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Manager Customer Service

Cebu City, Central Visayas, Philippines
February 23, 2018

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Astrid Hazel Margaret P. Arpafo

Blk ** Lot ** Shama Ave. Molave Highlands Subd. Llamac Consolation

Cebu City

GLOBE LINE 0977.809.9238


Leap Communications Inc.

December 2016-present

Cebu Tele-net Phils. Corp

5th Floor GAGFA IT Center

F. Cabahug St. Kasambagan

December 2015-December


Cebu Tele-net Phils. Corp

5th Floor GAGFA IT Center

F. Cabahug St. Kasambagan

August 2015- December 2015

SPS Solutions

February 2015-August 2015

eBusiness BPO Inc

15th Floor Cebu IT Tower

Cebu Business Park Phils

January 2014- February 2015

Chief Operating Officer/Co-Founder

In charge of starting up the company based in Cebu Philippines.

Responsible for creating organizational development as well as the system for every department in the call center.

Chief Operating Officer

Reports directly to the CEO and oversees over-all call center operations

Improves leadership, management and vision necessary to ensure that company has proper operational controls.

Senior Operations Manager

Oversees over-all operations for both Inbound and Outbound campaigns.

Determines call center strategies by conducting needs assessments and performance reviews.

Client Services Manager

In charge of client retention and satisfaction for overall operations.

Handles day to day meetings with clients and account managers to ensure KPI is met and overall Sales Target is achieved.

Business Development Manager

Locates and proposes potential business deals by contacting potential partners

Builds market position by locating, developing, defining, negotiating and closing business relationships.

Provides support to upper management in negotiating deals, contract development and other business development projects. Ameeratel

8th Floor

15 Gagfa IT Center

F. Cabahug St.

Cebu 6000 Philippines

October 2013-December 2013


8th Floor

15 Gagfa IT Center

F. Cabahug St.

Cebu 6000 Philippines

July 2013-October 2013

Accenture, Phils.

Fuente Osmeña Cebu City

Feb 2012 – May 2013

Accounts Manager Business Development

Determine clients' needs through a consultative selling approach

Generate sales revenue in line with the organization objectives and goals

Identify new business prospects, penetrate and develop new opportunities

Build strong customer relationships with all assigned Key Accounts

Ensure that sales pipeline remains full with qualified leads & prospect Training Supervisor

managing the delivery of training and development programs and, in a more senior role, devising a training strategy for the organization

amending and revising programs as necessary, in order to adapt to changes occurring in the work environment


Trained and facilitated new hire trainees on better understanding and communicating with their North American customers and introduced the different policies and procedures of the calls they will be handling.

Conducted monitoring and evaluation of calls and gave feedback to agents to ensure quality and customer satisfaction.

Pull out agents from the production floor to give up-trainings about a new product or policy;

Design better and effective coaching tools and strategies for Team Leaders or Team Coaches and Mentors.

Teleperformance, Phils.

Ortigas, Pasig, Manila

Dec 2009 – Feb 2011

Product Trainer

Develops and handles training for Customer Service and Communication Skills for agents

Leads all technical product training needs for Telstra Consumer, including process training, up skill and refreshers on site and at field locations as necessary.

Participates in the development of program curriculum to ensure curriculum material is appropriate, current and effective.

Supports Operations and all improvement plans related to Call handling Efficiency and CSAT TELUS, International

Ortigas, Pasig, Manila

Sept 2008 – Dec 2009

Communication Skills Trainer

Coaches agents on English Proficiency and Soft Skills

Conducts training classes for Bottom Quartile Agents

Conducts training classes for Canadian Culture

Edulynx Corporation

Pearl Drive, Pasig, Manila

Aug 2007 Aug 2008

Head Trainer

Handles teacher training for TESOL under the Canadian-based Global TESOL College program.

Handles trainers for EPAT (English Proficiency and Accent Training

Handles trainers for CCT (Call Center Training)

Handles teacher training for the Early Childhood Development “English With A Smile” Program which deals with the pedagogy of language acquisition. Business Development Officer

In-charge of training operations and development for the following English Proficiency Programs:

- Teachers of English to Speakers of Other Languages (TESOL)

- English With A Smile (EWAS)

- Call Center Training (CCT)

Church of God Makati Inc.

Pasong Tamo, Makati City

Jan 2004 – Nov 2006

District Pastor & Assistant Coordinator of the Music Ministry

Responsible for pastoral care over members residing in the districts assigned.

Facilitates bible study groups in the assigned district

Assists the Music Coordinator during Music Rehearsals and Music Events EDUCATIONAL BACKGROUND:

Ministerial Internship

Church of God, Internship Program

June 2000- September 2003

Bachelor of Science in Hotel and Restaurant Mgt.

University of Santo Tomas

June 1995- March 1999

High School

Poveda Learning Centre

June 1990 – March 1995

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