- Handled customer questions, complaints, and special requests in a polite and professional manner.
- Coordinated with store staff to ensure smooth order processing and timely delivery.
- Managed high call volumes during peak hours while maintaining quality service.
Operations Supervisor
Panasiatic Solutions
10.2013 - 04.2022
- Lead a team of 20 employees and achieved targets meeting quality and standards of client.
- Supervise, plans and manages functions related to Call Center work area.
- Oversees and directs the day-to-day activities of agents.
- Acts as a source of information and answers agents questions, assigns tasks, follows up and gives instructions as necessary.
- Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job
Quality Assurance Analyst
Panasiatic Solutions
03.2013 - 10.2013
- Mentored and coached team members on QA topics and strategies.
- Supported company in maintaining work environment focused on quality, communication, collaboration, integration, and teamwork.
- Streamlined QA processes for increased efficiency and reduced time spent on redundant tasks.
- Participated in regular meetings with cross-functional teams to discuss progress updates, communicate concerns or challenges, and ensure alignment of project goals.
Customer Service Representative
Panasiatic Solutions
11.2011 - 03.2013
- 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.
Education
Bachelor of Science - Engineering Technology
Technological University of The Philippines Visayas
Talisay, Province Of Negros Occidental, Philippines 04.2001 -
Skills
Data entry proficiency
Documentation and record keeping
Sales support
Customer support
Client support
Teamwork and collaboration
Microsoft office
Computer literacy
Excellent communication
Adaptability and flexibility
Active listening
Attention to detail
Analytical thinking
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Websites
Languages
English
Upper intermediate (B2)
Accomplishments
- Supervised team of 20 staff members.
Quote
It's fine to celebrate success but it is more important to heed the lessons of failure.
Bill Gates
Timeline
Client Service Assistant
360 Signum
09.2022 - Current
Order Picker
Domino's Pizza
04.2022 - 09.2022
Operations Supervisor
Panasiatic Solutions
10.2013 - 04.2022
Quality Assurance Analyst
Panasiatic Solutions
03.2013 - 10.2013
Customer Service Representative
Panasiatic Solutions
11.2011 - 03.2013
Bachelor of Science - Engineering Technology
Technological University of The Philippines Visayas
04.2001 -