Jes Anthony Alcoseba
@jesanthonyalcoseba
Customer service professional with 12+ years delivering multi-channel support.
PhilippinesWhat I'm looking for
I am a seasoned customer service professional with over 12 years of experience across retail, telecommunications, travel, and finance, focused on delivering exceptional multi-channel support and resolving escalations efficiently.
Throughout my career I have consistently met and exceeded KPIs such as CSAT, AHT, and FCR, and I have experience in quality assurance, call auditing, and providing actionable feedback to improve agent performance.
I have operated in both frontline and leadership capacities—running a franchise, overseeing large regional operations, and contracting as a call quality auditor and independent travel consultant—demonstrating adaptability, process improvement focus, and strong work ethics.
I am recognized for empathy, decision-making, and relationship building, and I bring a practical, hands-on approach to improving customer experiences and operational efficiency.
Experience
Work history, roles, and key accomplishments
Call Quality Auditor
Spring Financial
May 2025 - Jun 2025 (1 month)
Monitored and evaluated customer service calls to ensure compliance with quality standards and provided actionable feedback and calibration sessions that improved agent empathy and call flow.
Independent Travel Consultant
Dreamport Management Ltd.
Feb 2025 - May 2025 (3 months)
Worked with customers to manage airline and hotel bookings, resolved escalated travel issues using de-escalation strategies, and ensured bookings were corrected and confirmed.
APGuided clients through payroll and tax setup, coordinated with tax agencies to resolve issues, and ensured timely and accurate tax payments and compliance updates.
CPAssisted customers with account setup, troubleshooting, and product navigation while consistently exceeding KPIs (CSAT, AHT, FCR) and contributing to customer retention.
RIProvided provisioning and technical support for phone activations, number porting, and troubleshooting to ensure successful device setup and customer satisfaction.
CPAssisted travelers in finding and booking suitable properties, provided local information to enhance guest experience, and built rapport to promote positive customer outcomes.
VPCustomer Technical Specialist
VXI Global Philippines
Jul 2015 - May 2017 (1 year 10 months)
Handled billing disputes, provided high-level technical support and guided customers through service fixes while upselling aligned services to boost retention.
SPCustomer Service Representative
Sitel Philippines
Oct 2010 - Jan 2015 (4 years 3 months)
Provided primary customer support for retail and telecom accounts, resolved technical and service issues, and maintained customer satisfaction through timely assistance.
Franchise Owner
Crystal Clear Purified Water
Oct 2005 - Oct 2010 (5 years)
Founded and operated a water refilling station, grew daily sales through marketing, managed operations and recruited and trained a team of 6 employees.
Operations Head (OIC)
ASIAPRO Cooperative
Nov 2000 - Sep 2005 (4 years 10 months)
Oversaw operations of a satellite office serving Northern Luzon, supervised 500+ staff, and implemented workflow improvements that increased efficiency and accountability.
Education
Degrees, certifications, and relevant coursework
Cebu Aeronautical and Technical School
Associate of Science, Aeronautical Engineering and Aircraft Maintenance
1992 - 1994
Completed an Associate of Science in Aeronautical Engineering and Aircraft Maintenance.
CTCebu Institute of Technology
Bachelor of Science, Accountancy
1991 - 1992
Pursued Bachelor of Science in Accountancy studies at Cebu Institute of Technology.
Trinity College (Quezon City)
Bachelor of Science, Medical Technology
1989 - 1990
Pursued Bachelor of Science in Medical Technology studies at Trinity College, Quezon City.
Juan Sumulong High School
High School Diploma, Secondary Education
1987 - 1989
Completed secondary education at Juan Sumulong High School.
Holy Rosary School of Pardo
High School Diploma, Secondary Education
1984 - 1987
Completed secondary education at Holy Rosary School of Pardo.
Holy Rosary School of Pardo
Primary Education, Primary Education
1976 - 1984
Completed primary education at Holy Rosary School of Pardo.
Availability
Location
PhilippinesAuthorized to work in
Job categories
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