CPCharlotte Therese Punsalan
@charlottepunsalan
Experienced call center leader driving customer service, sales, and data-informed performance.
PhilippinesWhat I'm looking for
I am an experienced call center leader with over 19 years in customer service, sales, escalation management, and team leadership across major accounts including Care.com, Nestlé Health Science, Horizon BCBSNJ, AT&T and DirecTV.
I have progressed from front-line customer care roles to senior team leader and associate manager positions, consistently meeting targets through coaching, process improvement, and data-driven performance monitoring. My strengths include voice, chat and email communication, stakeholder management, and handling complex escalations.
I bring strong proficiency in MS Office (Excel, Word, PowerPoint), bilingual communication (English and Filipino), and a track record of improving service outcomes while supporting sales and client-facing objectives. I seek opportunities where I can apply my leadership and analytical skills to drive operational excellence.
Experience
Work history, roles, and key accomplishments
Associate Manager
Sutherland Global Services
Nov 2015 - Present (10 years)
Managed member care operations across voice, chat, and email for Care.com and Nestlé Health Science, driving service targets and handling escalations to improve customer satisfaction and retention over a multi-year period.
Senior Team Leader
VXI Global Services B.V.
Aug 2013 - Oct 2015 (2 years 2 months)
Led U-verse and DirecTV teams across multiple regions, acting as SME and driving sales and service performance while supporting site operations and coaching team members to meet KPIs.
Team Leader
VXI Global Services B.V.
Nov 2012 - Mar 2013 (4 months)
Supervised U-verse Green teams for SW and West regions, managing daily operations, training associates, and improving service delivery and productivity.
Account Associate
VXI Global Services B.V.
Dec 2006 - Nov 2012 (5 years 11 months)
Provided customer care and sales support for DirecTV, Vonage, and AT&T legacy accounts, handling inbound customer inquiries and supporting SME teams to resolve issues.
Customer Care Professional
American Express
Dec 2006 - Dec 2007 (1 year)
Handled customer inquiries and support for American Express cardholders, ensuring timely resolution and adherence to quality standards.
Education
Degrees, certifications, and relevant coursework
UTUniversity of Santo Tomas
Fine Arts Major in Painting, Fine Arts (Painting)
2004 - 2006
Completed coursework in Fine Arts with a major in Painting from 2004 to 2006.
Montessori de San Juan
High School (3rd–4th Year), High School
2002 - 2004
Attended Montessori de San Juan for 3rd–4th year high school studies from 2002 to 2004.
Saint Paul College of Pasig
High School (1st–2nd Year), High School
2000 - 2002
Attended Saint Paul College of Pasig for 1st–2nd year high school studies from 2000 to 2002.
Availability
Location
PhilippinesAuthorized to work in
Social media
Job categories
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