BILLY JAY SAMARTINO DAYUMAT
32 Aida Street, Marick Subdivision
Barangay Sto. Domingo, Cainta, Rizal--
PROFESSIONAL SUMMARY
An experienced, disciplined, reliable, and fast learning Team Leader with good academic record
and proven leadership skills. Have good customer service, communications, process improvement, problem
solving, and analytical skill. Upbeat, positive attitude with a history of producing quality results.
EMPLOYMENT RECORD
September 2021 – Present
Operation Supervisor – Customer Service Campaign
Nearsol, Pasig City
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Leads a team of a voice campaign handling the following skill:
Customer Service – Assisting the customer about their extended phone warranty subscriptions,
manufacturer’s warranty and also those that do not have both.
January 2021 – July 2021
Operation Supervisor – Account Moderation Campaign
TaskUs, Antipolo City
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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.
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Support, coach, motivate, and develop CSRs to help meet campaign objectives.
Provide timely feedback and reports to the Operations Manager.
April 2012 – October 2013
Real Time Analyst – Telco Campaign
Transcom, Pasig City
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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
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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
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Assist customers who have issues with their phone, internet and cable and schedule a technician
to their home if needed.
November 2007 – October 2008
Customer Service Representative – Retail Mall
Sitel, Pasig City
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Provide customer delivery schedule of their purchased appliances, offering gift certificates for
replacements and re-schedule date of delivery.
SKILLS
Knowledge in tools like Salesforce, Verint, ASCR and Score
Certificate in Team Lead Achieve for Coaching Process
Knowledge in workforce RTA Tools and eWFM
Computer Skills: MS Word, MS Excel, MS PowerPoint, and PDF file etc.
Drawing and Sketching
EDUCATIONAL BACKROUND
Tertiary:
Cavite State University
Cavite City Campus
BSBA – Major in Marketing
June 2003 – March 2007
Secondary: Cavite National High School
Cavite City
June 1999 – March 2003
PERSONAL INFORMATION
Date of Birth:
Place of Birth:
Nationality:
Civil Status:
Gender:
Religion:
December 08, 1986
E.B. Magalona, Negros Occidental
Filipino
Single
Male
Catholic
