Francis Samonte
@francissamonte
I lead customer support operations and teams across e-commerce, logistics, travel, and finance.
PhilippinesWhat I'm looking for
I've led customer and client support operations for U.S. and UK clients across e-commerce, logistics, travel, finance, sales, and wholesale. Most recently, I worked as a freelance Customer and Client Support Team Lead, managing an international team across order management, customer service, creative growth, and account management.
At Booth and Partners, I collaborated with Peak Design teams across sales, wholesale, tech, customer service, marketing, finance, and engineering while supporting orders and warranty claims. With more than 20 years in customer service and support, I use Gorgias, Zendesk, Kustomer, Richpanel, NetSuite, and Shopify to deliver solutions that create lasting customer experiences.
Experience
Work history, roles, and key accomplishments
Customer and Client Support Team Lead
Freelance
Jan 2025 - Aug 2026 (1 year 7 months)
Led an international team of freelance associates in order management, customer service, creative growth, and account management. Drove daily operations, monitored performance, and managed reports and analytics.
Administrator
Pinnacle Performance
Aug 2025 - Mar 2026 (7 months)
Managed daily operations, assisted lead coaches and clients, processed payroll, assisted recruitment, and supervised staff. Ensured smooth workflow and supported organizational goals.
Team Leader
Partnerhero
Jun 2024 - Jan 2025 (7 months)
Managed 12 associates working with 5 different clients in logistics, e-commerce, hiring, and studies. Oversaw team performance and client deliverables.
Senior Team Leader
Booth and Partners Philippines
Mar 2018 - May 2024 (6 years 2 months)
Assisted partners with orders and warranty claims, providing customer service. Managed and collaborated with various lines of business including sales, wholesale, tech, customer service, marketing, finance, and engineering.
Assistant Manager
WNS Global Services Philippines, Inc.
Jun 2016 - Feb 2018 (1 year 8 months)
Handled customer service calls and assisted customers with hotel and flight booking concerns.
Team Leader
Tech Mahindra Limited
May 2015 - Jun 2016 (1 year 1 month)
Led a team responsible for approving or declining applications for Globe Consumer Wireless and Wireline Broadband, assisting with member concerns.
Team Leader
24/7 Customer Philippines Inc.
Mar 2009 - Apr 2015 (6 years 1 month)
Handled regular and escalated calls and emails from customers regarding mobile services, including follow-ups.
Customer Solutions Officer
Citigroup Business Process Solutions Pte. Ltd.
Nov 2007 - Mar 2009 (1 year 4 months)
Handled customer concerns including billing, account changes, options, and inbound sales.
Customer Solutions Representative
Citigroup
Nov 2007 - Mar 2009 (1 year 4 months)
Handled customer concerns including billing, account changes, options, and inbound sales.
Helpdesk Specialist
ePLDT, Inc.
Aug 2005 - Nov 2007 (2 years 3 months)
Handled escalated calls about billing disputes, programming, installation, sales/promotion, and customer service. Also conducted new hire training.
Escalation Specialist/Helpdesk
Parlance System Inc
Aug 2005 - Nov 2007 (2 years 3 months)
Handled escalated calls about billing disputes, programming, installation, sales/promotion, and customer service. Also conducted new hire training.
Customer Service Representative
Parlance System Inc.
Sep 2005 - May 2007 (1 year 8 months)
Handled all types of calls including billing, programming, promotions, account info changes, installation concerns, and cancellations.
Head Waiter
Burps Resto bar
Feb 2005 - May 2005 (3 months)
In charge of the whole operation of the establishment from opening to closing.
Trainee
Pan Pacific Singapore
Aug 2003 - Feb 2004 (6 months)
Assigned to three departments in the hotel, particularly the call centre and room service.
Education
Degrees, certifications, and relevant coursework
International School of Asia and the Pacific
Bachelor of Science, Hospitality and Tourism Management
Completed a Bachelor's degree in Hospitality and Tourism Management, focusing on Hotel and Restaurant Management.
Availability
Location
PhilippinesAuthorized to work in
Job categories
Skills
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