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James Cedrick Feratero

@jamescedrickferatero

Customer service representative across telecom and sales who handled 50+ daily calls and resolved account and connectivity concerns.

Philippines

Message

What I'm looking for

I'm available full-time for remote work and US, UK, or AU business hours.

In telecom customer support, I handled 50+ inbound calls a day about internet, connectivity, hardware, and service concerns. I documented cases in CRM software, escalated unresolved issues, and worked to meet customer satisfaction, quality, and schedule-adherence targets.

As a Customer Service Representative / Sales Representative, I resolved customer and account questions, recommended relevant products and services, and documented interactions and sales outcomes. My performance and reliability earned me a promotion to Workforce Specialist.

As a Workforce Specialist, I built schedules for 200+ employees and partnered with department leads to address staffing gaps. I also supported patients and families as a Nursing Aide, and managed online advertising campaigns for retail sellers as a freelance Facebook Media Buyer.

Experience

Work history, roles, and key accomplishments

Nursing Aide

Healthcare

Jan 2024 - Dec 2025 (1 year 11 months)

Served as a first point of contact for patients and families, responding to questions and directing concerns to appropriate staff. Maintained accurate, confidential records and coordinated updates among medical staff.

Patient Care Communication Skills Documentation Coordination Confidentiality Healthcare

Technical Support Representative

Telecom BPO

Jan 2023 - Dec 2024 (1 year 11 months)

Handled 50+ inbound customer calls per day in a high-volume, quality-monitored environment while meeting satisfaction and schedule-adherence targets. Provided step-by-step assistance for internet and connectivity issues and escalated unresolved cases with documentation.

Customer Service Inbound Calls Technical Support Troubleshooting De escalation CRM documentation Quality Assurance Schedule Adherence

Facebook Media Buyer

Freelance

Jan 2022 - Dec 2023 (1 year 11 months)

Managed online advertising campaigns for retail sellers, reviewed performance analytics, and prepared client-facing reports. Adapted messaging and creative content to match client brand requirements.

Facebook Ads Digital Marketing Campaign Management Analytics Reporting Client Communication Creative (Content)

Workforce Specialist

Unknown

Jan 2020 - Dec 2023 (3 years 11 months)

Built and maintained schedules for 200+ employees while balancing staffing and operational needs. Partnered with department leads to resolve scheduling conflicts and produced reports using Microsoft Excel.

Workforce Management Scheduling Attendance Management Reporting Excel Communication Skills Problem Solving

Customer Service / Sales Representative

Unknown

Jan 2018 - Dec 2020 (2 years 11 months)

Handled inbound and outbound customer calls, resolving inquiries and service concerns while maintaining quality and productivity standards. Built rapport with customers and recommended products to support retention and sales.

Customer Service Inbound Calls Outbound Calls CRM documentation Sales Upselling De escalation Microsoft 365 Google Workspace

Office Support Specialist

Unknown

Jan 2016 - Dec 2018 (2 years 11 months)

Coordinated schedules and administrative records supporting daily operations of 5+ departments. Managed attendance and payroll data entry for 100+ employees and improved filing systems.

Administrative Support Scheduling Data Entry Payroll Record keeping Excel Organization