Isam Decastro

Supervised T‑Mobile frontline operations, managing team performance and coaching agents to improve customer satisfaction and revenue; promoted from Specialist to Assistant Coach and then Supervisor.

Handled saves and sales for Telstra customers to prevent disconnections, delivered high-quality support and provided real-time coaching and subject matter expertise to agents.

Provided Meralco digital customer care via chat, email and social media, resolving complaints and supporting chatbot interactions on a project basis.

Managed multiple lines of business for Xchange Telecom (Verizon wholesale), providing Tier 2 technical support, escalations, dispatch coordination, collections, retention and internal reporting.

Handled inbound sales and upselling as Telespecialist, then transitioned to IT support to provide hardware/software assistance and build a database for backlogs and employee profiles.

Provided computer programming support to the Treasury Department, assisted customers with concerns and delivered basic IT support for employees during an on‑the‑job training period.

Completed coursework in Computer Programming at Datacom Institute of Computer Technology from 2013 to 2015.

Attended Imus National High School and completed secondary education from 2009 to 2012.

Completed primary education at Bucandala Elementary School from 2008 to 2009.