Open to opportunities

Charlene Basilio

@charlenebasilio

Message

Customer service leader driving satisfaction, team performance, and operational excellence.

Philippines

Message

What I'm looking for

I seek a customer-focused role where I can lead and coach teams, improve processes with data-driven decisions, and deliver excellent service in a collaborative, growth-oriented environment.

I am a dedicated customer service professional with progressive frontline and leadership experience across international telco and retail accounts. I have a track record of resolving customer inquiries, training and onboarding staff, and improving team productivity while working in high-volume contact center environments.

As a team lead, I led by example to foster a positive team environment, delivered performance feedback, and used data and productivity tools to support decision-making. I am committed to enhancing customer satisfaction and contributing to a dynamic team through strong communication, problem-solving, and strategic planning.

Experience

Work history, roles, and key accomplishments

Team Lead

InTouchCX

May 2024 - Dec 2025 (1 year 7 months)

Led the US car-sharing campaign team, coached agents, managed performance metrics, and drove improvements in customer satisfaction and operational efficiency.

Team Leadership Coaching Performance Management Customer Service MS Office Excel Strategic Planning

Customer Service Representative

InTouchCX

Dec 2023 - May 2024 (5 months)

Provided support for a US car-sharing campaign, resolving customer issues and maintaining SLA targets during peak operations.

Customer Service MS Office Excel Problem Solving Time Management

Learning Associate

Alorica

Feb 2023 - Dec 2023 (10 months)

Managed training and onboarding for the Telco International account, improving new-hire ramp-up and delivering performance feedback to drive service quality.

Onboarding Coaching Performance Analysis MS Office Excel

Customer Service Representative

Alorica

Apr 2021 - Feb 2023 (1 year 10 months)

Served Telco International account, delivering consistent customer support and contributing to quality and performance improvements over a multi-year tenure.

Customer Service Telco Call Center Operations MS Office Excel Conflict Resolution Coaching

Customer Service Representative

VXI

Feb 2021 - Apr 2021 (2 months)

Supported Telco International account by resolving customer inquiries and maintaining quality standards across high-volume calls.

Customer Service Telco MS Office Excel Problem Solving Performance Analysis

Customer Service Representative

Inspiro

Oct 2020 - Jan 2021 (3 months)

Handled Retail International account inquiries during a seasonal assignment, resolving customer issues efficiently and maintaining service quality under peak demand.

Customer Service Multitasking MS Office Excel Conflict Resolution Time Management