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Xerxes Yuri Martillano

@xerxesyurimartillano

Customer Service Representative with 4+ years supporting high-volume BPO inquiries and resolving issues with CRM accuracy.

Philippines

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What I'm looking for

I’m looking for a BPO or support role where I can handle high-volume customer inquiries, resolve issues fast using Salesforce and strong documentation, and also support social media customer communication to improve CSAT and KPIs.

I’m a Customer Service and Social Media Support professional with 4+ years of experience in high-volume BPO environments. I handle customer inquiries efficiently while maintaining high satisfaction ratings, especially in billing, technical, and account-related concerns.

At Sutherland Global Services, I managed 80–100 inbound customer inquiries daily via phone, chat, and email. I resolve issues using CRM workflows, document cases accurately in Salesforce, and escalate complex matters according to company protocols—consistently meeting and exceeding performance metrics and KPIs.

Beyond customer support, I’ve built experience in social media management through CS Photography, where I managed Facebook, Instagram, and TikTok business accounts. I create and schedule content using structured social media calendars, respond to customer DMs and inbox messages, track analytics, and optimize posts to improve reach and engagement.

Experience

Work history, roles, and key accomplishments

Customer Service Representative

Sutherland Global Services

Feb 2021 - Jan 2025 (3 years 11 months)

Handled 80–100 inbound customer inquiries daily via phone, chat, and email, resolving billing, technical, and account issues while maintaining strong customer satisfaction. Documented cases in Salesforce CRM, escalated complex problems per protocol, and consistently met KPIs and performance metrics.

Customer Service Inbound Phone Chat Support Salesforce CRM Billing Support Technical Issue Triage Case Documentation Escalation Handling CSAT KPI Management Data Entry

Kitchen Porter

I Love Bamboo Restaurant

Aug 2020 - Apr 2021 (8 months)

Maintained cleanliness and sanitation standards in a fast-paced kitchen while assisting kitchen staff with food preparation. Ensured compliance with food safety and hygiene regulations to support smooth daily operations.

Fast Paced Kitchen Support Kitchen Sanitation Food Safety & Hygiene Food Preparation Support Cleanliness Standards Compliance with Health Regulations Fast paced Kitchen Support

Social Media Marketing

CS Photography

Mar 2017 - Jan 2021 (3 years 10 months)

Managed Facebook, Instagram, and TikTok business accounts by creating and scheduling content using structured social media calendars. Responded to customer inquiries via DMs and optimized posts through analytics to improve audience engagement and reach.