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Dominic Cayab

@dominiccayab

I retain customers and resolve billing, account, and technical issues across high-volume BPO support environments.

I've supported customer retention and account concerns at TELUS International, resolving billing and technical issues while maintaining customer satisfaction and retention metrics.

Previously at Foundever Philippines, I managed high-volume customer calls and retention cases, providing solutions for service, billing, and account issues while meeting performance and quality standards.

At Teleperformance Philippines, I provided technical troubleshooting for software and connectivity issues and maintained professional customer interactions.

My earlier work with JFU Business Services included business registration, documentation, SSS, PhilHealth, and BIR filings, along with field and office coordination.

Experience

Work history, roles, and key accomplishments

TI

Current

Customer Service and Retention Specialist

Current

TELUS International

Jan 2022 - Present (4 years 8 months)

Handles customer retention and account concerns, resolves billing and technical issues, and maintains high customer satisfaction and retention metrics. Documents cases accurately in CRM systems.

Customer Retention Issue Resolution Billing Technical Support CRM Customer Satisfaction

FO

Customer Service Representative – Retention III

Jan 2015 - Dec 2022 (7 years 11 months)

Managed high-volume customer calls and retention cases, provided solutions to service, billing, and account issues, and met performance targets and quality standards.

Customer Retention Billing Account Management Quality Standards

TE

Technical Support Representative

Teleperformance

Jan 2014 - Dec 2015 (1 year 11 months)

Provided technical troubleshooting and customer support, resolved software and connectivity issues, and maintained professional customer interactions.

Technical Support Troubleshooting Software Connectivity Customer Service

JS

Liaison Officer (Accounting Firm)

JFU Business Services

Jan 2011 - Dec 2014 (3 years 11 months)

Assisted with business registration and documentation, processed SSS, PhilHealth, and BIR filings, and coordinated field and office work.

Business Registration Processes Documentation SSS PhilHealth BIR Administrative Support Field Coordination

Education

Degrees, certifications, and relevant coursework

CC

Camarines Sur Polytechnic Colleges

Diploma, Computer Technology

2010 - 2012

Completed a diploma in Computer Technician from Camarines Sur Polytechnic Colleges from 2010 to 2012.

SI

Sto. Domingo Institute

High School Diploma, General Studies

Graduated from Sto. Domingo Institute with secondary education in 2010.

TS

Topas Sogod Elementary School

Elementary School Diploma, General Studies

Graduated from Topas Sogod Elementary School with primary education in 2005.

Tech stack

Software and tools used professionally

Elementary

Availability

Looking for a job

Location

Philippines

Authorized to work in

Salary expectations

145k+ PHP

Job categories

Customer Service Representative Customer Retention Specialist Technical Support Representative Customer Service Liaison Officer Administrative Assistant Customer Representative Customer Support Representative Customer Service Representative (CSR)Customer Experience Representative Customer Operations Representative Customer Service Associate Customer Support Agent

Skills

Customer Service Customer Retention Technical Support Troubleshooting Computer Operation Administrative Work Field Coordination Documentation PhilHealth Time Management Organization Teamwork Independent work CRM Systems Billing Support Account Management Elementary

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