DCDean Paul Cabardo
@deanpaulcabardo
Dedicated customer service professional with leadership experience in BPO.
PhilippinesWhat I'm looking for
I am a dedicated and experienced customer service professional with over seven years of progressive experience in the BPO industry. My journey began as a Customer Service Representative at Awesome CX, where I quickly transitioned to a Team Leader and Workforce Management roles. I have a proven track record of leadership and operational excellence, adept at optimizing team performance and ensuring policy compliance.
Throughout my career, I have focused on enhancing customer satisfaction and driving success within my teams. I have implemented and collaborated on Workforce Management systems, facilitated agent schedules, and conducted regular performance monitoring. My ability to handle escalations and provide team support has been instrumental in maintaining high satisfaction ratings and quality scores.
Experience
Work history, roles, and key accomplishments
Customer Service, Workforce Management
Awesome CX
Jun 2023 - Jun 2024 (1 year)
Implemented and collaborated on Workforce Management (WFM) system administration, including staffing, scheduling, and process creation. Facilitated agent adherence, conducted staffing plan meetings, and generated reports for various stakeholders. Ensured policy compliance in close coordination with HR.
Customer Service, Team Leader
Awesome CX
Jun 2019 - May 2023 (3 years 11 months)
Ensured high team performance by monitoring metrics such as satisfaction ratings, QA scores, and attendance for a team of 10-11 agents. Provided daily support, handled member escalations, and offered overall team assistance. Administered regular 1:1s, side-by-side coaching, and team sessions to maintain quality and understanding.
Customer Service Representative
Awesome CX
May 2017 - May 2019 (2 years)
Handled an eCommerce account, providing comprehensive customer support across multiple channels including email, chat, phone, SMS, and social media.
Customer Service, Consultant
Sutherland Global Services
Mar 2013 - Mar 2017 (4 years)
Managed a financial account, handling escalated inbound calls, account transactions, refunds, and dispute submissions. Performed sales activities, inbound/outbound calling, and back-office tasks, serving as a team point of contact.
Education
Degrees, certifications, and relevant coursework
Jose Maria College
Bachelor’s of Science in Information Technology, Information Technology
Studied Information Technology at Jose Maria College. Focused on foundational IT concepts and applications relevant to modern technological landscapes.
University of Mindanao
Bachelor’s of Science in Accountancy, Accountancy
Pursued a Bachelor’s of Science in Accountancy at the University of Mindanao. Gained knowledge in accounting principles, financial reporting, and auditing practices.
Tech stack
Software and tools used professionally
Availability
Location
PhilippinesAuthorized to work in
Job categories
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