Open to opportunities

Ed Joseph Montecastro

@edjosephmontecastro

Message

Seasoned BPO leader blending technical expertise with customer-first process and quality delivery.

Philippines

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What I'm looking for

I seek roles where I can lead quality and process improvement, manage vendor and client relationships, use data to drive decisions, and work with collaborative, customer-focused teams that value operational excellence.

I am a seasoned BPO leader who combines deep technical expertise with a customer-first mindset to design end-to-end processes and drive quality assurance. I partner across support, troubleshooting, sales, research, and virtual assistance to deliver seamless service via chat, email, phone, and CRM.

Throughout my career I have led quality programs, improved team efficiency, and transformed data into actionable insights—reducing defects by 30%, improving efficiency by 25%, and contributing to revenue increases of 15%. I consistently achieve compliance and vendor performance goals, including 100% on-time public records completion and full vendor compliance.

I adapt quickly to new tools and workflows, leveraging CRM platforms, Google Workspace, Microsoft Office, AI and automation tools to streamline operations, boost conversion rates, and support remote team collaboration and client success.

Experience

Work history, roles, and key accomplishments

Public Records Specialist

CrewBloom

Apr 2022 - Feb 2026 (3 years 10 months)

Managed public records requests with 100% on-time completion and developed vendor performance metrics that improved service quality by 20%, supporting strategic vendor decisions through data analysis.

Vendor Management Data Analysis CRM Process Improvement & Compliance Reporting

Phone Banker

Wells Fargo

Jun 2021 - Dec 2021 (6 months)

Handled high-volume inbound and outbound customer calls, maintained strong regulatory compliance, and achieved a 25% sales conversion rate through cross-selling and upselling.

Customer Service & Compliance Call Center Operations CRM Technical Troubleshooting Account Management Relationship Building

Inside Sales Agent

PhoneAnimal LLC

Apr 2021 - Jun 2021 (2 months)

Exceeded monthly sales targets by 30% through outbound prospecting and pipeline management using CRM tools, earning recognition as a top-performing sales agent.

Sales Outbound Prospecting Lead Qualification CRM Cold Calling Pipeline Management Closing

Quality Assurance Specialist

Teleperformance

Aug 2005 - Jan 2021 (15 years 5 months)

Conducted call audits and performance evaluations that reduced defect rates by 30% and improved team efficiency by 25% through workflow enhancements and training programs.