Billy Jay Dayumat

January 2021 – July 2021

Operation Supervisor – Account Moderation Campaign

TaskUs, Antipolo City

•            Leads a team of a non-voice campaign handling the following skill:

Content Moderator – Making sure that the site is secured by reviewing any hints of each owner and any changes in history. We are to tag if it is safe or not then report possible escalation that triggers unacceptable behaviors.

October 2013 – January 2021

Operation Supervisor – Telco and Back Office Campaigns

Transcom, Pasig City

April 2016 – January 2021

•            Leads a team of Logistic Back Office Representatives handling the following skills:

Bill Pay – Invoice review, payment, transaction reconciliation and inquiries.

Medical Exams – Medical exams review and update of employee records.

Automated Employment – Employment website assistance, coordination with local HR recruitment team.

October 2013 – April 2016

•            Leads a team of Telco Billing Representatives handling the following skills:

Billing – Explain the bill of the customer for any disputes and upsell for the current customers who would like to have additional service such as cable, internet and phone service.

Collections – Review account for eligibility for payment extension and collect payments to current and delinquent accounts.

April 2012 – October 2013

Real Time Analyst – Telco Campaign

Transcom, Pasig City

•            Real time monitoring of calls using CMS and agent adherence using RTA Tool.

•            Provide real-time feedback for additional or excess production hours to meet daily Service Level or Line Adherence target.

•            Update real-time schedule requested by the management.

•            Send daily bi-hourly report of attendance, feedbacks and production hours.

September 2009 – April 2012

Collections Representative – Telco Campaign

Transcom, Pasig City

•            Provide assistance to customers who want to have their bill explained and updates eligibility for payment extension.

November 2008 – August 2009

Technical Support Representative – Telco Campaign

Sutherland, Taguig City

•            Assist customers who have issues with their phone, internet and cable and schedule a technician to their home if needed.