John Carlo C.

Want to free up your time and scale your operations with total peace of mind? Let’s talk. With 8 years of BPO industry expertise, I don't just handle tickets, I protect your brand’s reputation, retain your customers, and optimize your team's day-to-day performance. Whether you need a high-level specialist to handle critical escalations or a proactive lead to manage reports and coach agents, I step in and deliver results from day one. Core Expertise I Bring to Your Business: Escalations & Retention: Resolving high-stakes supervisor-level issues with empathy, logic, and a focus on customer retention. Technical Support: Troubleshooting complex issues quickly to maintain high first-contact resolution (FCR) rates. Data & Reporting: Managing daily/MTD operational reports with absolute precision so you can make data-driven decisions. Performance Coaching: Analyzing root causes, conducting call listening, and mentoring agents to smash their KPIs. The Value Add: Process Improvement I am highly adaptable and proactive. I don't just clear a queue; I look at your workflows, identify bottlenecks, and implement solutions before minor issues become costly headaches. Tools & Platforms: CRM/Helpdesk: Zoho desk, HubSpot Service Hub Communication & Ops: Slack, Microsoft Teams, Excel, Modern Video Editing Tools: Adobe Premiere Pro, DaVinci Resolve, CapCut If you are looking for a reliable, autonomous professional who can maintain quality under pressure and keep your business running smoothly, hit the "Invite to Job" or "Message" button above. Let’s discuss how I can make your job easier.