Berj Pel
@berjpel
Customer Service Team Lead driving US CSAT/FCR with remote multi-channel leadership.
PhilippinesWhat I'm looking for
I’m a BPO professional with nearly 8 years of experience in customer service, outbound sales, and team operations, supporting US-based clients across voice, chat, and email. I started as a frontline agent and progressed to Team Lead, where I focus on consistent quality and measurable performance.
At my current role, I manage KPIs and quality metrics daily, weekly, and monthly, coach agents on difficult customer scenarios, and draft Standard Operating Procedures (SOPs) to improve service delivery. I’ve handled logistics & delivery support, PCI-DSS compliant credit card & payment support, and outbound insurance sales—while maintaining accurate CRM records, strong data integrity, and remote reliability with zero attendance issues.
Experience
Work history, roles, and key accomplishments
Handled multi-channel customer support (voice, chat, and email)
for US-based clients in a fully remote setup for 4+ years.
Key responsibilities and achievements:
- Consistently achieved high CSAT and First Call Resolution (FCR)
scores across all support channels
- Managed and resolved escalated customer concerns with empathy,
turning negative experiences into positive outcomes
- Monitored t
Provided inbound voice support for a US-based logistics and
delivery account, handling high-volume customer interactions
in a metrics-driven environment.
Key responsibilities and achievements:
- Resolved customer inquiries on package tracking, delivery
status, and pickup scheduling with accuracy and efficiency
- Consistently achieved high QA scores by following call
guidelines and brand co
Performed high-volume outbound cold calls to US-based prospects,
promoting and selling car insurance products.
Key responsibilities and achievements:
- Consistently met daily call quotas and weekly sales conversion
targets through effective scripting and rapport-building
- Conducted needs-based consultations to identify suitable
insurance plans, resulting in higher close rates
- Handled obj
Education
Degrees, certifications, and relevant coursework
Western Institute of Technology
Bachelor of Arts, Political Science and Government
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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